Visitor
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2 Messages
worst customer service ever
I spent 20-30minutes trying to reach an operator to assist w/ setting up our new router. We followed all of the instructions but the app kept just saying it was in process for over 30minutes. I entered my phone number twice and you found different addresses each time and would never let me speak to a person about why it was taking so long for router set up to be done. Finally, we just tested our wireless and it appeared to be working so we assume the new router is set up. I have never been able to reach someone w/o calling 5+ times. You as a company have the worst customer service of any. And then to return the old router, I have to find a box that fits it - why wouldn't you send the new router in a box that would fit the old one for returns (you know what I have!). UPS was easier to schedule a pick up (did in 2minutes) than getting any help from you. So disappointing that you don't even care about your customers.
XfinityJosephA
Official Employee
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1.8K Messages
2 months ago
Hello @user_81ue0a thanks for taking this time to share your experience, so we can continue to do all we can to follow up on feedback and enhance our customer support. Our team can make sure all your services are working properly and help with anything else you may need. Do you have a tracking number for your return and are you still able to access the internet while at home?
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user_81ue0a
Visitor
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2 Messages
2 months ago
tracking # is the one on the sticker that you guys sent me (don't know why you don't know that? just like online kept asking us what router no. we had when you're the one that mailed it to me, you should know) -
[EDIT: Personal Information]
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