Visitor
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1 Message
Unresolved and prematurely closed support tickets
Reference premature closure without resolution or explanations of a request for membership support ticket number [Edited: "Personal Information"] submitted 20 February 2026 and closed less than 24 hours later by message. I did receive an email from Customer support acknowledging receipt of the support request within an hour of submitting the request. This support ticket request was in response to a previous support ticket [Edited: "Personal Information"] which was not resolved and the special executive Customer Support agent Gloria G stopped all communications without having resolved the case. In each instance the tickets were closed without any explanations or resolution.
Each time I have made a support request the phone number for my account shows up as [Edited: "Personal Information"] instead of my correct phone number of [Edited: "Personal Information"]. I hope this is not a reason for my unsatisfactory customer support experience.
As a member of Xfinity for 20 years and 5 months at the same address with the same banking information having my Diamond status removed (see account for first support request/complaint on 4 February) where my account was closed and a new account opened without notification while I was on the telephone. This complaint was closed without satisfactory communication from Xfinity and my second complaint from 20 February immediately closed without communication or resolution I feel I am running out of options.
If there is no satisfactory resolution including communication regarding the support request I feel my next steps will focus on the corporate legal/compliance level or external regulatory bodies. I will 1. Initiate a Formal "Notice of Dispute"; 2. File a Better Business Bureau (BBB) Complaint; 3. Utilize Xfinity Support Forums.
I hope that Xfinity really does support your claim that you care about your customers.
[Edited: "Personal Information"]
EG
Expert
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117.1K Messages
1 month 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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XfinityMarshante
Official Employee
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1K Messages
1 month ago
Hello @KB-4595, thank you for taking the time to leave a post. Sorry to hear about the experience you’ve had while trying to get your Xfinity Rewards membership tier corrected. I completely understand how frustrating that can be, and we’d really appreciate the chance to turn this around for you. If you could 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, we'd be more than happy to look into this for you.
To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.
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user_qc9mn3
Visitor
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1 Message
3 hours ago
I'm having a similar issue! I have a cable laying across my lawn and it poses a tripping hazard. It has been a hazard since October 2025! I have been making numerous calls, getting numerous work order tickets, "PROMISES" of an appointment, tickets are canceled without notice, and I start over again the next day. When I check online, it seems that there are NO OPEN tickets on my account! Today, Friday, 4/3/2026, I am typing this and am also on the phone with yet another support person to find out WHY XFINITY, WHO CONSIDERS ME TO BE FAMILY, has failed to do something about this issue. Granted my service has not been compromised, BUT, XFINITY is NOT MY FAMILY, and treats family like [Edited: Language]!
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