Unreliable and unprofessional

I initially chose Xfinity as my internet provider because it was the only available option in my area at the time. Unfortunately, my experience with their service has been the worst I have ever had with any internet provider. From unreliable service to poor customer support, every aspect of my interaction with Xfinity has been frustrating and unprofessional.

Over the course of four months, I experienced persistent internet issues, with service that was either extremely slow or completely unavailable. Despite paying full price, my internet was only functional about 25% of the time. During this period, I contacted Xfinity customer support 35 times, only to be transferred repeatedly between representatives who either lacked the knowledge to resolve my issue or simply did not care.

One particularly unprofessional incident involved a remote customer service representative who was hosting a party while working. I could hear laughing and joking in the background while I was trying to resolve my issue, which I had already been dealing with for two months at that point. When I requested her employee ID to report the situation, she initially refused to provide it, but I eventually managed to escalate the issue.

In addition to the poor customer service, I had 11 different field technicians visit my apartment before one technician finally diagnosed the issue correctly. He discovered that the cable running from the outside utility box to my router was faulty and scheduled a subcontractor to replace it. However, the subcontractor took an additional three weeks to arrive, and when he finally did, he went to the wrong address and falsely reported that the job was completed. I had to reschedule him for another three weeks, further delaying the resolution of my issue.

When the subcontractor finally did the work, he took shortcuts instead of properly running the cable, drilling a hole into the side of my building and routing the cable in an unprofessional manner simply because he was “busy.” This disregard for quality service was unacceptable.

In total, I took 16 hours off work waiting for service technicians and subcontractors, which affected my ability to take time off for the holidays. Despite enduring months of unreliable service and poor customer support, I never received any refund or reimbursement for my trouble.

Today, I officially canceled my Xfinity service and switched to AT&T Fiber, which I have had a much better experience with in the past. [Edited: "Soliciting"].

After this experience, I would rather have no internet than use Xfinity again.