Poor Installation Inspection: Missed Appointments & Lack of Honesty

After moving to my new home, pruning my garden, and decorating my yard, I felt like everything was finally coming together—except for one thing: my internet service. Excited to find the best solution, I turned to Xfinity, only for their service team to completely shatter my expectations.

It all began on a bright afternoon in California on Wednesday, March 26. Xfinity sent a technician for an inspection, and I was eager to finally get the fast, reliable internet I needed to play my favorite video games and stream NBA games. However, to my surprise, the technician left after just five minutes. His only instruction was that Xfinity would return the next day, March 27, between 12 PM and 2 PM. He also told me to schedule a random appointment on the phone, assuring me that the date didn't matter—Xfinity would "definitely" show up on 03/27.

This was the first time I got fooled. I waited anxiously at home on Thursday, March 27, until 3 PM—Nobody arrived yet. No rescheduling. No notification.

Hoping it was just a delay, I reached out via Xfinity’s live chat. Fortunately, the assistant confirmed that an in-home technician was scheduled to arrive between 5 PM and 7 PM. Relieved, I prepared to wait a little longer, knowing I’d have to rely on my 5G hotspot for yet another night. (See the screenshot for this appointment: [Removed Link: "Personal Information - Full Name"]).

Once again, I was fooled.

The evening passed, and no one showed up. No calls. No updates. No explanations. Frustrated and disappointed, I struggled to fall asleep that rainy night, wondering how a major service provider could be this unreliable.

Today 03/28, I contacted Xfinity again, demanding to speak with a supervisor to investigate the issue. However, all I received was confirmation of a "random" appointment in their system—one that was never honored. (See the screenshot for today's live chat: [Removed Link: "Personal Information - Full Name"]).

I have always trusted Xfinity, but this experience has been nothing short of frustrating and disappointing. A company this large should, at the very least, uphold basic honesty and communication with its customers. If Xfinity cannot provide reliable service—or even the courtesy of a simple notification—I have no choice but to consider alternative providers.

I expect an immediate resolution to this issue, including a proper installation appointment and an explanation for the repeated no-shows. Otherwise, I will escalate this complaint further.

Sincerely,

A Poor Customer from California