Visitor

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2 Messages

Saturday, August 9th, 2025

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.

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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.

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

Visitor

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2 Messages

@XfinityOrlandoM​ Update: Here I am on 8/11 after taking an ADDITIONAL day off to ensure I was here for the install team, and I've been on the phone with Customer Support explaining how the technician locked eyes with me as he drove by my house as I tried to flag him down. The supervisor has escalated my ticket to dispatch for a priority install, but I can't be given any sort of reliable timeframe on when my installation will be or if it can be completed at all. This has been the most outlandishly ridiculous experience I've ever dealt with. 

Official Employee

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334 Messages

Hi @user_d1vxni , thank you for providing us with a new update. I am saddened to hear this news as I know just how taxing moves can be on your body, and your mental state for a few days. Being able to wine down, and enjoying internet is one of the best ways to cool down. Unfortunately you have been unable to experience this due to these installation issues. I would like to make sure that some strong headway is made on this please send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account.

To send a "Direct Message" to Xfinity Support: 
Click "Sign In" if necessary 
Click the "Direct Messaging" icon
Click the "New message" (pencil and paper) icon 
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there 
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list 
- An "Xfinity Support" graphic replaces the "To:" line 
Type your message in the text area near the bottom of the window 
Press Enter to send it. 

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