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user_kt816x
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Monday, May 18th, 2026 2:46 AM

Unacceptable customer service

I am trying to establish service at my mother's new address in Middletown ct.  We have tried multiple times via phone with no luck. Today we went to the store on Washington street for assistance.  They had no clue what they were doing. Couldn't get their ipads to work, scanned my mother's license 10 times. They ultimately told us they don't service her new place. I went home and was able to pull up the address and it shows that services are available.  Therefore I will be setting it up myself.  This is a shame because we wanted to sit down with someone at the store to have help with our options.  They are completely utterly incompetent. 

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7 hours ago

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XfinityQue

Official Employee

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632 Messages

7 hours ago

 

user_kt816x, hello there and thanks for reaching out. I apologize about the experience you and your mother had trying to get service set up. I can absolutely understand how frustrating it must have been after multiple phone attempts and then taking the time to visit the store, only to leave without clear answers. If the address is showing serviceable online, you should be able to complete the setup successfully, but you shouldn’t have had to do all of that work on your own. I’d still be happy to help review the available options with you here so you can make sure your mother gets the right services and pricing for her new home. Thank you for sticking with us through such a difficult process. Let me know if you'd like to proceed. 😀

 

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