My mobile data stopped working today. I called support and was told to go into the store and get a new eSIM. When I got to the store, I explained to the guy who checked me in what the problem was and he chuckled and told me it would be an hour wait to get help. So I waited an hour, and then the person who called me up explained that people were coming in all day today about this and the problem was that the towers were having an issue and service was out for everyone for a while. The person who checked me in knew what the problem was, knew that the problem was already fixed and that I didn't need to be there, and then still had me wait for an hour for no reason.
Why would any competent employee think that was appropriate?
DDWinn. I can certainly understand why you're frustrated. That's not the experience we want for our customers, and I apologize for the inconvenience and frustration this caused. While I'm unable to speak to the decisions made at the store, I'd be happy to review your concerns further and ensure your feedback is documented appropriately. We truly appreciate you bringing this to our attention. Could you please send our team a Direct Message with your name and service address? Our team can take a further look at this issue.
To send a Direct Message:
Click "Sign In" if necessary
• Click the "Direct Messaging chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that 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
For an example of how to send us a direct message, check out this link:
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XfinityDilary
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