8 Messages
Storm Ready NIGHTMARE!
Ordered storm ready first if Dec. I am 68, live alone and am a cancer patient. I wanted this service for the security of having service (Wifi calling) in an outage. The equipment arrived but would never activate. I am not tech illeterate so I was able to do troubleshooting. After 24 hours I called xfinity. Promises were made that it would activate, repeated calls and chats to support to no avail. I have lost count how many calls, texts and chats I made for this issue. Probably 15-20 hrs over last 3 weeks. They even sent a technician to the house saying there was an issue with my lines. He found nothing. He said he would escalate to a supervisor. That is a repeated promise. After I came home from hospital after surgery I called to cancel this defective service and asked for a return label/pickup for this equipment. Nada! Was told it had to be taken to UPS drop off. No need to box up, they would scan SN and return it for me. Didn’t work!
Now I am receiving emails that new equipment is being sent to me for my new storm ready service!! I called AGAIN, was given a FedEx number to call. FedEx says ONLY the sender can cancel/return the delivery. I will be billed $189 for this equipment.
I will now have 2 sets of Storm ready equipment and will be charged $7 per month for the first set and $189 for the set due to arrive tomorrow.
I have repeatedly tried to contact US offices, tried every number I can find on the internet, but they also connect to outsourcing in the Philippines. They cannot help because they sit in front of a screen with no authority to escalate this issue.
I was with ATT for 20 yrs, decided to try xfinity. BIG MISTAKE! When I get the release to drive in the next week, I will go to xfinity store and cancel my internet and mobile lines. In my 68 years this is the worse customer support nightmare I have ever experienced and at a time when I needed security of knowing I would be treated as a valued customer.
XfinityAirelle
Official Employee
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2.5K Messages
1 year ago
Hi there! Our awesome digital care team would be happy to assist you. Can you initiate a direct message and start with your full name and address? To start a direct message, you must be signed in. Please click the "Direct Messaging" icon in the top right of the page next to the bell, and send your message to "Xfinity Support". Talk to you there!
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Anu181
1 Message
1 year ago
Hello the same thing is happening to me. I did not bother to call Xfinity because I felt I would go through the same process you had gone through. They have charged me for equipment that will not activate and refuse to offer me any sort of support on this purchase we made how to make a complaint with the attorney general
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BwT55
8 Messages
1 year ago
FedEx tried to deliver the second set of storm ready equipment yesterday. I refused delivery and FedEx took it back. I will be attempting to go to a Xfinity store to return the equipment and see if I can get a final resolution. I hope people will see this forum and be warned about Storm Ready and xfinity’s atrocious customer service.
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BwT55
8 Messages
1 year ago
I’d like to also note, “official” xfinity employees on this forum will say they are here to help. I made 2 unsuccessful attempts to get assistance and am no better off.
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Aikom
Visitor
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1 Message
11 months ago
I got one a few days ago, I am a tech guy and a network engineer.
this thing never activated AND broke my internet! It is after midnight but I had to fix it before 7am because I work from home and so does my wife. This was bought to KEEP us connected not knock us out for good. Total garbage!
I have a split network because of smart home devices that require 2.4 strictly. It set my stuff back to dynamic and now I have 76 devices to reconnect. I have been a customer 12 years and have loved every minute. This is possibly a bridge to far even for me. If they aren’t going to give us options menus to fix what they break or correct what their automated setups can’t do than it maybe time to go 3rd party hardware strictly
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user_b2pomv
2 Messages
11 months ago
Similar complaints here. I got the device from the Xfinity store and looked forward to setting it up. Multiple attempts failed at connecting it. Tried to call customer service and couldn't get through to a live person - the chatbot said I had to resolve the issue through the Xfinity app, and the Xfinity app (and the web) said to "contact us for a solution." Seriously? Worst customer service ever. I'm going to AT&T fiber as soon as possible.
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