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user_e2e7f5
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Visitor

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4 Messages

Tuesday, August 31st, 2021 11:45 PM

Closed

Wait time up to 3 hours

This is an ungodly and unethical wait time. I am beyond infuriated by this. It seems like a scam. I was asked 3 times to change the modem I purchased and then for the 3rd one, I was told it was refurbished and could not be activated but it is brand new and purchased in person at Best Buy. I was then escalated to next tier of support but left on the line!!!!!

Question

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Updated 

4 years ago

1.2K

3

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XfinityJorge

Official Employee

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2.1K Messages

4 years ago

Hello @user_e2e7f5 thank you so much for taking the time out of your day to contact us. I am sorry to hear about your troubles with the equipment and I would love to clear things us. To get started please select the "peer to peer chat" icon (upper right corner of this page), click the "new message" icon, type/select "Xfinity Support", and then type/send your name with your address.

4

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user_e2e7f5

Visitor

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4 Messages

@XfinityJorge - not able to find where to go for peer to peer

4 years ago

0

XfinityJorge

Official Employee

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2.1K Messages

@user_e2e7f5 Thanks for the quick response! Here's the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "Peer to peer chat" icon (upper right corner of this page)

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list

• Type your message in the text area near the bottom of the window

• Press Enter to send your message

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick
I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

4 years ago

0

user_e2e7f5

Visitor

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4 Messages

I was on the phone with Netgear directly and they verified that the

modem was not “refurbished”. Meanwhile, xfinity indicates that it is b/c of some sort of failure on the MAC ID provided. I then called the manufacture, and confirmed that the manufacturing date was 1/6/2021 so it’s highly

unlikely.

6 hours later and back to back, I’m still trying to sort it out praying I still have a job at the end of this bc I can’t get on wifi.

in tears right now if anyone gives [Edited: "Language"].

(edited)

4 years ago

0

CCStephanieK

Problem Solver

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909 Messages

We can definitely further review with you, @user_e2e7f5.

 

Please send us a Direct Message with your first and last name. The message icon is located at the top right of the Community Forum page, clicking on the message icon will allow you to initiate a chat conversation with us directly. Please ensure you are sending your message to our 'Xfinity Support' handle. 
You may also use this link to access the Direct Message feature. 

I no longer work for Comcast.

4 years ago

0

user_5525ff

Visitor

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1 Message

4 years ago

This is the worst customer service in the industry, first you wait forever and then you get connected to a call center in Asia that have no idea [Edited: "Language"] is going on

(edited)

1

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Again

Expert

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31.5K Messages

@user_5525ff

If you are having an issue with something, please start a new thread with your issue giving as much detail as you can without any personal identifying information.

And please make sure you understand the Forum Guidelines and the Acceptable Use Policy.  Abbreviated profanity is not permitted here.  Thanks!a

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick

4 years ago

0

user_e2e7f5

Visitor

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4 Messages

4 years ago

After 6 hours wasted, no one could help me. I am beyond words. I am now at risk of losing my job for not being able to perform my job responsibilities due to no internet. Xfinity should be ashamed at how they are handling customers. This is eye popping. 

(edited)

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CCJodie

Problem Solver

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1.3K Messages

@user_e2e7f5 Oh my! That's not good at all. We would really like to help. When you're ready, please select the chat icon in the top right-hand corner. Then search for Xfinity Support. Please make sure to provide your full name and service address.

I no longer work for Comcast.

4 years ago

0

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