Visitor
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2 Messages
Speak with a Human
Today I lost internet because of damage to the line that runs on the exterior of my house. I tried going through the virtual assistant but their responses were so delayed and rarely answered the direct question I asked or gave relevant responses that I just ended up wasting an hour chatting with somebody that got me nowhere.
Next I tried calling the customer service which only put me through automated options and wouldn't let me speak to a live agent. It required me to restart my modem and wait 10 minutes to actually speak to somebody which of course I had already done several times before that.
By the time I actually spoke to a human being there were no appointments left for today so I was without internet for the rest of the day and will be without it tomorrow morning as well.
I can't tell you how frustrating it is to not have the ability to actually speak to a human being for a service that is expensive as Xfinity for internet and cable. This has been one of the worst customer experiences I've had and would never recommend this company to anyone.
XfinityRay
Official Employee
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2.8K Messages
13 days ago
Hi there, user_ymwvnz! Thank you for taking the time out of your day to share your feedback about the process to get your service fixed. We want things to be simple and easy and apologize you had to feel like that. While you wait for the technician visit tomorrow you can check for Xfinity WiFi Hotspots that are near you. They provide a safe, reliable connection. I will check back with you tomorrow to ensure your service is back up and running. The technician can normally put in a temporary drop line, then send the line team back out to finish the replacement work. You would not need to be home for the line team's visit since it is done outside.
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XfinityRay
Official Employee
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2.8K Messages
12 days ago
Good afternoon, user_ymwvnz! I wanted to check in to see how things are going. Was the technician able to get your service up and running?
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