Visitor
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4 Messages
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!
user_c842ff
Visitor
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9 Messages
2 years ago
How can this be the customer support they offer. Weeks of aiting and no human to answer a simple question. Shame on xfinity. Terrible [Edited: "Language"] service.
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raydec
New Poster
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2 Messages
2 years ago
You say you’re “beginning “ to think Xfinity only cares about the dollar? This poor customer service has been going on forever. Unfortunately they’re one of the only games in town. Albeit very unreliable when a customer needs help. I’ve gone thru what you described more times than anyone could imagine. They’re just awful to deal with and care less about improving. They think they can resolve any problem with a digital assistant. The only advice I can give is that if you persist with your issue, you’ll eventually reach a trained and qualified expert. There are a handful of them but they are extremely difficult to reach.
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Xtatic321
Contributor
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33 Messages
2 years ago
Sooner or later monopolies like the phone company that was split up will have the same fate. Eventually this will happen here as well. There is little competition and the right heads installed will put an end to it.
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user_6d2m7k
1 Message
2 years ago
Xfinity is the worst I am looking elsewhere. I either have WIFI issues or streaming issue. Always kicks my bedroom TV off where I have to resign in to the app then loading to connect after using my phone for the codes never connects 5th try you may get on. I will not recommend them.
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user_3e84p4
1 Message
2 years ago
You are not alone.... your comments on the scripted nonsense is spot on. When the problem is ongoing, and complex due to the repeated attempts, none of the choices one is given for the automated help works. If you try to do the chat with a real agent, and happen to have arthritis or something that keeps you from being able to finish a response/comment quickly, you get cut off. It is blatantly clear this company has no interest in their customer's time or ability to be productive members of their communities themselves. The frequent intermittent, but quite short outages we experience aren't bad for those doing research, but for someone who has to download data working from home, they can be devastating. I have to budget in a minimum of an hour any time I call.
Sadly, it has gotten to the point that when we have an issue, I have found that the only way to deal with it is to show up at one of the stores---pretty ridiculous when the only way to communicate with one of the largest communication companies is to drive across town to one of their stores.
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user_yqrlc4
1 Message
2 years ago
I'm upset my bill is almost 300 I don't have Max showtime or HBO. So tell me what am I paying for that amount of money
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gbito
New Poster
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6 Messages
2 years ago
It baffles me as to why Comcast customer service agents are afraid to escalate an issue that they cannot resolve themselves. It is as if they are threatened with losing their job if they escalate, not realizing that they leave the customer frustrated, angry, and in many cases, wanting to cancel their service. Perhaps make mandatory recurring weekly training that reminds the agent, if you cannot resolve the issue on your own, ESCALATE to your superior or to another group/department that can help. Don't cold transfer, but if you do need to transfer, actually help the customer get to the right place and explain to the agent you escalated to just why they are getting the call (and ensure the customer selects the right options as you dump them into yet another IVR). Reduce agent pay if they hang up on a customer or blindly transfer them into the same IVR that got them to you in the first place (endless cycle). Cut agent pay if/when they place the customer on hold for longer than 3 minutes without coming back to the customer with a progress update. Make it mandatory to call the customer back if you "accidentally" hang up on them. Are you really recording these calls? If so, use the recording software to discover the calls that your agents mishandle, and have the QA person communicate that call to the agent's supervisor and have the supervisor call the customer back to continue with the original problem resolution, maybe with the same agent on th eline so that they can learn what they should have done in the first place.
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user_sskosj
1 Message
2 years ago
the absolute worst service ...never have experienced being so ignored, having so much trouble accessing service of any kind. the service (internet, cable, cameras, etc.) mediocre, if you can even set it up. criminal...really...i wish i could do this on my own, but verizon will suffice, at least for a while.
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JETPOWERED
Visitor
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1 Message
2 years ago
I've been a customer over 30 years and am close to cutting ties with Comcast Xfinity. They are forcing me to change the password on my main email account. I went through all the steps just to get to "something went wrong." Got to talk to a live agent. When they call me Sir James I know I'm in fir an uphill battle. No resolution on the phone, only a claim that they are having problems on their end and to give them 24 hours. What a joke!
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user_eq6m7r
3 Messages
2 years ago
Xfinity truly has the worst service. I have spent about 4 hours in the past 24 hours trying to get help. At this point, I am waiting on hold to cancel. It's just not worth it. They are terrible.
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user_203m67
1 Message
2 years ago
Absolutely. For what they charge there should be live support. I'm not against automated support If It Works [edit all caps]. Check the cable, cycle power, rinse and repeat is not support (it's antiquated like the 8 track).
Luckily I have other options, so done with them...
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mcgarland27
Visitor
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1 Message
2 years ago
Comcast is the worst company I've ever had to deal with. EVER. Horrible service.
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user_zkau9r
1 Message
2 years ago
[Edited: "Language"]
scheduled appointment 3 days in advance for 10-12, called said 9-11. 830a cancelled appointment via text, called customer service said they would come asap. Received an automated call at 12 saying appointment is 2 days later at 10a.
called customer service again saying I’ve been waiting all day and need to come today. She said dispatch supervisor scheduled between 2-4. We will see but I bet $100 they no show again. Waste my time with no concern [Edited: "Inflammatory"]
I’ll be looking for a new company.
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user_izwacy
2 Messages
2 years ago
Wasted an entire day talking to 6 different morons from their "customer support." [Edited: "Inflammatory"]. Issue never resolved [Edited: "Inflammatory"]
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user_1630me
1 Message
2 years ago
I've had to contact Xfinity twice this past week and it is the WORST experience in my life! Once my plan has run its course, I intend on switching to another service that actually has LIVE customer service. Using CHAT only is a pain. The person on the other side half the time doesn't even know what they're talking about. Example: I was connected to chat via my desktop computer which is plugged directly into my modem/router. I contacted XFinity to change out my modem. The customer service agent said to disconnect modem and plug in the other one and let her know when I did this. Seriously? What part of "my desktop is plugged into router/modem" did this person not understand? Then she said that the chat would still be active for 5 minutes to go do it. As expected, unplugging one modem and plugging in another resulted in lost contact with the chat.
I also tried to find out why Xfinity emailed me to change my modem in the first place. She didn't answer, just apologized and said she'll put my original modem back on the list. My original modem is rated to handle much more than what my current plan provides, so why the need to 'upgrade'? What a pain! It would be much easier to deal with problems if you have someone on the phone. Terrible!!!!!!!
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