Provisioning a new modem

Was a nightmarish experience.First, the XFINITY app is no use whatsoever. It does not even attempt to connect/provision a new modem, just directs you to a chat with an agent.

I was shunted to "chat" and dealt with 3 online representatives over the course of over 2 hours. Every time, starting from step one of the script.

Once I got a live "telephone" agent, the issue was resolved in about 10 minutes.

How can I let someone responsible know about the horrible service? It sure felt like the representatives were intentionally making it difficult to "encourage" us to use XFINITY-provided equipment.

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XfinityJohnG

Official Employee

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1.8K Messages

6 days ago

Thank you for reaching out here @bschmiduk. I am sorry to hear about that experience with getting that modem set up, and we can share that feedback with the proper channels from here for you.

2

Thank you! It would have been so much easier to go straight to voice. Of course, it would be even easier if the xfinity app performed as advertised. The chat agents were 100% on script and disinterested.

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6 days ago

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XfinityJohnG

Official Employee

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1.8K Messages

@bschmiduk you are very welcome. If you have any other questions or concerns on your account or service you can always reach out here as well.

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6 days ago

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Customer Service

bschmiduk

Provisioning a new modem

XfinityJohnG

bschmiduk

XfinityJohnG

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