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user_1jzcm4
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Visitor

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1 Message

Friday, August 28th, 2026 2:33 PM

Worst Customer Service

Terrible customer service. The store changed my account settings and locked me out of my mobile account. AI assistant is no help (as usual), the two agents I alked to were maybe even more useless. They have made my account inaccessible yet still charge me and disrupt my service. There is no way to make a payment and the agents can't even find my account (that I've had for over a decade). [Edited: Solicitation"]

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Updated 

2 hours ago

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XfinityFrank

Official Employee

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2.6K Messages

3 hours ago

Hi there, @user_1jzcm4. Thanks for reaching out to us here on the Community Forum and sorry to hear about the trouble with your account access. We would be more than happy to help you get this resolved. Can you tell us what error message you're seeing when you attempt to log in? 

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user_o8re8a

Visitor

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3 Messages

I agree worst customer service I ran into in my life. I’ve been trying to get my phone for a week now my home phone for my 91 year-old aunt and still not working and I cannot get through to talk to anybody cause AI won’t let me

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3 hours ago

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XfinityAirelle

Official Employee

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3.5K Messages

 

 

Hi there. We can understand how upsetting this has been, especially when you’re trying to get a home phone working for your 91-year-old aunt and have already spent a week trying to get help.

 

We’d like to focus on getting the phone service working rather than sending you through the same support loop again. To start, can you let us know what is happening with the home phone right now? For example, is there no dial tone at all, can you make calls but not receive them, or is the phone showing another issue?

 

Once we know exactly what the service is doing, we can walk through the next steps with you.

 

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 as Best Answer.tick

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2 hours ago

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user_o8re8a

Visitor

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3 Messages

Please have somebody call me [Edited: "Personal Information"]. Somebody just did and I pressed the wrong button. Please have them 

(edited)

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2 hours ago

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user_o8re8a

Visitor

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3 Messages

no dial tone it’s never worked since they installed it since I moved it from Verizon

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2 hours ago

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XfinityAirelle

Official Employee

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3.5K Messages

 

 

We understand, and we’re sorry you missed the call that just came through.

 

Since you’re confirming there has been no dial tone at all and the home phone has never worked since the service was moved from Verizon, we want to focus on whether the line was fully activated and provisioned correctly rather than having you repeat the same troubleshooting again.

 

Can you confirm whether the home phone is plugged directly into the TEL 1 port on the back of the Xfinity gateway and whether you see a telephone light illuminated on the gateway? That will help us narrow down whether this is an activation issue or something with the physical phone connection.

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 as Best Answer.tick

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2 hours ago

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