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Tuesday, November 26th, 2024 5:04 AM

Where can I file a complaint?

My internet was out for 5 days. The first day it was out, I made an appt with a tech after troubleshooting failed. The first tech came and stated that it was too windy so service was not completed. I made another appt the following day, and this appt got cancelled without any notification to me in any way. So I had to schedule another appt, and the tech who came this time the next day stated that service could not be completed because there was no truck available to help and he postponed the appt to the next day again. On the day service was finally provided, the two techs who came to fix the issue looked back on my notes and clarified what I was being told from previous techs who came. The two who came and fixed my internet stated that xfinity "contractors" that initially came lied and was lazy. The first claim that it was "too windy" was not an excuse per the actual xfinity workers as service could've been completed. The second claim that there was no truck available for the service was also a lie because the tech who came with the truck said the truck was available and the contracting employee never reached out to get the truck over to help. So in addition to dealing with almost a week of outage that could've been fixed by xfinity on day 1, it was prolonged for no reason for the week. The xfinity contractors who initially came in displayed a complete lack of accountability for their work ethic. Kudos to the two techs who came at last and got it done and calling out terrible work ethic from their colleagues, but shame on the contractors who lied and was plain lazy. Where can I file a complaint about this issue? 

Official Employee

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1.9K Messages

5 months ago

 

da_chou Hello and thank you for reaching outing out via our Xfinity Community Forums. I am truly sorry for the frustrating experience you’ve had with your service over the past week. I can only imagine how difficult it must have been to have your internet out for so long, especially when it could have been addressed sooner. I really appreciate you reaching out and sharing these details, and I want to assure you that I’m here to help. It’s disappointing to hear about the miscommunication and delays caused by the initial contractors, and I completely understand your frustration. I’m glad to know that the last two techs who came to resolve the issue were able to get things sorted out, but I do sincerely apologize that you had to go through such an ordeal to get the service you needed.

 

We take all customer feedback seriously, and it helps us improve our service. To make sure your feedback reaches the right team, I’ll need to gather some additional information from your account. Could you please send a direct message with your full name and address to get started?

Thank you again for your patience, and I’m truly sorry for the inconvenience this has caused.

 

We truly value your business and are here to support you.

 

To send a "Direct Message" message:

Click "Sign In" if necessary

Click the "Direct Messaging" icon at the top of the page (looks like a text bubble)

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

Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that 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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