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user_a9ilwd
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Saturday, March 22nd, 2025 3:23 AM

Poor everything!!!

I’ve been trying to get support for multiple issues and I keep getting circles. No one understands how to fix the issues. It’s like they read from a script, regardless of how you explain it nothing that is said connects with them. The tone, understanding and empathy is way off. Like is this what you do to long time customers? AI and poor support .

it took me multiple times to even post this because I can’t select a tag or an issue. It keeps restarting the page. This is terrible!!!

Question

 • 

Updated 

2 months ago

31

2

XfinityRaul

Official Employee

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1.9K Messages

2 months ago

Hello, @user_a9ilwd. I apologize for the negative experience you've had, so far. I would be more than happy to help turn things around. How may I help you today?

0

0

user_zca9om

1 Message

2 months ago

I’m a new Xfinity customer and I'm facing the same experiences, and this has hands down been the worst experience I’ve ever had with any service provider. Since day one, it’s been nothing but problems. I’ve had to call support nearly every other day just to get basic services and internet installation, and each call lasts forever, with my longest one so far clocking in at over 3 hours (3:17).

I signed up for Xfinity at the start of my spring break, hoping to get things installed that week. Instead, they scheduled me three weeks out. No urgency, no flexibility.

Their mobile wireless pricing might be decent, but the service in my area is garbage. No signal, no options offered to boost speed, and zero communication about any of it.

After pushing hard, I was finally told my installation was set for Friday, March 21, 2025, between 8 AM and 10 AM. Nobody showed up. I came back from work at 9 PM and called to find out what happened. After being on hold for 37 minutes and 42 seconds, the rep casually tells me “the van got into a fender bender.” No call, no text—nothing. I had to dig that out myself.

This company is a mess. The wait times, the lack of communication, the endless runaround—Xfinity has easily been the most frustrating and incompetent provider I’ve dealt with.

1

0

XfinityRichard

Official Employee

 • 

1.8K Messages

Hi there, @user_zca9om ! Thank you so much for reaching your Digital Care team. I appreciate your patience while you waited to connect with me. I'm very sorry for the inconvenience and the trouble you are experiencing with trying to get your service installed. Please be assured you reached the right person to assist you. Can you please DM me your first and last name, along with your full service address so that I can assist you further.-Richard

To send a direct message [private message]:

  •   Click "Sign In" if necessary
  •   Click the "Direct Message" icon
  •   Click the "New message" (pencil and paper) icon
  •   The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
  •   - As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
  •   - An "Xfinity Support" graphic replaces the "To:" line.
  •   Type your message in the text area near the bottom of the window
  •   Press Enter to send it
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2 months ago

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