Visitor
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1 Message
The worst experience I have ever had in my life!!!!
So I called Xfinity from my sisters phone because due to unexpected issues my phone is disconnected. I have had the same ongoing issue since December 30th. The agent that set up my account originally set it up for the wrong Apartment. I had to go into the office because I couldn’t work from home until they were able to resolve the issue finally they set my account up, however anytime I’m internet goes out the incorrect account populates in the app and the website. So I called today to speak to an agent like I always do to have the issue resolved most times it’s only about a 2030 minute conversation they fix it tell me it won’t happen again and I’m OK until it does happen again. So today when it happened, I called an agent explained the issue repeated myself about 40 different times only to be transferred to someone else who I had to repeat every single thing over to and then I had to repeat it twice. Finally, I didn’t get anywhere with that agent so I requested a supervisor spoke with a supervisor went in this enormous loop explaining everything telling them what’s going on giving them my address at least three different times I gave my address and then he finally said the incorrect address and I’m like no I’ve told you it’s not that and I gave him my address several more times only to end the call with no resolution not even being able to pay the bill over the phone because he said he couldn’t validate me when it’s not my fault that I don’t have the correct account number because an agent set up the wrong account number on my account and when it gets disrupted, it always brings up the wrong information. I spent about an hour and a half maybe more on the phone without any resolution and today was like really my final straw and I’m just like I’m just gonna have my service disconnected. I don’t even want it anymore at this point.
XfinityAirelle
Official Employee
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3.5K Messages
5 hours ago
Hi there. We can understand why this experience would leave you frustrated, especially after repeatedly explaining the same address issue and spending that much time on the phone without getting it corrected.
From what you described, it sounds like the original setup created an account tied to the wrong apartment, and that incorrect account is still being associated with your Xfinity ID. When there is a service interruption or you try to manage the account online, the system is pulling up that old information instead of the account for your current apartment. That would also explain why the representative ran into problems validating the correct account and why this keeps coming back even after previous contacts.
We’d like to focus on correcting the account association itself rather than just getting you through the immediate interruption again. That means reviewing which account is active for your current address, why the incorrect apartment keeps appearing under your login, and what needs to be updated so you can properly access and manage the correct account going forward.
Before you make a final decision about disconnecting service, we’d appreciate the opportunity to take a closer look and see if we can finally get the underlying account issue corrected.
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