So frustrated, about to cancel our service!

Just wanted to provide some feedback to your management about how your employees are so focused on selling new services that they are damaging your customers' experiences. 

For one, as a company, you do not provide adequate communication lines for your customers.  I could not find any phone numbers on your support site to directly talk to anyone.  Even when I was finally given a number by one of your employees, in case of our chat dropping, after calling the number, your automated system informed me that all associates were busy with other customers, but instead of putting me on hold, just dropped the call! 

Going through your "online support" and after starting the chat with your Xfinity assistant, I asked for live agent, but the online assistant insisted I had to jump through hoops before I could chat with anyone.  Then I got to chat with the 1st person (from the list of 8 I ended up chatting with, in a span of more than 4 HOURS).  This person (Aman) insisted I had to restart the system even though I informed them I had already done that, and the issue was in fact due to a disconnected/damaged cable.  I informed that person that there were people working in our backyard and they drove heavy machinery through our side yard where the Xfinity cable was superficially/barely buried.  The work crew had cut through the cable, and I could see the tubing that the wire went through was cut into pieces and was thrown to the side.  So, I guess, in the mind of your employee I was too dumb to know what I was talking about and had to go through the motions to prove to them, that in fact was the issue and system reboot was a waste of time.   It seems like, everyone assumes there is no way a woman can be smart enough to actually have a master's degree in technology field...not that I needed my degree to tell if the internet cable was physically cut!

But the biggest issue with the whole process was that every one of your employees was trying to keep the scheduling of a technician hostage while trying to sell me additional services.   Over and over, when I asked about scheduling a technician to come on site, their answer was "don't worry, I'm working on that, but meanwhile let me tell you about our deals"!!!   I wonder how long it actually takes to schedule a technician for site visit?!!!

I was kept on chat for about 2 hours, with the first associate, while s/he was trying to sell me mobile service and I was actually interested, but I needed my internet service connected back first....In every case, as soon as I let them know that I needed tech schedule first or that I cannot move forward with the purchase of new services at the time, for different reasons (like I could not get on the secure site in one case), your employees who were SUPPOSED to be assisting me, dropped the chat on me....

First, I thought that was by accident (since we have to constantly type something or your system drops the chat apparently), but then I noticed, it all happened as soon as I informed your employees, I was not prepared to make additional purchases.  So, as soon as they were not successful to sell me, all of a sudden I see someone new has logged in and letting me know their name and asking me to wait so they can review the chat history to see how they can help me and as soon as I told them to please just schedule a tech visit and that I was waiting for so long, they drop the Active chat and I found myself chatting with someone new.... I started with someone named "Aman", then moved on to "Izmir", then someone else.... then Omer, Anugrah, and Hemant.... the names kept changing....  You cannot even imagine my level of frustration....In one instance, I was told they had actually scheduled a tech to come over, but then when I said I was really tired of trying to get to the secure site because the links they gave me did not work, suddenly, I got a text that said our ticket was closed!!!   I could just SCREAM by that time.   It took me over 4 HOURS of chatting and I was not even sure if anyone was coming to fix the cable! 

How do you expect to actually sell additional services to your customers when you cannot even provide support for our current service?!!!   Your management must have put So much emphasis on selling that your employees cannot focus on actually doing the job of supporting your customers.   I really wanted to sign up for mobile services w/ Xfinity but at this time I am holding that off and if we don't see any improvement to your support process, I'm not sure we would even keep our internet service with Xfinity.   This was the worst experience I've ever had with customer support, and I thought AT&T was bad!