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user_aifoa2
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15 Messages

Wednesday, January 24th, 2024 5:13 PM

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Xfinity Customer Commitment

I have had a very poor experience over the past couple of days.  Xfinity and dropped the ball multiple times causing me to waste hours on the phone trying to get the new services activated.

I ran across the Xfinity Customer Commitment and want to know how this applies in my situation...making things right?  How is this done?

Question

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Updated 

1 year ago

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XfinityOrlandoM

Official Employee

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2K Messages

1 year ago

@user_aifoa2

 

We do apologize for any inconvenience you had and glad you were able to view customer commitment https://www.xfinity.com/support/articles/xfinity-customer-commitment page. Were you able to get your services activated, are they working ok ?

 

 

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user_aifoa2

Contributor

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15 Messages

No...still waiting.  This has gone on for hours into days.  Promised a call back ([Edited: "Personal Information"]) but have not received one. 

How to you honor your commitment and "make things right"?

(edited)

1 year ago

0

XfinityOrlandoM

Official Employee

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2K Messages

1 year ago

@user_aifoa2

 

Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

 

To send a "Direct Message" to Xfinity Support:

 

Click "Sign In" if necessary

 

Click the "Direct Messaging" icon or https://comca.st/3EqVMu7

 

Click the "New message" (pencil and paper) icon

 

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

 

- As you are typing a drop-down list appears. Select "Xfinity Support" from that list

 

- An "Xfinity Support" graphic replaces the "To:" line

 

Type your message in the text area near the bottom of the window

 

Press Enter to send it

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XfinityJanelle

Official Employee

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1.5K Messages

We are always happy to assist you. You would want to reach out to Xfinity Mobile to assist with your cell phone if that is your provider. We'd love to help, but we don't have access to XFINITY Mobile accounts via social media, I do apologize.
 
Our Mobile experts via one of the following methods:
 
• SMS Text Message: 1 (888) 936-4968
• Phone: 1 (888) 936-4968
• Chat: https://www.xfinity.com/xfinityassistant/?channel=xMobile
 
Our XFINITY Mobile partners are available daily from 7 am to 9 pm EST.
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

user_aifoa2

Contributor

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15 Messages

1 year ago

Nice that you take the endless discussion out of the form to direct message.  [Edit: Inflammatory]

(edited)

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user_aifoa2

Contributor

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15 Messages

1 year ago

here's an idea...how about actually talking to each other and drop the chatting and direct message.

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user_aifoa2

Contributor

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15 Messages

1 year ago

Still have not received a call back on ticket number [Edited: "Personal Information"]?

(edited)

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user_aifoa2

Contributor

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15 Messages

1 year ago

I give up...moving my cell phone back to Verizon.

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user_aifoa2

Contributor

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15 Messages

1 year ago

Your service rep just dumped me to Apple support who had no idea of why they got the call.  Your people are worthless.

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XfinityMartyR

Official Employee

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2K Messages

I'm sorry to hear our Xfinity Mobile Team was not able to assist you with your concern. Unfortunately, we are a bit limited when it comes to assisting our Xfinity Mobile customers. We can help with general questions, troubleshooting, and may be able to point you in the right direction. What type of issue are you having with your Xfinity Mobile service?

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
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

user_aifoa2

Contributor

 • 

15 Messages

I honestly didn't think this could get any worse.  However, when I tried tied to transfer my phone back to Verizon, I called Xfinity for this request.  They said they could do this but said the only way they can do this is to text the PIN to the phone on record with the account.  In my case, this the phone that Xfinity couldn't get to work!!!!!!!

My phone number is now being held hostage by another stupid Xfinity policy!

1 year ago

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user_aifoa2

Contributor

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15 Messages

The Xfinity folks are telling me that can't give me my number because it is already active in the Xfinity system.  I would curious how this is active if the phone doesn't work?  My position is that Xfinity attempted to transfer and active my cell number in their system but this was never accomplished.  If Xfinity never delivered the service as promised...how can the phone be "active"?

1 year ago

0

XfinityMartyR

Official Employee

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2K Messages

@user_aifoa2 Thanks for the additional information, and letting us know the struggles you are having with your service. We would be happy to escalate your concerns to the Xfinity Mobile Team. Please send us a direct message, so we can 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
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

user_aifoa2

Contributor

 • 

15 Messages

1 year ago

I am once again waiting on a supervisor.  Told they only have three and they are all in a meeting.  Three seems very small for a company of this size.  Might also be a good idea to step out of a meeting to take care of your customers!

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XfinityJeniece

Official Employee

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3K Messages

@user_aifoa2 We would be happy to submit a ticket to our Xfinity Mobile Team on our end if you are still having issues that are not resolved by the mobile team. If you can please send us a Direct Message we would be happy to help! 

(edited)

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

user_aifoa2

Contributor

 • 

15 Messages

1 year ago

Still waiting to speak to a supervisor,,,one hour and 24 minutes!

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user_aifoa2

Contributor

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15 Messages

1 year ago

I'm learning a lot while on Infinity hold waiting for a supervisor.  Just reviewed the Xfinity Terms of Service.  They do have an arbitration process but also offer the ability to sue in small claims court.  What is the value of a long-term cell number?

This might be good future reference.  Copied from their website.

"Notwithstanding anything in this Arbitration Provision to the contrary, either you or we may elect to have a Dispute heard in a small claims court in the area where you receive(d) Services from us, if the claim(s) underlying the Dispute is not aggregated with the claim(s) of any other person and if the amount in controversy is properly within the jurisdiction of the small claims court."

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user_aifoa2

Contributor

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15 Messages

1 year ago

Now on Infinity hold for two hours 10 minutes...and still waiting.

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user_aifoa2

Contributor

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15 Messages

1 year ago

Two hours and 35 minutes and finally got a supervisor.  Back on hold again.

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