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Saturday, August 3rd, 2024 8:25 PM

Service is horrible

I have spent the last month dealing with intermittent connectivity issues. I have spoken to numerous Al support on finity Assistant via phone, text and App. I have spoken to several " live agents " as well. I was told to factory reset the modem, make sure the connections were tight (REALLY?!) and several times " we are sending a stabilizing signal". I still DO NOT have connected service!

An appointment has been made for Monday, August 5 from 10-12 for a technician to come to home. I REALLY HOPE HE SHOWS UP! My original time was 8-10, but somehow that was changed WITHOUT my consent!

This new modem is garbage! the fan is incredibly loud and I have had nothing but problems since it arrived.

Your service is horrible and you don't care because you have a monopoly in most markets! I am sure this message will fall on either deaf hears or another Al robot!

Accepted Solution

Official Employee

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1.5K Messages

3 months ago

Hello, @user_48disd. Thanks for reaching our Forums regarding your service concerns. I know the importance of being able to have a reliable service. I'm glad that you've scheduled an appointment for Monday, we can monitor the appointment and make sure the issue gets addressed. Please send a DM with your full name and address to further assist.

Here's the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "Direct Message” icon (upper right corner of this page)

• 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

3 Messages

Done as requested. Now what?!

(edited)

Official Employee

 • 

1.5K Messages

@user_48disd, we did receive your DM and we'll continue assisting there.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

1 Message

@XfinityGabby​ HAHAHA there is no Direct message in the upper right hand corner of this screen or any other on this site.  But like so many others here, in Savannah GA the past few days the number of times the services glitches, stops to buffer, cuts out for a few minutes, is absolutely ridiculousl And the storm is still 3 days away.

Official Employee

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1.8K Messages

 

user_cgcy9f Have you made any public posts? Or just comment on other user's posts? Our Community Forums DM option might appear after you make your first post. You might want to create a new public post with your specific concern for further assistance. If not, you can also make sure you did not Opt out of DM messages under your profile settings. Let me know if this helps.  

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

1 Message

3 months ago

I never leave bad reviews but I’m still angry how I was treated as a customer since 2006.  I’m thinking there may be a lawsuit for last work wages here. My internet went out on a Tuesday. I contacted Xfinity and wasn’t able to get an appointment for 6 days. I called multiple times to tell them it was an issue OUTSIDE not inside my home. I repeatedly asked for a truck to just drive by to see the severed coaxial cable. The town mowed and inadvertently cut the cable wire to my house ( the box covering the coaxial had been none existent for awhile). This is absolutely ridiculous and unacceptable.  I work from home, I stream live TV and have security, smart devices, lights that require an internet connection. I was unable to work for 4 days.  I had a conversation with a customer service person (from another country) who told me on Thursday that a service technician would be there on Friday between 10-12.  That was a lie. When I called after waiting and no one showed I was told they didn’t know anything about it. No technician was scheduled. I spoke to another customer service person, who was trying to help, actually called dispatch to let them know it was an outside issue and dispatch was incredibly rude and actually took me off the wait list(which would have given me an earlier appointment if someone canceled) I had to wait the 6 days only to have the technician have to call a truck to fix the OUTSIDE PROBLEM.  Curtis who came and called the outside technician was amazing by the way. None of this is a reflection on him.  Frontier is finishing their installation in my neighborhood and I can’t wait to switch.  I am making sure everyone I know hears what happened and the lack of care for your customers. Shame on you Xfinity

Official Employee

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1.9K Messages

Hello, @user_g6ach3 this is not the experience we want for our customers. Could you please send our team a direct message with your full name and full address? To send a direct message:

1. In the top right corner, you'll see a little chat icon near the bell icon. Click the direct message icon

2. Click the "New message" (pencil and paper) icon

3. In the 'To' line, type "Xfinity Support" there. A drop-down list appears. Select "Xfinity Support" from that list (an "Xfinity Support" graphic replaces the "To:" line)

4. Type your message in the text area near the bottom of the window

5. Press Enter to send it. An official employee, such as myself or whoever is first available, will respond. Thanks!

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick
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