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Monday, February 23rd, 2026 7:35 PM

unacceptable technical support, poor customer service

I would like to complain about horrible technical and customer support i have received with my new order for internet at home (new service). This is for order number [Edited: "Personal Information"] that was scheduled on 21 Feb 2026.

 

 

to make it short what is stated below:

- technician cut existing DirectTv coax cable

- technician left mess where he was working (panels open, not reconnecting other equipment that he touched)

- customer support not scheduling promised fix

- customer left 6 days without television in the house (and no home internet)

 

 

 

I had technician arrive to my house on Saturday (21feb2026) to setup new internet service at my home. He looked around the house and told me that only way to setup internet is in basement because i have DirectTV for television and there is only one coax line. I was surprised to this and asked if connection can be in living room where i had all my other internet providers connecting modems before, he said he will look. After checking upstairs he said that he can use coax in living room and connected Xfinity internet modem, i saw him disconnecting all cables from DirtectTV modem and grew suspicious and checked TV signal but there was none, after bringing it to his attention he said that it was disconnected (he did it) because that’s only way to connect Xfinity modem and if i need TV i have to buy new Xfinity modem. I said this is not what i signed up for and asked him to confirm that with current setup in the house Xfinity internet can not be connected to which he said "yes". After this I asked him to bring everything the way it was and I am not going to proceed with this installation/setup. He reconnected everything and after called his support line to notify customer installation not possible and needs to be cancelled.

After technician talked to customer service they wanted to talk to me to confirm and asked me if I want to cancel service to which I said I don’t but if it cant be connected then I cant do anything about it and it has to be cancelled and I also explained what technician told me, after that person asked to speak to technician and 5 minutes later I was told that a different technician will be coming in on Sunday (22feb) to route cable inside hose and to complete setup.

 

After technician left, was told by my family members that DirectTv not working in 2 other rooms, after checking I noticed that DIrectTv coax cable was cut in the basement near splitter, after looking at more areas I noticed that he (technician) left outside of house by main box (where coax cable goes in) complete mess; everything open, cables exposed, there are cut lines there too.

 

I contacted Xfiniti customer support over chat and explained everything, I also asked them to note in work order for technician on Sunday to fix cut cable. I was assured that everything will be done and was even told there will be credit to my account for all the problems.

 

On Sunday 22feb, no one came-in or called, and no emails. On Monday (23feb) still nothing heard form Xfinity. Around 12pm on Monday I contacted customer support, I was told that nothing was scheduled, and my account was “on hold” and he had to “refresh” it that can take 6minutes….  not sure what happened or why.  After waiting for 10 or 15 minutes I was told that next appointment will be on Thursday (25feb), I asked why nothing can be done faster and why do I have to wait additional 2 days without TV in half of house, I didn’t get answer to these questions and ended chat to let my wife deal with this as I didn’t have any more free time.

 

 

 

 

 

 

 

I have pictures of the damaged cable attached them to this post below. I don’t think this type of work from technician should not be acceptable by any standard, by any company. If this guy (Yaraslov) did this to me he will do same to someone else or probably did. I would like to send pictures of what he did and how he left area so hopefully it will be addressed by management to avoid from future occurrences.

 

 

 

I asked my wife to refuse Xfinity service, but she is saying lets give it another chance, we have technician coming in on Thursday and i really hope everything will be fixed.

I also hope there wont be any additional charges (should be opposite).

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Official Employee

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3K Messages

6 hours ago

 

user_marmzv

Hi there! Thank you for taking the time out of your Monday to reach out and for explaining everything in detail. Your experience is our number one product and this is definitely not what you and your family should've experienced.  I can certainly understand the inconvenience caused by your existing DIRECTV line being cut, areas left unsecured, and losing signal in multiple rooms. On top of that, the missed appointments and miscommunication about scheduling only added to the frustration, and I completely understand why you feel the way you do. I appreciate you sharing photos and documenting everything so clearly. You’ve reached the right team of experts to have this reviewed thoroughly and investigated over social media. We can help. To get started, please send us a direct message with your first/last name and full address. You can start by clicking the "direct message" icon in the upper right page of our forum page. Once you click on that, input our shared handle Xfinity Support to send us a direct message.

 

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