Visitor
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3 Messages
Scheduling a service appointment has been an absolute nightmare
I just move into a new home on 6/13, having transferred my service in advance. I set up my modem the next day (6/14) and, predictably: flashing lights, unable to activate service.
After chatting with an Xfinity agent it was determined there were no active coax lines at this location and I would need a technician to come out to install one. The agent penciled me in for 12:00 PM - 2:00 PM on 6/15, and said I would receive a confirmation email or text within 2 hours.
Two hours came and went. No email. No text. And so I spent time chatting with another agent. This one promised the appointment was still on, and I would receive confirmation by text and email within 30 minutes. Again, 30 minutes comes and goes without notification.
This morning at around 9:00 AM, I speak with yet another agent. This time I'm told a technician would be at my place at 8:00 AM on Tuesday, 6/16. What happened to 12:00 PM - 2:00 PM today? The agent says that's just if they can fit me in. He says I am "guaranteed" the 8:00 AM 6/16 spot, and says I will receive confirmation by text and email "shortly". Ill inclined to take his word for it, I ask him for a direct line to service scheduling, which he seemingly provides.
By 3:20, I still have not received confirmation. I call the telephone number provided and speak to yet another agent. She tells me there is an issue with the system and she cannot currently schedule appointments. She promises to schedule me in the earliest spot as soon as the issue is resolved. She was very nice and very helpful but here I am at almost 10:00 PM and seemingly no closer to having internet service at my location, which is something of a problem when one works from home as I do.
Now, this raises a few questions:
- Why are the chat agents seemingly unaware of the issue with the scheduling system?
- Am I to believe that without this system Xfinity is completely incapable of scheduling service appointments?
- Last but not least, when can I expect a confirmed appointment with a technician?
XfinityDemitrius
Official Employee
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2.7K Messages
37 minutes ago
Hey @user_dadfd5, Thank you for visiting our official Xfinity Forums Community support page. We appreciate you taking the time to reach out and share your experience. Do you happen to have our handy Xfinity App? From with the Xfinity App, you can confirm if any appointments have been scheduled, the time frame, and more.
If no appointment is being reflected, we recommend going through our Xfinity Assistant to troubleshoot the Internet connectivity issues. If troubleshooting fails, you will be prompted to schedule a service technician within the Xfinity App for scheduling. You can learn more by visiting our 'How to schedule and manage your Xfinity appointment' support page.
Could you please follow the process of scheduling an appointment using the Xfinity App and Xfinity Assistant to see if you can successfully schedule an appointment?
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