Visitor
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2 Messages
Xfinity Customer Experience
I’m writing this with deep frustration and disappointment after months of ongoing issues with my Xfinity service. I’ve been experiencing constant problems with my internet connection and unexpected extra charges that make me feel taken advantage of rather than valued as a customer.
Recently, I was encouraged to cancel my other movie and series subscriptions because I was told that Xfinity’s TV service would be better and more affordable. I trusted that advice. But when I finally came home after a long and exhausting day, hoping to relax, I found that most of the content available was outdated, the channels were unappealing, and the newer shows or movies required extra payment. It was incredibly discouraging.
I feel not only upset but also disappointed that I’ve spent countless hours on the phone—sometimes over an hour per call—trying to fix issues that never seem to get fully resolved. I truly hope Xfinity takes this feedback seriously and understands the impact this has on loyal customers. We rely on this service to stay connected with our families, work, and daily lives, and we deserve honesty, respect, and dependable service in return.
EG
Expert
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115.2K Messages
3 months ago
The concern is not "Channels And Programming" help related............ Topic moved here to the proper help section, and for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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XfinityJon
Official Employee
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926 Messages
3 months ago
Good afternoon user_n8m9ip I can assure you this is not the experience we want you to have. I would be more than happy to review your account with you, and to assist further. I will need some additional information.
Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.
To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging
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 and press Enter to send it.
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AndyKool
New Poster
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2 Messages
2 days ago
Today is Jan 4, 2026. I could not access the internet, so I contacted Xfinity through the app. I held my phone in my hand for nearly an hour, waiting and following everything Xfinity asked me to do.
After almost an hour, I was informed that for some reason Xfinity could not connect to my modem. Xfinity apologized and scheduled a technician to come to my home to fix the issue. The customer service was very attentive and very polite.
Because I work from home, I really need an internet connection. If I had to wait two days, I would likely run into problems. So after restarting the modem many times and still not being able to connect, I used the app again to request help. Xfinity informed me that I already had an appointment scheduled for two days later, but they continued to assist me anyway. Unfortunately, after 30 minutes, the internet still could not be connected. I had no choice but to accept it, but I still answered the customer service survey from Xfinity.
I was unhappy because I would not be able to work for the next two days, but I still wanted to tell the truth about the dedicated and thoughtful service provided by Xfinity’s staff. In the section for suggestions on how Xfinity could improve, I clearly mentioned the two-day wait and how it could affect my work.
About 30 minutes later, I received a call from Xfinity. The woman introduced herself and said she worked for Xfinity. She said she would try her best to help me, but just like the previous two times, I still could not connect to the internet. After that, she told me she would arrange for a modem to be placed at a location near my home, and I would not have to pay any cost at all.
I went to the location, and in less than 10 minutes I had a new modem. In under 10 minutes, I was able to connect to the internet, with a connection similar to the one I had purchased before.
I sincerely thank the employees who helped me today with their enthusiasm and truly professional customer service. Especially since today is Sunday, and one of the people who helped me was very far away, where it was already 2:00 AM.
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