THE WORST CUSTOMER SERVICE EXPERIENCE I HAVE EVER HAD — ABSOLUTELY UNACCEPTABLE!

If I could give Xfinity ZERO stars, I absolutely would! I have dealt with many companies over the years, but Xfinity has provided, without question, one of the most frustrating, incompetent, and unacceptable customer service experiences I have ever encountered.

I recently purchased a townhome in Christiansburg, Virginia, and simply wanted to have internet service installed. You would think that would be a straightforward process. Unfortunately, dealing with Xfinity turned into an absolute nightmare.

For WEEKS, I was repeatedly told that my installation was being scheduled, only to discover that the underground cable line had not been buried. I made numerous calls, spoke with multiple representatives, and repeatedly explained the situation. Yet somehow, nothing ever seemed to get resolved.

The final straw came yesterday.

I drove from North Carolina to my townhome in Christiansburg specifically for my scheduled installation. When I was approximately 30 minutes away, the technician called to inform me that he could not complete the installation because the cable STILL had not been buried!

But here's where the incompetence becomes almost unbelievable.

When I arrived at my property and inspected the backyard, I discovered that Xfinity had placed the underground utility markings in my NEIGHBOR'S backyard instead of mine!

Are you kidding me?

After weeks of delays, countless phone calls, repeated assurances, and wasted trips, they apparently couldn't even identify the correct property!

This is not simply poor customer service. This is a complete breakdown in communication, coordination, accountability, and basic operational competence.

What makes this experience even more frustrating is that I repeatedly tried to give Xfinity opportunities to correct the problem. Instead, I received more excuses, more delays, and absolutely no meaningful resolution.

To be fair, when I called this morning, I finally spoke with an outstanding representative who was genuinely apologetic, professional, and understanding. She was easily the best person I encountered throughout this entire ordeal.

Unfortunately, one excellent employee cannot make up for weeks of organizational incompetence.

By that point, I had completely lost confidence in Xfinity.

I CANCELED MY SERVICE BEFORE IT WAS EVER INSTALLED.

Think about that. Xfinity managed to lose a paying customer before they could even provide a single day of internet service!

I am now taking my business to another internet provider.

My advice to anyone considering Xfinity: BEWARE! If this is how the company treats customers who are simply trying to establish service, I cannot imagine the frustration of dealing with them when an actual service problem occurs.

Xfinity needs to seriously reevaluate its installation process, customer communication, contractor coordination, and accountability.

My time matters. My money matters. And as a customer, I deserve better than this.

Xfinity had multiple opportunities to earn my business. Instead, they earned this review.