Service Deactivated without consent??

Why did I leave for vacation with working internet and I come home to find my account deactivated?? Apparently the tech that came to set up my upstairs neighbor's account didn't separate our apartments and just shut off my account without warning, notifications, or anyone calling me to confirm. I've now been on the phone with CSRs 5 separate calls for over 5 hours trying to get my same package reinstated, and no one can give me any accurate information. Every time I'm transferred to a new person they tell me the last person was wrong and we have to fix it a different way. Now they're telling me to get my same service back, I have to pay $100 more to have a technician come out for XFINITY'S ISSUE TO BEGIN WITH???

I was forced to overpay on my account to "get the service turned back on" which didn't work, and now they are trying to charge me more even when I have a credit on my account. How did I have a working modem with 500gb last week, but all of a sudden I don't have that capability anymore? They're telling me I need a new modem, promised to overnight it, and now it's not supposed to be here for days.

All I've heard is misinformation, no one is helping me get my internet turned on, and it's absolutely ridiculous. I asked to speak to a manager and I keep getting transferred to different CSRs that have no clue what I'm dealing with. Why can't anyone actually fix this issue that XFINITY CREATED??

WHAT IS THE DISCONNECT WITH YOUR SYSTEM AND WHY CAN'T YOU HELP ME?? I've been a loyal customer for over 2 years with no late payments and this is the treatment I get?

Responses

XfinityGabriel

Official Employee

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2.3K Messages

1 year ago

user_xqyewl, Hi! Thanks for your time spent on this and on reaching out to us for help with getting the services reconnected. I hope you had a nice vacation. I would be just as concerned if I came home to no services. I am sorry to learn about this experience. We are the right place to go for help. In order to further assist, please send us a direct message with your first/last name so we can ensure we work on the right account. You can start by clicking the "direct message" icon on the upper right page of the forum page. Once you click on that, input our shared handle "Xfinity Support" to send us a direct message. If you're signed in to your forums profile and because you have already posted to the public page, you should have the option to do so.

user_xqyewl

3 Messages

I already had to take MORE time out of my work schedule to go to an Xfinity store to pick up a new modem. The issue is that your system has no way of tracking issues properly, and all of your employees told me different information. Do better at training your employees and make sure they don't just shut off someone's service without their approval.
After using the chat bot and talking on the phone for more than 5 hours over the last 2 days, WHY would I try to chat with anyone else? Clearly you don't know what's going on on your side, and you just want to keep charging loyal customers for services they already had set up just fine. My monthly payment is higher now, they wanted to charge me $100 for a tech to come out for literally no reason, and I just set up a new modem by myself faster than any of your reps were able to actually assist me with the issue.

Train your emloyees better and stop screwing over loyal customers.

1 year ago

XfinityGabriel

Official Employee

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2.3K Messages

Yikes! user_xqyewl, This is definitely not the experience that we like to hear about. We will make sure to pass along this valuable feedback. Over social media, we are a team of experts who specialize in resolving issues such as this. As a customer myself, I understand that your time is precious, and appreciate you for your time spent on this. I will certainly do everything within my power to rectify this experience. What I can do from here is see if we can help with getting that monthly rate lowered. How does this sound? Were you able to get the new modem set up and running?

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1 year ago

user_xqyewl

3 Messages

I want to pay what I have been paying since I started this account. I don't understand how I got hit with $106 fee for literally no reason and then the tech person on the phone told me it would be another $100 for a tech person to come out.... If I'm charged for anything more than what I had before, I will be finding a new provider.

I had zero help from any reps I spoke with and set up the new modem by myself without issue. I don't understand why they couldn't have just told me that 2 days ago and I wouldn't have had to go through any of this.

1 year ago

CC_Tony

Retired Employee

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1.4K Messages

We are going to do everything possible to rectify this. Please, send a DM to Xfinity Support with your full name and address to get started.

Here are the detailed steps to direct message us:

• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page) or https://forums.xfinity.com/direct-messaging
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message

1 year ago

Customer Service

user_xqyewl

Service Deactivated without consent??

XfinityGabriel

user_xqyewl

XfinityGabriel

user_xqyewl

CC_Tony

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