Technicians never showed up appointment apparently not even scheduled

Yesterday after going through all of the Xfinity app machinations I finally got to chat with a live person. After a while that chat disconnected, and I had to start all over with another person. Finally, after almost an hour that person promised they would send technicians to my house today at 11 AM

no one showed up so I tried to contact Xfinity to see what happened. It has been impossible to speak with a live person to figure out what happened and now Xfinity does not even show that there was an appointment scheduled in the first place. One of the most frustrating situations I’ve ever encountered with any company

I am paying for 1.2 GB Internet, but I am only getting 32 mbps and I am having 8 to 10 outages per day. All I want to do is have working Internet, and I can’t even speak with a live agent

I am so close to cancelling Xfinity and Xfinity mobile and going with Starlink

Responses

XfinityAngie

Official Employee

•

1.8K Messages

5 months ago

user_7uzgqh, Hello, and thank you for reaching out to Xfinity Support. I am sorry to hear you have had all this trouble getting assistance. We are here to help. I would like to take a look at your account and see what I can do.

Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forum's page.

Here's the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "Direct Message” icon (upper right corner of this 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

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

• Press Enter to send your message

user_7uzgqh

2 Messages

5 months ago

Quick update: a technician visited my house last week and confirmed that there was a problem with the coax connection from the street to my house. Apparently that technician called for a different team to come out and inspect and repair the line. However, I have had no update from Xfinity And don’t know when that repair is scheduled for if it even is. My Internet continues to be extremely slow and it frequently drops. It would be great to have received an in app communication regarding the status of those needed repairs. As it is, the only communication I have had from Xfinity was an email reminding me to update the status of my issue on this public forum so that’s why I am taking time now to do that. TLDR: problem identified, but definitely not solved

XfinityPaula

Official Employee

•

1.4K Messages

user_7uzgqh I'm sorry to hear that the recent repair visit did not help with resolving the issue. We did try to follow up with you after the appointment to help ensure that we find the correct resolution to the trouble. We never like to leave service issues like this outstanding, and I am happy to continue to work with our local teams to ensure the work is completed. The typical process that we have to follow based on the service needs is to schedule a technician and work with the requests that may be created based on that visit. I know it's helpful to receive notifications especially when working on an issue with the services, but in some cases the maintenance requests are internal only and the follow-up will come from us. It seems that the appointment from last week was rescheduled and is pending. We will have to wait until this appointment is completed to check on any additional requests.
Please send us a direct message with your name and service again, and we can continue to assist with finding the correct resolution.
To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a live chat.
Click "Sign In" if necessary
Click the "direct messaging" icon or https://comca.st/3J0ir1l
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

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5 months ago

Customer Service

user_7uzgqh

Technicians never showed up appointment apparently not even scheduled

XfinityAngie

user_7uzgqh

XfinityPaula

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