Rdnelson50's profile

New Poster


2 Messages

Wed, Dec 9, 2020 9:00 PM

What should I expect?

I'm a brand new customer, I just got my internet today. Actually, I signed up last week for internet and home security and was told that techs for both services would arrive between 8-10 am Tuesday, December 8. No one showed up. When I called customer service, they realized that when I originally ordered service, a "wrong code" was put in by the rep. The women I spoke with was very nice and accommodating. She set up an appointment for today, Wednesday 12/9. The tech came but found some problems with the existing cable. He said the home security tech would not be able to do anything until I had internet. Luckily he was able to fix everything with the help from co workers. Afterwords, I waited several hours and no one from home security showed up. I called customer service again, the were very nice and apologetic. They said a new install appointment was not set up and offered a new appointment time, December 17. Really???  You guys messed up and had communication issues between teams, and now I have to wait 8 days without a security system for my home. Is this how it's going to be with Xfinity? Do they not make amends or attempt to rectify situations that they caused? Should I get out now?


Official Employee


211 Messages

6 m ago

Hi, @Rdnelson50! Thank you for patiently waiting for a response and for reaching out to Comcast over our forums page. We are doing our very best to respond as quickly as possible during these challenging times. Over social media, we are a team of expert specialists who are diligent in resolving all service related issues! You have reached the perfect team to assist!


We are grateful to have you as a new member of the XFINITY family! I am very sorry to hear about this experience. This is no way to start off a business relationship. I apologize for the inconvenience that we have caused with the installation delays. I will do all that I can to make this right! To get started, would you mind sending me a private message by clicking on my handle “ComcastGabe” with your first/last name and full address?


I also want to let you know about our great Appointment Waitlist tool that lets you quickly and easily request preferred dates and times for a sooner appointment than your upcoming service appointment! Have you heard of it? If your requested timeslot becomes available, we’ll send you a text message. Here is a link to more details on the steps on how to sign up. https://comca.st/38e6vZ6

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