The Worst Customer Service and Retention in the Game!

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.

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. 

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. 

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.

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!

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. 

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.

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.

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!

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.  

WORST customer service I have ever experienced in my life. Zero regard for time or efficiency