Visitor
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1 Message
Problem with Xfinity Service
Hello,
I am having a terrible experience with your service. This morning, the crew showed up to bury my line, no notice. I received a text message a few days ago saying that the burying was "Scheduled" but never received a date or time. The gentlemen understood a very very small amount of English, so it was hard to even communicate with them. One of the men told me my services would be off for about 10 minutes, so in 15 minutes I checked and had no tv or internet, so I went outside to inquire and they were gone. I called Xfinity and was told that an appt was set up today between 3-5pm. I asked them to have the same guys just come back they can't be that far away and I was told that is not possible. I work from home and had a very important meeting scheduled for 2:00pm, but was forced to reschedule (which really made me look bad to the rest of the team). I then got a message about an appointment scheduled for tomorrow 6/6 between 10am-12pm, so I called back and was assured that someone would indeed be out TODAY, the young lady said no need to worry, rest assured, they will be there today by 7pm. Then I received another reminder about an appt for 6/6 between 10am-12pm, now I am getting concerned because I rescheduled my meeting for tomorrow morning at 8am, so I called back and then was told no one was coming out today and then when I questioned why I was sent to another agent (this agent was a business account agent and could not help, so I was transferred back (with another 15-20min wait) only to be told no one is coming out today and will not be out until tomorrow between 10am -12pm. I have effectively completed no work today and now have to reschedule again my zoom call for tomorrow because I was assured that someone would be here by 7pm today. The lady I spoke with gave me the same words that her co workers did, sorry about the inconvenience, I assure you, etc. This has to be the worse customer service I have received in a long time. The worst part is that Xfinity is the one who caused the internet to not work and now they want me to wait around for a technician to come fix it on their timeline. I spent 112 minutes on the phone with xfinity today and still have not internet or tv!!! and no one at Xfinity cares! I will be sending xfinity a bill for the time that they have caused me to miss from work today and now tomorrow!!!!
EG
Expert
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110K Messages
2 years ago
Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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CCCassandra
Problem Solver
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502 Messages
2 years ago
I'm so sorry to see you've had this experience with getting a visit set up to fix services, @user_a34a7b! I can understand how upsetting that would be, and it's not all the experience we want to see. I appreciate you reaching out here to let us know this happened!
Do you use the helpful Xfinity My Account online for managing your account and services? I'd definitely recommend it because it's not only a great way to view your bill and make payments, but it will show the appointments we have scheduled for your location right on the home screen! That way you can know exactly when someone will be arriving and even update the visit on your end if needed for your schedule. You can find out more about this here.
I do also want to mention that while visits are scheduled on a first come first serve basis, we do have the option to sign up for a waitlist, just in case an earlier appointment becomes available, and we can get someone to you sooner! You'd just text WAITLIST to 266278.
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