Visitor
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2 Messages
Terrible customer service, very poor internet and messed up yard!!!!
My problem started on July 31 2025 when my internet suddenly stopped working around noon.
I tried to reach out to Xfinity via phone but I couldn't get a live agent so I started an online chat with an agent. Long story short, I was chatting close to 4 hours and the results was I had to change my plan to the new version and HAD to get a phone line activated to be able to use the new line. Promised that the internet will be cheaper by $10 and the phone line free for 1 year. And I have the option to extend it for another year for free at the end of the 1st 12 months. And after that the pricing will go back to my current pricing. So I did everything asked and at the end of the chat, I was asked to wait for 25 minutes for Xfinity modem to reboot. The agent also forgot to mention I had to pay $25 activation fee for the new phone line!!!! The agent was gone while I was waiting. I have screenshots of all these chats!!!
Waited and nothing happened. Connected online with another agent and they did live test and said something is wrong with the line and that then need to send a technician in person. I asked for confirmation and the agent gave me a ticket number. The technician is suppose to arrive the next day. I stayed home from work just so that I can meet the technician since it is mandatory for someone over 18 to be home when they came. When it came to the appointment time, no one showed up. Keep in mind that this original appointment was suppose to be on Friday. So the next one was only set for Aug 5th. So I had to wait 5 days without internet which I was paying for. This time, throughout the day I kept getting confirmation about the appointment. I was a little relieved. I stayed home again from work. But this time when it came time for the appointment, the system just changed my appointment without any notice for Aug 7th!!!!! I was so [Edited: "Language"] and was ready to change provider.
I’m a very loyal customer, and for 2 years I didn’t have any issue. So I called customer service and managed to talk to a live agent. Told the agent my dilemma and she promised to get someone the same day somehow on Aug 5th. Promised to prorate my cost and give me $25 credit and other discounts (today is Aug 21 and nothing has happened yet). Yes you are correct, no one showed up on Aug 5th. Finally came Aug 7th and a technician did show up.
He checked the my cable and it was good, he checked the box outside and the box on the side of the house and he came to the conclusion that the box outside on the side of the road is not working. So he went 2 houses down and pulled a line all the way to my house. Then try to get my modem to connect won’t work and gave me a new modem. Finally had internet. Not the new 2 gig they promised. The cable was just left visible and he said another team will come to burry.
A week goes by, a team comes and came to the conclusion the county only marked my house for power and whatever other lines and needed to mark the neighbors houses to so they can dig. Another week went by (All this 2 weeks still with extremely slow internet, even the mobile line I got that they said I can use hotspot was [Edited: "Language"]. Even slower), and the same group came again. And somehow they decided to pull the line from my old box again and said the line was fine. They dug holes for the line, broke my sprinkler system, messed up my yard, connected the line to the old box and left). I have pictures of the mess as well. This was done Aug 20th.
Today Aug 21st I’m writing this complain because the internet is half what I should be getting and not all my devices are getting connected. I’m having to use my other Verizon hotspot. The service is soooooooooooooooo bad!!!!! Writing this is my last straw. If XFINITY and COMCAST doesn’t step up and own their mistake, I will switch providers. I know one person might not impact them but people in my neighborhood are already changing providers cause they are having similar issue. Other will too.
@XFINITIY – please change your customer service process!!!! It’s a nightmare.
Will you guys fix my problem??????
XfinityJeff
Official Employee
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59 Messages
3 days ago
Good afternoon @user_npocxx, and thank you for reaching out to us via Xfinity Forums. I am very sorry to hear about all the issues you are having with the service and the line. As someone that works from home I know how important having a steady internet connection can be. Good news is that you reached the right team that can handle these issues for you. Could you please send our team a direct message with your full name and full address?
To send a direct message:
Click "Sign In" if necessary
• Click the "Direct Message 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 which appears. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window, please add your full name and address
• Press Enter to send it
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user_npocxx
Visitor
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2 Messages
2 days ago
Here is the update. Today is Aug 22nd.
Yesterday after I posted the long complaint above I did a modem speed test and it was bad!!!! So it asked me to connect with an agent again online. I did and right away the BOT said I needed a tech and set up an appointment for today.
Xfinity tech also called and spend 30-40 mins on the call trying to resolve the issue but did not work. Called again at 2.30pm today to do same check and the service was actually worse.
Come appointment time (5ish pm), a tech showed up and said he was upset at what previous people have done. He came to a conclusion that the main box outside on the street was bad and needed to be fixed. He assured someone will show up to fix it.
I did see a xfinity truck out there. Not sure what the person did but he left afterwards. He stopped a few houses down to road as well. Right now is 8.30pm and my internet is still extremely bad. I don't know what else to do anymore.
And another thing, the tech that came today said the maintenance calls that they come for, will get charged to my account. He said would $30 dollars!!!! I'm getting charged for no fault of my own. Its the box on the street!!!
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