Visitor
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1 Message
Terrible customer service
Internet service have been down for almost a week due to tornado in my area. I tried to call Xfinity to resolve the issue, but I just received AI automatic response. I had to connect with “live agent” through, again, AI Xfinity assistant. I tried to explain that the problem is in cables that are most likely damaged but it suggests me to restart modem… I had to make an appointment with Xfinity tech through Ai assistant and the closest day was Sunday (I asked for Thursday). I tried to come in Xfinity store the same day but the worker there said that they have the same system and the closest day for the appointment is Sunday. I agreed. I got confirmation message that the tech would comeij Sunday morning. Today is Sunday, I received a message that tech is on his way, but no one came in. I got 0 notifications that appointment was cancelled or whatever reason for the tech not to come in. I went to the store again, on their end they see no notes on why tech did not show up. Again, the closest day for next appointment is in 2 days! Like whats wrong with the customer service? I will not be surprised if I will get charged for the tech or any other reasons. Terrible!
XfinityMelinda
Official Employee
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193 Messages
1 hour ago
Hello @user_5r6qak and thank you for taking the time to post on our Xfinity Community Forum! I'm glad you are safe! Having weather like that in your area had to be scary! I apologize for what you have been through to gain help with your internet. That is not the experience we want any of our customers to have!
With our service visits, you would not get charged for a visit that did not happen. We would only charge if our tech came out, assessed the issue and deemed that it was a non-service related issue. Please see more information about our service visits here: https://www.xfinity.com/support/articles/prepare-for-your-service-visit
If you are without internet now, you can log on to one of WiFi hotspots, as being an Xfinity customer. Find your nearest WiFi hotspot here: https://www.xfinity.com/support/articles/about-xfinity-wifi-internet
I’d be happy to take a closer look at your account and the connection issues you’re experiencing and the service visit history. Please send us a direct message with your full name and complete service address to "Xfinity Support". To do so, click on the direct messaging icon located at the top right of this forums page.
Here's the detailed steps to direct message us:
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5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
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