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user_79ae69
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3 Messages

09/21/2026 9:23 PM

Poor customer service

I called customer service as a follow up to the “senior tech” that was sent to reinstall my outside line after storm. He spent 4 minutes at my house, and when I asked where the line would be placed, he said “ you need to adjust your attitude” and walked off job. I have his visit and interaction with me on ring video camera. This is the 4 th time someone has been sent out to do job. Prior to this I was told service center wrote the ticket wrong and job couldn’t be completed. 

I have spent over 14 hours on phone trying to get my line laid. 4 days at home over the last 40 days of no service waiting for appointments.

After 43 years as a customer I cancelled my service. I am appalled at the customer service I have received.

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2 days ago

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XfinityJeniece

Official Employee

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4.4K Messages

3 days ago

Hey there, @user_79ae69, Thank you for sharing this experience. After 43 years as a customer, I can understand how disappointing it must be to spend months trying to get a line issue resolved, only to experience multiple unsuccessful visits. We are here to help! Has anyone provided an update on the status of the line repair or discussed what the next steps would be to complete the work?

 

 

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user_79ae69

Visitor

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3 Messages

Problem was not resolved. I waited another 70 minutes on the phone and was offered an appointment in 10 days. After 4 tries and no part on xfinity to see this as urgent, I cancelled my service. They are not a company that sees value in their customers. 

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3 days ago

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XfinityRay

Official Employee

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4.3K Messages

I am sorry that you are feeling that way, @user_79ae69. Our team can further assist you here. We are able to further investigate this, ensure the work is completed, and stay in touch with you so you. You will not have to keep explaining the situation or start over. We have your back and would love the opportunity to help. 

 

Please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging icon located at the top right of this forums page.

 

Here's the detailed steps to direct message us:

1.  Click "Sign In" if necessary.

2.  Click the "Direct Messaging" icon.

3.  Click the "Start new conversation" (pencil and paper) icon. 

4.  In the "To:" line, type "Xfinity Support".

5.  As you type, a drop-down list will appear. Select "Xfinity Support" from that list.

6.  An "Xfinity Support" graphic will replace the "To:" line.

7.  Type your message in the text area near the bottom of the window.

8.  Press Enter to send it.

 

You can see how to send us a direct message here, https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514.

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3 days ago

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user_79ae69

Visitor

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3 Messages

I am done taking the initiative to keep xfinity. After the countless hours I have spent with no resolution, thru customer service. If xfinity wants me as a customer they will have to reach out to me.

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2 days ago

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EG

Expert

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121.5K Messages

2 days ago

Concern moved here to the Customer Service help section.

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