Removal of nexflix

Xfinity Customer Service Experience – Netflix Removal Issue

I recently had an issue where Netflix suddenly disappeared from my Xfinity account. When I called Xfinity for assistance, the automated phone system was extremely frustrating. There are situations where customers genuinely need to speak with a live representative, and the process of getting connected to one took far too long.

Once I finally reached an agent, unfortunately, the experience did not improve. The representative was unable to determine why Netflix had been removed from my account. I understand that I recently moved from my previous address, but my Netflix service was still active after the move, so I knew something was wrong.

Throughout the call, the agent repeatedly asked me to "give him a few more minutes" and continued placing me on hold. What should have been a simple troubleshooting process turned into a 45-minute ordeal with no resolution. After nearly an hour of being placed on hold multiple times, I asked what was going on. His response came across with an attitude, saying he was trying to help me. While I appreciate that, I was the customer without access to my Netflix service and the one spending 45 minutes on the phone without answers.

To make matters worse, the call suddenly disconnected, and I never received a callback. I was extremely disappointed with the level of customer service and the lack of follow-up. At that point, I was forced to start all over again, navigate the automated system once more, and wait for another representative.

Thankfully, I was eventually connected with an agent named Eddy. My experience with him was completely different. Eddy quickly identified the issue, communicated clearly, and resolved the problem efficiently. He did not leave me on hold for extended periods and demonstrated excellent customer service skills throughout the interaction.

Thank you, Eddy, for your professionalism, knowledge, quick responses, and for taking care of my issue. Xfinity needs more representatives like Eddy.

Responses

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user_015k9o

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6 Messages

2 hours ago

I am extremely disappointed that when the call was disconnected, the representative did not make any attempt to call me back. After spending approximately 45 minutes on the phone, being placed on hold multiple times, and receiving no resolution, the least I would have expected was a courtesy callback. Instead, I was left to start the entire process over again, navigate the automated system, and wait for another representative. This experience makes me question the level of customer service Xfinity expects its representatives to provide. Customers should not have to invest that much time only to be abandoned when a call drops. If this is the standard of service being provided to loyal customers, I will seriously consider switching carriers in the future.

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user_015k9o

Visitor

•

6 Messages

2 hours ago

I am extremely disappointed that when the call was disconnected, the representative did not make any attempt to call me back. After spending approximately 45 minutes on the phone, being placed on hold multiple times, and receiving no resolution, the least I would have expected was a courtesy callback. Instead, I was left to start the entire process over again, navigate the automated system, and wait for another representative. This experience makes me question the level of customer service Xfinity expects its representatives to provide. Customers should not have to invest that much time only to be abandoned when a call drops. If this is the standard of service being provided to loyal customers, I will seriously consider switching carriers in the future.

0

U

user_015k9o

Visitor

•

6 Messages

2 hours ago

I am extremely disappointed that when the call was disconnected, the representative did not make any attempt to call me back. After spending approximately 45 minutes on the phone, being placed on hold multiple times, and receiving no resolution, the least I would have expected was a courtesy callback. Instead, I was left to start the entire process over again, navigate the automated system, and wait for another representative. This experience makes me question the level of customer service Xfinity expects its representatives to provide. Customers should not have to invest that much time only to be abandoned when a call drops. If this is the standard of service being provided to loyal customers, I will seriously consider switching carriers in the future.

0

U

user_015k9o

Visitor

•

6 Messages

2 hours ago

I am extremely disappointed that when the call was disconnected, the representative did not make any attempt to call me back. After spending approximately 45 minutes on the phone, being placed on hold multiple times, and receiving no resolution, the least I would have expected was a courtesy callback. Instead, I was left to start the entire process over again, navigate the automated system, and wait for another representative. This experience makes me question the level of customer service Xfinity expects its representatives to provide. Customers should not have to invest that much time only to be abandoned when a call drops. If this is the standard of service being provided to loyal customers, I will seriously consider switching carriers in the future.

0

Customer Service

user_015k9o

Removal of nexflix

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