Why is Xfinity customer service so incredibly POOR and horrible?

This is possibly the worst customer service ever.. Believe everything you read here... TERRIBLE... transffered over and over in circles... They dont understand you. my billing has been messed up for months. I want to get rid of them so bad.

Vary poor customer service overbilled my auto pay and won t return money . Cannot seem to resolve problem after multiple calls and agreements on issues being resolved only to find out a month later same issues 

I agree 100% with everything you said. [Edited: "Inflammatory"] I was on chat for over 3 hours yesterday because each time they had to transfer me but forever it took with each one to realize that that wasn't something they could help me with. I asked them to call have somebody call me multiple times which did not happen. Finally got somebody that helped after 3 hours and told me they were going to give me one free month of stars in the chat and that was manager approved because they had shut us off before the end of the month when we canceled it for the end of the month. I had a couple more shows that I wanted to finish up and then not going to have it anymore. Bottom line nobody could help me I called and waited on hold multiple times and then finally even though they were saying it was 30 to 45 minute hold and I held that long nobody answered so I finally pressed one so I could leave a voicemail and have him call me back and they had no appointments available that day. How weird is that tell you it's going to be a 30 to 45 minute wait but then they're not going to call you back when it's your turn? So then today my husband was going in to return yet another box and I said you know what I'll go in there so I can speak to a human that speaks English in person and he returned the box which took 2 seconds and then when I showed him my conversation with the chat and how I just wanted to get the stars turn back on he said okay well I can't help you with that you will have to wait for representative. I said how long cuz I had other things to do he said about 30 minutes. Of course it was a little over an hour and freezing cold in there as well as they were blasting music but not everybody likes or wants to listen to. Anyways after an hour wait I get to somebody and I show him the same thing I showed the person who told me I need to wait to one of those people to get help and he said we can't help you with anything to do with credits or billing here anywhere in the store there's not anything. I said could you please get me on the phone with somebody that could then I would think that you would have a direct line. No we don't of course this person had an attitude anyways. So after wasting an hour there which I didn't think to ask him but if he knows that there's not one person in the store that can do anything about billing or credits why the person that told me I needed to wait for one of these other people not know that? Don't you think that would be basic knowledge to work there. Instead he wasted an hour of my time so 4 hours wasted so far and it's still not straightened out. I can't tell you how many hours over the years that I have had to spend on the phone trying to straighten out issues or wait around for their service which is always between you know a few hour period with the high bills we pay. Our service is $250 a month and my time is worth it more than that for 4 hours but they don't care. We have turned in most our boxes we bought our own router and even though I know[Edited: "Language"/"Inflammatory"] I think we're going to change just because we have given Xfinity our business since they came out our entire life which has probably been something like 40 years or close to it and ready to try somebody else cuz they just don't care. Wish somebody from Xfinity would read this stuff and realize how many unhappy customers they have and how simple training would help.[Edited: "Inflammatory"/"Language"]

Yep!!!! Everything that’s been said. We paid our past due and we’re promised services would be restored immediately. Nope. Internet was but not tv. Chatted with over 5 agents and were told different things with each agent. You could tell there was a delay because of translation then get exact scripted answers that do not address anything you tell them. It’s like a twilight zone movie. One agent told me I had huge past due as he sent me my current balance due 11/29. Uh, it’s 11/11. No calendars???? And THEN (for the cherry on top) transferred me to a mobile rep. I was just laughing at this point. If I conducted myself at my job this way would have been fired long ago and we pay them!!! Just astoundingly bad. It’s like they’re holding a competition to see how awful they can be while laughing because of market lock down. Well, bad news. Frontier is now in our area and we’re about to be off like a prom dress. 

The signal in my apartment went out and evertime I would call customer service it would be the same thing.. unplug your modem, Totten your cables blah blah blah and sent four technicians out to do the same thing.. test my signal and determine there is none... two of the technicians found a problem where the box is outside of my apartment and said a "specialist" has to come a replace a cord but xfinity didn't send this so called specialist and hasn't communicated with me about if and when this is supposed to happen. I didn't renew my service because what's the point of paying for something that I'm not getting and I haven't even heard from xfinity about my problem. You would think they would do whatever the can to keep thier customers but seems as if they don't care.

Been paying for 1.2Gbps speed... I've gotten every speed variation possible except what I'm paying for. Hours and hours wasted dealing with this issue, literally have no other choice other than comcast.

I agree this is the worst service I have ever in my experienced I think this business should be shut down as soon as possible calls dont work ,chats dont [Edited: "Language"]

They are an awful company.  Undertrained reps.  I mean, it takes 10 minutes to even speak with someone.   They added 4 services I has no idea about. Told me I couldn’t cancel my moms line, who had passed away.  I was paying $600-1000/mo for home internet, one camera and 4 cell lines.   I got out!   Took about 20 hours of my time to get absolutely nothing resolved.  

So True!!! 

Xfinity assistant us ridiculous- it sends you in circles 

This could not be more true! I have been in a customer service loop for over 2 hours at this moment. Seriously, it doesn't have to be this hard. It makes me wnat to switch so bad, and I think I'm going to. They tell me they're not the person to help me, then give me a phone number, and it leads me back to a chat where the person is, again, not the person to help me. It is SO awful and I have wasted SO much time this morning on this - unnecessarily, unless they just don't want people to be able to correct their bills.

They continue to raise prices and then when you try to call in to resolve, they waste hours of your time only to actually increase the price from the already higher price. Our cost has gone from $90 to $190 in two years for the same exact service. Not to mention the cost of hours of my time with their chat/phone/etc..

Comcast has the worst customer service ever you can't never talk to anyone it's all automated 

This is so ridiculous xfinity never used to have bad customer service like thi.  First of all I asked the man if he could resolve my issue and he  kept repeating the same robot answer repeating the same thing over and over again. I asked  if he was overseas he said yes I said OK well that tells it because xfinity customer service never used to be overseas and they used to be able to  resolve your issue right away it's the worst customer service ever. If I made a payment arrangement for my service not to be interrupted well it was interrupted anyway even though I made the payment arrangement and received a text saying I made the arrangement. I call customer service at 2 AM and I barely can even understand what he says.  He repeats the same thing over and he's no help   xfinity needs to get their act together otherwise I'll be going elsewhere. Not only is it expensive but their customer service is the worst in the business for cable companies. It's like xfinity is a 3rd rate cable company but charges ridiculous prices with the worst overseas customer service ever!!

Their Customer service is even worse than their website if you can believe it. This is an actual screenshot from their website, talk about armature hour. Who are they hiring? I could build a better website than this and it isn't even my field. Stretched images so distorted you can barely read them, constant verification loops. They should hire my 6 year-old nephew.

Its the worst customer service i have ever experienced. My internet is not working. I made an appointment for a tech visit. The cancelled it 3 times on their own because the declared the issue was fixed. I t had not been fixed! 
 After another hour and half with the horrible chat agent we made another appointment. Then i get 5 phone calls from a person i cant understand what they are saying, orher than they want to triubleshoot the issue. Im at work. But they cancel the appointment again!!!!!!!!