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user_vqqbko
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Wednesday, August 13th, 2025 12:47 PM

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Unacceptable Customer Service

Hi - waiting for a member of the escalation team to call me back about an issue I have been given the runaround on for 3 days (multiple calls to tech team, 2 in store visits, no acceptable resolution) but I want it noted in writing that if I do not have an on-site resolution today I will be canceling services and would recommend anyone do the samw at this point.

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8 months ago

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XfinityThomasB

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2.7K Messages

8 months ago

Good morning user_vqqbko

If the issue has been escalated to our executive response team, those types of situations can take a few days to get resolved. There is typically research needed to be done, and follow up is something that is always done. Has your case manager already made initial contact with you? 

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user_vqqbko

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I’ve spoken to several people, no one identified as a case manager yet. “No one is available”. My previous statement and recommendation stands, this is only showing in stark detail Xfinity does not respect its customers.

8 months ago

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XfinityThomasB

Official Employee

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2.7K Messages

Gotcha! Appreciate the details user_vqqbko. Typically, there would be someone directly assigned to the situation if this was moved to an escalation team. Once something has been moved to that team, you would want to just allow that person to be your direct point of contact to any confusion. Happy to check on things to make sure this is in motion. Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

To send a Direct message:
Click "Sign In" if necessary
• Click the "Direct Message" 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.

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8 months ago

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