Visitor
•
4 Messages
Problems with Xfinity customer service
As in previous years, we called in early September to have our internet service , at a summer rental cottage, placed on Seasonal Hold, beginning Oct. 1. Customer svs. person said order was done. In Oct., our bill was for full svs.! We called cust svs back, and the rep apologized, said all was corrected, and we would be reimbursed. Today, we arrived at the summer cottage and no internet!! Cust Svs had turned off internet completely instead of putting on seasonal hold! We called and Cust. Svs. rep said they would turn internet back on, but it would take 4 hours. After over 4 hours, we still had no internet. Called again!! This time Cust. Svs. rep said it could not be turned on because our acct was on seasonal hold. So, we said take it off seasonal hold, and rep said we should have internet after midnight????
I hope this comment will be forwarded to the Xfinity management and when this is resolved, we will have to find a new internet service. Hours have been wasted on this situation.
XfinityMarshante
Official Employee
•
1.6K Messages
8 hours ago
Hello @user_00xba9, thank you for taking the time to leave a post. Sorry for the frustrating experience you’ve had trying to manage the Seasonal Hold on your account. I completely understand how upsetting it must be to receive different information each time, and then arrive at your cottage expecting internet service only to find that it isn’t working. This certainly isn’t the experience we want for you. There are actually two Seasonal Internet options. The Seasonal Internet Suspend Plan turns internet service off, so you won’t have internet access while it’s active. The Seasonal Internet Access Plan allows you to keep internet active while other services are paused, with speeds of 20 Mbps download and 10 Mbps upload. If that option is added later, it can take up to 48 hours to start, with the regular internet rate applying during that period.
We’d be happy to review your account and confirm which Seasonal option is currently active so we can determine the best next step. Also, we do offer the self-service option where you can enroll and manage your seasonal hold. I have attached the link for you here. For your privacy and the security of your account, if you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, we'd be more than happy to look into this for you.
How to send us a direct message:
0
0