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pbgroupie
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Thursday, August 24th, 2023 1:12 AM

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Special request order is a no show

We had a very bad storm go through and all of the service wires came down. 4 days later the power was finally restored so I reached out through the assistant and chatted with a "live" agent (outsourced of course). They made a special request order and said the technician was scheduled to come out that very day! 

Here we are, 14 days later, after several confirmations through chat and calls to the 1-800#, and we have yet to see a technician. I've spoken with a supervisor, had the problem escalated, told there was a technician assigned, and still no one showed.

"Allegedly", according to yesterday's chat, they are supposed to actually arrive between 7-7 tomorrow. This is slightly different from hearing that the technician would arrive between 6a-11p from the "live" agents!

Half of a month I've been without service waiting for the technician to show up after I scheduled the original appointment. They got my full payment for the month. I have the bundle for cable/internet/voice, so I can't use my home phone, in case of emergency (I'm medically fragile with multiple disabilities). When I try to confirm the actual appointment, the Xfinity app tells me I don't have one scheduled. Help please!

Question

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Updated 

2 years ago

285

2

0

XfinityNicolas

Official Employee

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1.1K Messages

2 years ago

Hey @pbgroupie, thank you for reaching out to Xfinity Support on our forums. I'm glad you made it through the storms alright and I'd love to help get your service back up and running. SROs are generally used for non-service impacting issues as they are tentative. If you can send us a direct message, I can check out the account and the escalation to help.

To send a direct message:

Click "Sign In" if necessary

• Click the "Direct messaging" icon near the top right of the 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 which appears. The "Xfinity Support" graphic replaces the "To:" line

• Type your message in the text area near the bottom of the window

• Press Enter to send it

 

3

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pbgroupie

New Poster

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12 Messages

@XfinityNicolas​ I'm so frustrated! I tried twice now to send the information you requested and the alert says it couldn't send it! What in the heck isn't working now?

2 years ago

0

XfinityAnthonyT

Official Employee

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1K Messages

That is super frustrating, can you confirm you are sending it to XFINITY SUPPORT and not an agent directly?

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

2 years ago

0

pbgroupie

New Poster

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12 Messages

Yes, it says Xfinity Support with a blue check

I just tried a third time and the same thing happened.

(edited)

2 years ago

0

pbgroupie

New Poster

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12 Messages

2 years ago

You can see the SRO # in the message that won't send. The technician hasn't been here yet today, but I still have 7 more hours to be hopeful, unless one of you looks it up and tells me otherwise. 

7

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XfinityDena

Official Employee

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3.2K Messages

@pbgroupie  I am sorry you are still having issues. 

 

 

To send a direct message:
Click "Sign In" if necessary
Click the "Direct Message" icon or  https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
An "Xfinity Support" graphic replaces the "To:" line.
Type your message in the text area near the bottom of the window
Press Enter to send it

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

2 years ago

0

pbgroupie

New Poster

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12 Messages

I did the same process as before, except this time it actually worked! Anything y'all can tell me about this "alleged" appointment I'm supposed to have today would be appreciated greatly.

2 years ago

0

XfinityDena

Official Employee

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3.2K Messages

I see that you have sent a DM and I've responded @pbgroupie ! Please review & respond at your earliest convenience. 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

2 years ago

0

XfinityDena

Official Employee

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3.2K Messages

Thank you [Edited: "Personal Information"]. I have the account pulled up. I do see the work order on the account but do not have a specific time for when the crew would be on site. I do wish to set the correct expectations with you about the timeline. The type of work needed to be completed doesn't require an appointment window exactly. Once a date is provided it is more of a placeholder and wouldn't be guaranteed to be completed on that date depending on the weather, ground conditions, permits, technician availability etc. I will follow up on the account and check in on the progress of the repairs. I know you have been super patient to get this resolved and I really do appreciate it. 

(edited)

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

2 years ago

0

pbgroupie

New Poster

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12 Messages

Noooo!😭 I can't believe it! Why would I be "given" an appointment if it's JUST a placeholder? 

I HAVE been really patient, and I'm sorry if it seems like I'm upset with you, it's nothing personal, trust me. You're the first person in two weeks to give me an honest answer! This situation is certainly not the way to treat a customer that has been with y'all since you came to this county (and all of the previous companies, too). That's over 45 years of my commitment. I thought I was a valued customer.

*sigh* I know you're doing your best, and this situation is not your fault. I just hope someone stays on top of this and puts a burr under the technician's saddle to get them moving! Now I'm going to have a good cry. Yes, my service is THAT important to me.

2 years ago

0

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