Visitor
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1 Message
Third Missed Appointment – Urgent Resolution Required
I am extremely dissatisfied with Xfinity’s service and customer support.
This is the third scheduled technician appointment for my internet installation. The first two were canceled without explanation. Today’s appointment was scheduled for September 15 between 1 p.m. and 3 p.m. It is now 5:20 p.m., and no technician has arrived.
I have contacted Xfinity repeatedly by phone, chat, and through the app. No one can give me a clear answer or even confirm whether the technician will show up today.
I have spent hours waiting at home for a service I am paying for. This is unacceptable.
I want this escalated to a supervisor immediately. I require a definitive response by 6:00 p.m. today: Is the technician coming, and what is the exact arrival time? If not, I want the installation rescheduled for a specific date and time.
I also expect appropriate compensation for the repeated cancellations and the time I have wasted.
XfinityMelinda
Official Employee
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342 Messages
7 hours ago
Hello, and thank you for taking the time to reach out to us on our Xfinity Community Forum. I understand your frustration after multiple canceled appointments and waiting for a technician who has not arrived.
I'm also concerned to hear that you have not received any updates regarding your installation. We normally communicate appointment and service updates through email, phone calls, text messages, billing notices, the Xfinity website, or other reasonable methods. You can learn more in our Subscriber Agreement here: https://www.xfinity.com/corporate/customers/policies/subscriberagreement.
I'd be happy to review the account and appointment history to see what happened and whether any updates are available. When you are ready, 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:
How to Send Us a Direct Message:
To send us a direct message:
1. Click "Sign In" (If necessary)
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.
For an example of how to send us a Direct Message, check out this link.
https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514
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