Why is Xfinity customer service so incredibly POOR and horrible?

@user_ae4200 We appreciate your time in reaching out to us here on our Xfinity Forums. This is never the experience we want for our valued customers. I know cable cards can sometimes be problematical to troubleshoot, however we are here to provide support and stick with you until the concern is fully resolved. Please send us a DM to Xfinity Support with your full name and address to get started. 

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I have had a similar experience to yours in the 3 months I’ve been trying to resolve a problem with Xfinity Mobile.  All the csr can do is read a script and guarantee “excellent customer service” when they provide exactly the opposite.  I find it amazing that xfinity is even in business with such gross incompetence. It almost seems that their inability to provide any service is intentional. This has been the worst customer service experience of my 66 year long life.  I’m about ready to just pay off my phones do I can get as far away from this horrible company as possible.

They love to say, “Please be assured that you have reached the right person to assist you” Well, apparently not since I was transferred 5 times snd no one assisted me!  Xfinity has to learn to quit just saying the words, and actually perform.

I am having the same exact experience! The Xfinity chat is worthless and takes an hour to get on the phone with someone, to run through the same exact steps I just took multiple times, to finally have someone come out. Then a temporary 100$ charge is placed on your bill for “installation” when clearly I do not need services installed. Without going into details my hardwired, Ethernet connection intermittently drops out. There has already been technician visits and I’ve tried several new modem/routers including the xfinity one I have installed now. I contact customer service and they don’t know what is charged or what could be charged. Then Xfinity had the audacity to try and sell me their cell phone service. Why on earth would I buy their new device when their main service is broken.  

I agree. Xfinity is terrible. Can’t reach customer service and keep raising prices. Horrible company 

Agree. Customer service cant be worse. They do everything possible to prevent you from talking to a person, even using computer technology to pretend to be a person. The computer simply sends a website link which I could have done myself if the site could have helped.  The website can't fix outages from old cable lines installed in the mid 2000s. We pay a ton of money, according to Comcast Xfinity reports their profits continue to go up, meaning they're making lots os money. No excuse for their performance!

Service is unbelievably bad. It's like a reality TV show where they make up the worst possible service to see how people will react. Whoever runs it should be fired, but they probably make a big salary. I'm sure technology will eventually sort this out and make xfinity obsolete since they could care less about their customers.

I have never experienced such poor customer service; it makes me wonder if Xfinity doesn't need my business anymore  because possibly they are supported by our government?  There is no reasonable answer; obviously customer service is not their priority anymore.  Perhaps if they have a major exodus of customers, things might change, but I doubt it

Their customer service have honestly gotten worst. I’ve called multiple times with xfinity mobile for what seems like a simple problem. Four times, they lied and told me it was fixed as of today the problem is still there! We live in an era where you don’t have to provide good service and still get paid because of their ridiculous “policies and contracts” that [Edited: "Language"] you over and over again. I’m at the store now waiting, probably won’t help. 

This complaint is very much true in my experience as well.  I am in my 80's and I believe Comcast could care less about customer service especially for those of us folks who are elderly and hard of hearing.  Recently my husband moved into assisted living and had no internet connection for his computer.  When I called Xfinity to find out how much this would cost I was put in touch with someone who said she was just the person to take care of me and before I knew it (well actually 2 1/2 hours later) I had not only agreed to the network internet service, but to transferring our phones over to Xfinity mobile as well.  Which meant getting new phones, blah, blah, blah.......  From there it has been a nightmare.  I have been wanting to cut the cord with Comcast for the past 10 months because of my interrupted tv service, instead, I now have two accounts.  One for my internet and tv and one for my husbands internet and mobile phones.    Xfinity has left me dozens upon dozens of messages on my phone and on my computer over a five day period, some saying my appointment has be scheduled, some say "action required within 72 hours," some say my "order has been canceled" and some say your internet has arrived."   At first I tried talking to your representatives who speak so fast and with such a heavy accent and for someone who is hard of hearing it is a tangled maze of words, repeated over and over and I only can understand a few.  I did finally get someone, a very kind woman, who listened and helped me schedule a technician to set up my husbands internet.  I was very grateful.  To be quite frank,  dealing with comcast is like a trip to crazy land - that's exactly where I've been these past few days on the phone with your representatives.  It's amazing how a company can be so insensitive to the elderly, or to any customer of any age, and get by with it.

Comcast has horrific customer service. I have been with Comcast for 7 years and will terminate my account at the end of this year. I transferred my service on 9/28/23 and still cannot get customer service to give me accurate information, such as what is my current account number! I have made numerous calls and is always referred to chat(no help). I requested a call from customer service, never happens.

Recommendation: DO NOT DO BUSINESS WITH COMCAST!

I have been with Comcast for several years. And I am over it the worst customer service experience ever.

We are having a difficult time with xfinity too . For years and years it has been wonderful . The last 6-9 months it is constantly bouncing out of internet knocking our phones to lte and many days it has been all day before any relief . They will be happy to charge you  for a technician to fix their  equipment . Isn’t that so ridiculous. 
I am fed up with it . When the cell phone is paid off I am cutting the cord, 

and keeping my 293.00 a month just for internet because I don’t use the camera (that costs more) and I am to a point that I can say Xfinity has become the worst cable company out there . Pitiful and sickening . Then You add my cell phone plan on top of that 293. So they are gouging us to death . 
It’s embarrassing for you Comcast 

THE WORST! Spoke to a "supervisor" today who was incredibly disrespectful and unprofessional. Would not recommend Xfinity to anyone for anything. 

There is no way to solve a problem with this company. When you finally do get to an agent there is a communication problem. Either the agent doesn’t understand the problem or one cannot understand them because they have heavy foreign accents. I’ve been a loyal customer for many many years. I don’t appreciate being treated this way. I finally went to the nearest xfinity store. I thought he solved my problem only to find out now that I cannot record more than one show at s time. Before I could record 4. So now I’m going to miss programs that are important to me. I’m so utterly upset with this company. They are going to lose my business.