Visitor
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2 Messages
Unreliable Install Technicians
I went to the Xfinity store to sign up for service for my new home, it is a brand new modular house so a new line has to be run to the home. The Xfinity website has no options for a professional installation so I went to the Xfinity store to have them help me. They got me signed up and told me that the absolute soonest date they could get a technician out would be in a week, or 08/07/2025, at 8AM-10AM. I took time off of work to insure that I could be at the new house for the install, I didn't want to miss my appointment. I sat on my front porch waiting for my technician to arrive beginning at 7:30AM. At 9:40AM I get a notification on my Xfinity app saying that my technician has arrived and he would be up to speak to me in a moment. Imagine my surprise when I look up and there's no technician to be found. Immediately, I started trying to get in touch with customer service because I knew something wasn't right. While on chat support, I get a notification on my app that my install date has been changed to December 31, 2035 (Not a typo, by the way). My chat agent assured me that this was a system glitch and to ignore it and that my technician was still scheduled to get to me in the next install window. I was told that if my technician hadn't arrived by 1 PM to call the customer service number and get in touch with the technician back office for assistance. My first agent scheduled me a go-back and assured me that my technician would have to come back to my address same-day to get the install done. I waited for another 3 hours for the technician to show up and he never so much as drove by the house. So I call the customer service number again. While I'm on the phone with them, I noticed that my install date has changed AGAIN. This time, for 8/11 between 1PM and 3PM. They assured me that this was incorrect and that they would have a technician out by 8PM or the first window of the following morning. After the technician failed to show up that night, I had to take an additional day off of work to ensure that I could be there the following day for the install. So on 08/08, when no technician has arrived by 10 AM I called the customer service number again, this time immediately requesting to be connected with a supervisor. After speaking with the supervisor, I am informed that my install date is for 08/11 and that there is absolutely nothing that can be done other than be added to the waitlist for the possibility of a weekend installation, which has now also fallen through. Come Monday 08/11/2025, I will have had to take off 3 work days to accommodate your unreliable technicians. Your technicians will have now cost me 3 days of missed wages all because of their gross negligence. No company in America should be allowed to operate if they are causing financial hardship to their customers. At this point, I am fully prepared to cancel all existing orders and services and switch over to one of Xfinity's competitors if this isn't made right.
EG
Expert
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113.8K Messages
2 months ago
Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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XfinityOrlandoM
Official Employee
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2.6K Messages
2 months ago
@user_d1vxni
Thanks for reaching out to us this is not the experience we want our customers to have and we do apologize for any inconvenience. Since you last spoke to one of our representatives that informed you that the date would be the 11th, what I would like to do is follow up with you after that date to make sure someone came out and got your services activated.
So, I have a reminder set and I'll send you a message here on this platform after the 11th to make sure everything got taken care of
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