U

Visitor

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4 Messages

Wednesday, August 30th, 2023 8:39 AM

Why is Xfinity customer service so incredibly POOR and horrible?

Problems started June 1st and after 9 tech support visits, supervisor visits, 9 cable cards, advanced repair team tickets, poor overseas support and script reading and the problem is still not resolved.  I can’t believe Xfinity can get away with this.  Yes you read that right.  3 months of craziness and the problem is still not fixed.   No one to contact to express our concerns about the poor service.  Ironically the billing works like clockwork and if you threaten to cancel your service you get a live person immediately.  How convenient.   

First off, move your support team to the US when the people can understand one another.   Secondly send you csr’s to training on how to properly address customers and use a headset that doesn’t sound like it’s hanging around their ankles.  Stop reading the scripts and listen to what the customer is saying, just repeating it doesn’t mean understanding.     Learn how to transfer a call to the right department.   Supervisors shouldn’t let their voicemail boxes fill up and then forget it’s filled up as an excuse not to return calls or prevent customers from leaving further messages.  These are just a fraction of what I’ve experienced in this nightmare of dealing with Xfinity customer support.  Is this really good customer service?    I think not.

I’m beginning to get the feeling that Xfinity is only interested in the dollar and not the customer.   Anything to avoid any commitment or ownership of any problem.   It’s really very very pathetic!

And Xfinity wonders why people are cutting the cord.   This is why!    POOR CUSTOMER SERVICE!!!  Should be a law against this.  Come on Xfinity.  Get your act together!

Official Employee

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1.7K Messages

1 month ago

@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. 

To send a direct message:
Click "Sign In" if necessary
Click the "Direct Message" icon or  https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
An "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

6 Messages

24 days ago

federal trade commission 

federal communications commission 

state attorney general offices

class action law firms

I am on day 13 of the game with them.

Official Employee

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486 Messages

Hi there, @user_0bccf8 ! Thank you so much for reaching your Digital Care team. Thank you for your patience while you waited to connect with me. I'm very sorry for the trouble you are having with your service. Please be assured you reached the right person to assist you. Can you please send me a ModMail https://www.reddit.com/message/compose?to=/r/Comcast_Xfinity) with your full first and last name along with your full service address so that I can assist you further with your service concerns.-Richard

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

Official Employee

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486 Messages

If you can please @user_0bccf8 send me a DM with your information so that I can assist you further I would appreciate it.

 

To send a direct message [private message]:

  •   Click "Sign In" if necessary
  •   Click the "Direct Message" icon 
  •   Click the "New message" (pencil and paper) icon
  •   The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
  •   - As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
  •   - An "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
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

2 Messages

16 days ago

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.

1 Message

Why wouldn't they be in business? It's essentially a monopoly in many areas, and has been almost a full monopoly for decades. 

2 Messages

16 days ago

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.

Official Employee

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618 Messages

@user_a71832 Good morning! We appreciate you taking the time to bring your experience to our attention. We are always looking for ways that we can improve our customers experiences with doing business with Xfinity. We want to be sure that your equipment, services, and support tools work at they are intended. I would be delighted to look into your issue further, and get you in the right direction for a resolution. To get started, can you please send a Direct Message with your name, the service address, the mobile numbers associated with your account, and the nature of your concern? 

 

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 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

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

1 Message

13 days ago

Great news. New provider in the area.  Special day - cancelled Comcast 😃

2 Messages

3 days ago

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.  

Official Employee

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618 Messages

@Mgilz34 Good morning! Thank you for reaching out to our Community Forums Team to bring your service and billing concerns to our awareness. I'd be happy to take a closer look into your internet connection and services, and see what the next best step would be in getting it working properly; along with your installation charge. To begin, can you please send a Direct Message with your name, and service address? 

 

 

 

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 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

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
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