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The Worst Customer Service and Retention in the Game!
It is astonishing that Xfinity shows such little concern for retaining customers who have been loyal for over 20 years. Cable TV, in its current form, is a declining service. Consumers now prefer a la carte options and more streaming services. Yet, Xfinity continues to increase prices month by month, year by year, for a service that is losing relevance, without offering any additional value for these higher charges. My bill has increased by over $100 in the last three years, without any change or upgrade in service.
The most frustrating aspect of dealing with Xfinity is their customer service. Conversations that should last minutes drag on for hours. Associates should be empowered to offer long-time customers a retention discount, but they lack this capability. Moreover, during every chat or call, I am often disconnected without any resolution. Despite having my email and phone number, Xfinity never reaches out to conclude the conversation. This frequent occurrence seems deliberate, making customers feel like they are being helped when they are not.
I am nearly at my wit's end. It will be more work to separate my internet, streaming, and perhaps switch to Sling or DirecTV Stream, but at this point, I don't care. After 25 years as a customer, the service and pricing have become unreasonable.
notme
Contributor
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24 Messages
1 year ago
Think they pride themselves on having horrible customer service. Been with Time Warner/Comcast/Xfinity 29 years and while I am not a fan of the price increases, the lack of care and concern they have for their customers is what I do not understand. I have been getting horrible TV reception for about a month now the issue started the exact day the finished "enhancements" to their network in my neighborhood. Nothing changed inside my home but THEY REFUSE to send tech out to check wiring/signal to my home without access inside my home. The last time I had this issue (several years ago) they came to my home FOUND NO ISSUE inside but told me the line to my house needed to be replace, they added a signal amplifier as a "temporary fix" and said they made the request for replacement of the line. That line never was replaced so good chance their "enhancements" caused a bad line to somehow get worse. I am willing to pay a service charge (sure that is the only reason they want access to my home) for them to merely check that line and signal to my home but they refuse.
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EG
Expert
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112.3K Messages
1 year ago
The concern is not "Channels And Programming" help related. Topic moved here to the proper help section, and for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
(edited)
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XfinityJeniece
Official Employee
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3.3K Messages
1 year ago
Hey there, user_vifipc, thanks for reaching out through Xfinity Forums regarding your billing concerns. I know how important it is to have a bill within your budget, and we truly appreciate you being in the Xfinity family for over 20 years. I will submit your feedback as we are always looking for ways to improve the customer experience. I would be happy to see what promotions we have available to help with lowering your monthly billing rate.
Click "Sign In" if necessary
Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list
- An "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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user_xr3ovx
1 Message
1 year ago
I wholeheartedly agree with the concerns raised in your post. As a long-standing customer myself, I find the issues highlighted in this post to be alarmingly accurate and reflective of my own experiences.
Recently, I found myself in a challenging financial situation due to unexpected job loss. Hoping to find support from a company I've been loyal to for years, I reached out to Xfinity customer service via chat to inquire about potential hardship programs for long-term customers. The experience that followed was nothing short of disappointing and frustrating.
Despite being kept on the chat for nearly an hour, the only solution offered was to downgrade my services or reduce my internet speeds. This lack of meaningful assistance or flexibility for a customer in need is deeply concerning and reflects poorly on Xfinity's commitment to customer satisfaction and retention.
The original post accurately describes the declining relevance of traditional cable TV services in the face of evolving consumer preferences. Yet, instead of adapting to these changes and offering more value to retain loyal customers, Xfinity seems content with raising prices while providing the same or lesser service.
The systemic issues with customer service - from prolonged, unproductive conversations to frequent disconnections without follow-up - suggest a fundamental flaw in Xfinity's approach to customer care. It's disheartening to see that even in 2024, a major service provider struggles with basic customer service principles.
Given these ongoing issues and the lack of meaningful support during challenging times, I am seriously considering transitioning both my internet and mobile services to another provider. In an increasingly competitive market, customer loyalty should be valued and rewarded, not taken for granted.
I urge Xfinity to reconsider its customer retention strategies, pricing policies, and overall approach to customer service. Without significant improvements in these areas, you risk losing not only my business but that of many other long-standing customers who are growing increasingly dissatisfied.
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Kmjskins
Visitor
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1 Message
11 months ago
We have been having issues now for 4 years and are now looking in to switching to YouTube TV. Customer service is atrocious and just doesn't care. Our bill is extremely high and some of the equipment we pay a rental fee for doesn't work. Good luck getting a technician to come out too!
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user_osre0m
1 Message
11 months ago
How hard can it be to transfer a MA internet/phone account to FL? You would think it would be pretty quick, right? WRONG. I have been to the store two times, on chat two times and on the 800 number for over a hour now and I keep getting transferred to another person to "escalate" my issue. So far, I have spoken to 5 different people to do this. Once my 12 months are up on this pricing, I am done.
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user_6ee9c4
Visitor
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1 Message
10 months ago
Have been through the ringer with comcast customer service agents...
I can't even begin to tell my story, but I have screenshots of agents lying to me flat out.
A few didn't read the messages with prior agents and contradicted themselves heavily in effort to apply invalid charges to my account that multiple had already said they removed but never did.
Many agents will just abandon me while they are "fixing it" until a new agent comes on and starts all over.
It's been an interesting few months with this company to say the least, but I won't waste any more hours trying to speak to their customer service through their system.
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user_wjo3lw
1 Message
10 months ago
Agree with all of this. Every time I have a billing problem with Xfinity, I call or talk to an agent online. Every time, they say that they will or have resolved the issue and yet nothing is actually done. At this point, I may have to file a credit card fraud charge due to issues with Xfinity. I will never recommend this company to anyone.
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user_pd7e8y
1 Message
10 months ago
We have finally reached the point with xfinity that we’d rather have no service at all than deal with them and the lack of customer care. I set up a move from MA to VA nearly a month in advance. I had an appointment with a tech scheduled and xfinity called me to tel me that I wouldnt need a tech and they would just turn my service on that day. I called to check on the service which hadn’t been turned on yet and was told my account was in “pending” so nothing was happening. Two hours of chat later, a lie about sending a tech out and a promise to credit my account(not a total lie- they credited me 96 cents just for insult)- I still don’t have service and my calls and requests go nowhere. We’ve been with Comcast for 20+ years and the customer service gets worse with each passing year. Calling Verizon today!
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user_21ced7
Visitor
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7 Messages
9 months ago
They have the worst customer service, they charge a lot and you can't get a hold of a human being. Everything is thru the AI Chat then maybe a freaking agent, a waste of time typing versus conversation. How is this customer service oriented when they make it harder for the customers? Common sense is quicker to speak and describe the issue versus the time it takes to type and read. It's worse when there's an outage, you definitely can't get a hold of anyone for other reason that's not related to outages.
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user_n85fla
1 Message
9 months ago
WORST customer service I have ever experienced in my life. Zero regard for time or efficiency
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HHO1
New Poster
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2 Messages
7 months ago
Over $3000 a year for cable/internet is outrageous. They were expecting to lose 100,000 customers in the 4th quarter of 2024. That’s not surprising at all. Instead of trying to be more competitive with their pricing, they just keep raising the prices for the remaining customers. They’re in a death spiral to eventual bankruptcy at this rate.
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