Time to cancel my service due to chatbot and worst customer service experience

@XfinityJanelle​ this is a community space. Why dont we have the conversation here for everyone in the community to see? I have called 5 times and when it’s one on ine I am treated like garbage. Lets let the whole community see how you handle your customers, no?

We can have a conversation in the community space. What is going on with the services? You mentioned the equipment is broken, what equipment is broken? We appreciate you reaching out on the Xfinity Community forums today and letting us help you out.  In order for us to set up a technician or to have account details to look into this more we would need a direct message from you. 

Internet was broken for a month. You all did an upgrade in my area and never turned it on so my internet wasn’t even getting half the bandwidth I was paying for. However your Chatbot kept saying everything was fine so I couldn’t get someone out here for a month to fix it. When I did get a technician here it took 3 before they actually found the problem and a fourth to fox it. Now, since they fixed the internet my cable box everyday dosnt work. I have to reboot it and reprogram the remote to get it to work every single day. Again your wonderful chatbot told me I am wrong and everything is fine. After hours of that finally got a human who told me they had to send another technician out. Then when I asked how I can escalate this because it has been over a month of services I am paying for not working they sent me to someone else who basically told me too bad we are sending a technician out so stop complaining. When i got to a supervisor she told me, “we are sending a technician out so what else do you want from me”. So to recap, cable still broken, 5th technician in two weeks coming and I was told too bad and laughed at then hung up on. Thats whats wrong with comcast Xfinity 

Oh, goodness @user_lx0k4x!! I really am sorry to hear that is how your experience has been and want to assure you that this is never the kind of experience or frustrations we want for our customers but I understand where you are coming from and why you are upset. I had a recent customer experience with someone and I felt they were rude to me and it very much was upsetting but you have reached the right team to help look into your concerns further. I see that your cable is still broken and first things first, we want to get that fixed. I also want to review your previous technician visits and notes because if you are having to schedule continuous visits, there may be something outside your home affecting your services and we have the ability to reach out directly to our local teams to have ongoing and unresolved issues investigated properly. We don't want you to continue to have to go through the same struggles. We are on your side and want to help.

To best assist though, we need to take a closer look at your account which will require us to confirm personal information that we cannot collect publicly however, I understand your interest in transparency and once we are working with you in private, you are welcome to report publicly how things are going and what progress is being made just as long as no personally identifiable information is published. Would you mind sending us a Direct Message with your name and service address so we can address your various concerns further?  To send a "Direct Message" ("Private") message:

Click "Sign In" if necessary

• Click the "Direct Message chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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