Visitor
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1 Message
Terrible customer support
10 minutes of work to complete service order would have made me happy.
I had a cable from the pedestal to my house cut over a month ago. Went thru regular request channels, chat, phone call to let them know that I needed the cable replaced. Representative could not understand the request so I had them schedule a tech. I then bought some coax myself and ran a temporary cable across my lawn to get internet service I need for work. AI kept sending me messages saying that my service is working and that my service call will be canceled. I had to call to make sure my appointment was not canceled.
The tech did come onsite and I explained that I ran a cable for temp service. He was helpful and professional, said that was all he was equipped to do but he would check my connections and put in the work order to have a new cable buried. 2 weeks, and more contacting support later, they did send someone out to bury a cable. I received a message that my work was complete but the new cable was not connected and has no ends crimped.
It has now been about 3 weeks, multiple online chats and calls with promises that someone is scheduled only to be still running on my cable that runs across the lawn. I was assured last night that a tech would be by today 3-5pm to finish job... It is after 5 and still not complete.
This is ridiculous as I could complete the job myself in about 10 minutes and we see xfinity trucks drive by almost daily. I am reluctant to spend more hours trying to explain to a customer service rep that has no clue about connectivity and only try to upsale me, may be easier to find another internet provider at this point.
XfinityJeffB
Official Employee
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712 Messages
8 hours ago
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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2. Click the "Direct Messaging" Icon.
3. Click the "Start New Conversation" (pencil and paper) icon.
4. In the “To:” line, type "Xfinity Support".
5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
6. An "Xfinity Support" graphic will replace the "To:" line.
7. Type your message in the text area near the bottom of the window.
8. Press Enter to send it.
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How to: Direct messaging within the forum | Xfinity Community Forum
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