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user_b917mf
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3 Messages

Friday, July 3rd, 2026 4:29 AM

Total incompetence

I will be filing a complaint against xfinity utilizing every complaint tool and website I can find. I am furious. After over 5 hours of multiple chat agents, my issue is not resolved and I have only half a package. I was passed around and passed around until I was just completely kicked out the chat. And my service is half working. This is ridiculous.  I should also not have to explain my situation with each new agent because they should read the previous chat notes!! They all said they did and proceeded to ask what my situation is again! Stop utilizing foreign customer service agents for American citizens if the language barrier is too large!  And give everyone some better training! What a punishment to loyal customers.  Inwill encourage everyone near and far to make the switch from Xfinity.

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1 day ago

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XfinityAmandaB

Official Employee

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3.2K Messages

1 day ago

user_b917mf Thank you so much for reaching out for help with your services not fully working. This is not at all the experience we want any customer to have, and we appreciate you letting us know you are without services after so long with support. We are more than happy to help with any issues you may have here, but we would need a little more detail. If you could let us know what the issue is without sharing any private information, we would be able to make sure you get the help you need.  

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user_b917mf

Visitor

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3 Messages

@XfinityAmandaB​ I called to find a more affordable plan. The agent said she could upgrade my internet,  remove the modem fee and remove the TV package for nearly $100 per month. She said she had to do it in parts. Change the internet then schedule a call to remove the TV. The call never came. I waited and waited then she disconnected from the chat. After over 5 hours, and multiple agents disconnecting and asking what my issue is, package is messed up and incomplete. The last agent said they couldn't figure out my discount and kept getting an error so she just up and transferred me to a supervisor that never showed up. I am tired and just want my package I was promised. 

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1 day ago

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XfinityAmandaB

Official Employee

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3.2K Messages

 

user_b917mf That sounds like a mess, and I apologize; we should have been able to do the change with your internet and remove the TV services at the same time. The modem being included is a new bonus we did with all of our new Xfinity internet packages. We also added unlimited data for folks who didn't have it already. We would be happy to confirm the package for your internet services was updated and remove the TV package for you; not a problem at all. It is late today, but when you have time tomorrow, if you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you. To send a Direct Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a direct message.

 

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1 day ago

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user_b917mf

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@XfinityAmandaB​ Will do! Thanks!

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1 day ago

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