WORST web site experience

I am so profoundly angry at this company for the worst web experience ever. it's always been horrible but today i see you've gone into new territory.

NOTHING and I mean NOTHING on your website works.

Chat goes to a bad gateway.

You can't log-in and see deals for your own account.

I never thought anyone with web design experience designed this site because it's always been so convoluted - someone on your end clearly listened to the coders instead of the IA dept. and there is no way this was EVER beta tested with humans.

You have ALWAYS made your users jump through crazy non-sensical hoops to make any changes to their account. Searching to see what services you're signed up for is a fool's errand...for god's sake spend some money and fix this - make your website easy to use and easy for your clients to find things. make things direct and clear. and for god's sake STOP making us all re-sign in with each and every click....

at this point your website is unusable. it will not deliver any information to me as an existing account holder - it's forever loading, loading, loading, loading and if i click any other button it takes me into a new loop as a new customer but once it has my address it identifies me as an existing customer and then i'm back to the loading, loading, loading dots. endless loops that accomplish NOTHING!

this website is an atrocity.

shame on you comcast or xfinity...whatever your name is....you probably spent hundreds of thousands of dollars to re-brand only to cause abject confusion - good job!

shame, shame, shame on you!

Responses

XfinityJorge

Official Employee

•

2.1K Messages

1 year ago

Thank you for taking the time to post and to reach out to our team

user_js1bc9 on our Forums. We are sorry to hear about your experiance and our team is happy to work with you to help as well as make this right. To get started can you send us a DM with your full name and service address? Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message" icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message

0

U

user_wbqqi3

1 Message

1 year ago

I was so frustrated with this website that I literally Googled "xfinity worst website ever" and came across your post. Xfinity please fix your terrible website

1

0

XfinityShawn

Official Employee

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1.4K Messages

user_wbqqi3 What issues are you experiencing with the site? Have you tried clearing cache/cookies as well as tried other web browsers?

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 year ago

0

IF

INTREPID-FL

Visitor

•

10 Messages

11 months ago

Agreed. It's a festering pile of [Edited: "Language"]. At least add a simple menu with all the account options in one place:

Add or Manage Devices

Return a Device

Status Center

Help & Support

View Data Usage
Billing

Now it's impossible to find anything. What's wrong with you people?
I posted this complaint over 2 years ago and since then it's gotten worse!!!

See: https://forums.xfinity.com/conversations/signin-and-account-management/your-new-xfinitycom-experience-stinks/63682efeb5284b6592da793e?commentId=6368346592a15b227c28fe6a

(edited)

4

XfinityAngie

Official Employee

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1.8K Messages

INTREPID-FL, We are sorry to hear you are not happy with our website. Your feedback is important. If you need any help, we are here for you. Also, at the bottom of the website, you can click on "Ask Xfinity Assistant". It is another great resource.

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

11 months ago

0

IF

INTREPID-FL

Visitor

•

10 Messages

I don't want to "Ask Xfinity Assistant". THAT IS the problem. As I and many others have said already - Add a basic simple menu with all the choices in one place!
This is gross incompetence - a fact, not an opinion based on every customer comment I have read. Please send this to upper management for correction. Thank You.

(edited)

9 months ago

0

XfinityKrista

Official Employee

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1.5K Messages

Hello @INTREPID-FL, thank you for taking the time to reach out on social media. I understand your concern, and I'd like the opportunity to check into that for you.

To access your account, will you please send us a direct message with your full name and complete service address.

To do so, click on the chat icon located at the top right of this forums page.

Here's the detailed steps to direct message us:

Click "Sign In" if necessary
Click the "Direct Message” icon (upper right corner of this page)
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
Type your message in the text area near the bottom of the window
Press Enter to send your message

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

9 months ago

0

IF

INTREPID-FL

Visitor

•

10 Messages

@XfinityKrista Please follow my request (send complaint to management). I'm not interested in posting my complaint twice.

(edited)

8 months ago

0

U

usernamenotfound

1 Message

9 months ago

You all have the worst website I've ever seen from somebody that didn't use Squarespace. I couldn't even log into my account on my browser, and I got an endless loop of trying to log in today. Two days ago, I couldn't pay my bill because every time I tried, I got redirected to a completely blank page. Truly, what undergraduate freshman computer engineer squeezed out this bowel movement of a website? And why haven't any of you corporate shmucks thought about fixing it? There are definitely plenty of folks here mad about it. The entire thing is just a page of ads, and when I try to do the very simple task of trying to pay my bill or change my router, I have to spend all day on live chats and holds because there is no real way to do half of this online, even though the website clearly has a "moving" option to try to put this in myself. When I did, an Xfinity representative suggested that none of my work to change stuff over worked, and they had to do it on their end. Which is crazy, since you guys sent me a confirmation email when I was done telling me that the transfer worked. What is the point of your broken site other than shoving ads for equipment I don't freaking want or need into my face? Honestly, looking at new internet providers in the future based on this. Just really felt like even though the employees may care, your company couldn't care less about how many employees it takes to set up a router (it's five, by the way. Three to not know how to find the new apartment and tell me it doesn't exist, one to tell me when I tried to do it online it didn't do anything, and a final person that calls hours later with no clue where we are in the process, so I'm just trying to explain that I want to give them a MAC address to they can connect my router and be done.

1

0

XfinityDena

Official Employee

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3.2K Messages

@user_diex0v I am sorry to hear you had issues with paying your bill. I would recommend clearing cookie and cache, rebooting your modem and using incognito mode. I did want to mention with AutoPay you would have the added convenience of automatic bill pay, which guarantees no service interruptions or late fees due to non-payment with keeping AutoPay on the account. I have it for my own account and its one less thing to worry about each month! You can set up autopay by following this link: https://www.xfinity.com/support/articles/setting-up-auto-payments. You can also set up text notifications to make sure you never miss a payment here https://www.xfinity.com/support/articles/comcast-text-alerts. Here is a link: https://www.xfinity.com/support/articles/comcast-alerts with the text alerts.

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

9 months ago

0

JazzV3

Regular Visitor

•

10 Messages

8 months ago

Add one more person to the long list.

[Edited: "All Caps/Inflammatory"]

Endless loops - login failures for absolutely no reason - did I mention hoop jumping?

I have never seen a web site where simply logging in is so difficult. It's literally crazy.

How hard is Username: "type" Password" "type" Your web site will simply sit there and stare at you after entering A CORRECT USERNAME while a circle of death spins.

Once the circle of death gets tired of spinning, the username blanks out and you start over.

[Edited: "All Caps/Inflammatory"]

(edited)

0

6700122

New Poster

•

3 Messages

8 months ago

Could not agree more. Yesterday and today has been the worst - by far - online experiences I've EVER encountered. Both days, I needed to establish 2 brand new passwords just to access my account. Longtime customer here. Kept getting bounced out, while simply trying to see if I wanted to update my plan. I asked the online chat thingy a simple question, and just got mumbo jumbo about their "dedicated team". Not even remotely close to answering my simple question. Tried and failed again today. Oh, and earlier today I got a quasi-threatening email from Xfinity, regarding "Final Opportunity: Keep Your Service Active". I've been on Autopay. It's almost as if they're TRYING to give bad customer service - because at that they've succeeded. Absolutely pitiful. The worst.

1

0

XfinityAldrik

Official Employee

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2.1K Messages

Thank you for reaching out to us @6700122! If your account is on automatic payments, an email would not have been sent. Emails sent by us will have an Xfinity Verified Email logo. It would appear that email you received was a scam. For more information on known scams and how to report them we have this dedicated site here.

You mentioned your concern was not answered by our online chat. Please create a new post outlining your concern. We’d love to help!

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

8 months ago

0

U

user_7k51to

1 Message

7 months ago

Totally agree, NOTHING can be accomplished in the website. Worst website design.

1

IF

INTREPID-FL

Visitor

•

10 Messages

@user_7k51to They're incompetent.

7 months ago

0

Customer Service

user_js1bc9

WORST web site experience

XfinityJorge

user_wbqqi3

XfinityShawn

INTREPID-FL

XfinityAngie

INTREPID-FL

XfinityKrista

INTREPID-FL

usernamenotfound

XfinityDena

JazzV3

6700122

XfinityAldrik

user_7k51to

INTREPID-FL

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