Very bad customer service

I wanted to talk about why my bill increased by $50 dollars and first went to call them. They push chat with a computer as much as they can then finally the outsourced agent from India chats with me in which I tell him I want to talk to somebody. He ignores that and tries to sell me mobile Xfinity service and after several attempts he tells me I have to call Xfinity service in which I told him. That's what I said in the beginning and that this was an absolute waste of time. Then when I call them they have a 1-hour wait time so I tell them I want to be called back them as in the automated service. Now call me back closer to midnight in which when I pick up there's just holding music for a very long time so then I just give up. Very poor bad communication and service.

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XfinityAmandaB

Official Employee

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2.5K Messages

1 month ago

user_ch13lt Thank you so much for stopping in with feedback about your experience trying to get help with your bill increase. This is not the experience we want any customer to have. 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, I'd be more than happy to look into this for you. To send a Direct Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a direct message.

user_arlqnm

Visitor

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1 Message

1 month ago

Ugh, well it seems to be a pattern I see. I am a brand new customer and have experienced a multitude of issues already within 2 weeks. I should have gone with my gut and just used AT&T. My experience with xfinity has been awful so far.

I signed up over the phone. They try to have me finish my account on their buggy website that does not work, so the rep had to finish it for me. They then sent me to a store to pick up the modem. They cannot find my account and it takes them awhile to find it. I get home and try to self install only to again have the automated service not find my account. I had to call the frustrating customer service to set it up. The only way I can get through to a human is by threatening the AI with cancelation. I set it up with their help, nice.

Now, 2 weeks later I'm suddenly disconnected. Have no internet. The app claims I have no service. I don't owe them. Nothing. It just disappeared. I spend over an hour with support and none of them can tell me what happened. They just try to sign up again and again.

It's all so frustrating. I can't wait until my account disappears again and have to go through all this again. Terrible terrible company and customer service.

XfinityJanelle

Official Employee

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1.8K Messages

Hey @user_arlqnm ,Thank you for visiting our official Xfinity Forums Community support page. We greatly appreciate you taking the time to reach out regarding your account. I would be more than happy to offer my assistance looking into this further for you. Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.To send a "Direct Message":
Click "Sign In" if necessary
• Click the "Direct Message chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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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1 month ago

Customer Service

user_ch13lt

Very bad customer service

XfinityAmandaB

user_arlqnm

XfinityJanelle

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