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user_m3aoi2
1st Topic

3 Messages

Tuesday, December 3rd, 2024 1:49 PM

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support

I'm in desperate need of help with my account. I can't get someone to resolve my issues with service at my current address and the address I'm moving to. I've been on chats for over a combined 7 hours. The representatives have made mistakes and I can't get someone that understands what is happening. I have clearly explained the situation multiple times and am at a loss at how to get help.

Question

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Updated 

7 months ago

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EG

Expert

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111.3K Messages

7 months ago

Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.

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XfinityThomasC

Official Employee

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2.6K Messages

7 months ago

Hello, @user_m3aoi2 thank you for reaching out to our forum for assistance with your account and transfer of service. We are sorry for the inconvenience. Can you provide more detail exactly the issue you have been having with the service at your current address, so I can properly assist? 

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user_m3aoi2

3 Messages

Hello and thank you for responding. I have a current address and had internet service until Monday 12/2. As of Monday 12/2, my service was canceled by Xfinity. It shouldn't have been. I'm currently without internet.

I submitted a transfer of service request last week to occur on 12/16. No changes were supposed to be made until 12/16. However, it appears that my current service was discontinued and new service was initiated at a property I do not own. I made multiple attempts to have this corrected by Xfinity. Chats have only been available and I've been on them for over 7 hours with no resolution. I was transferred to multiple agents. One said I had to start a new service at my current address and they were quoting something twice what I'm paying now.

All of this has been extremely time consuming and frustrating. No customer should be treated this way.

7 months ago

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XfinityThomasC

Official Employee

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2.6K Messages

@user_m3aoi2 This is definitely not the experience we want for our customers. Could you please send our team a direct message with your full name and full address? To send a direct message:

1. In the top right corner, you'll see a little chat icon near the bell icon. Click the direct message icon

2. Click the "New message" (pencil and paper) icon

3. In the 'To' line, type "Xfinity Support" there. A drop-down list appears. Select "Xfinity Support" from that list (an "Xfinity Support" graphic replaces the "To:" line)

4. Type your message in the text area near the bottom of the window

5. Press Enter to send it. An official employee, such as myself or whoever is first available, will respond. 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.
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7 months ago

0

user_m3aoi2

3 Messages

Thank you Thomas. I sent a message based on your instructions.

7 months ago

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