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user_cx2dmf
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Sunday, August 4th, 2024 3:17 AM

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Xfinity customer service is criminal negligence. How are they getting away with this?

I am a new customer who purchased Xfinity internet nearly a week ago. After I obtained the equipment, I found out that it could not be activated. I made an appointment for a technician to come out. We waited all day, and the technician never showed up. There was absolutely no communication. Nothing. We rescheduled the appointment for the following day and again, the technician never showed up. There was absolutely no communication again. We have spent 14+ hour on hold over the phone, over live chat, and with customer service agents, and we have gotten absolutely nowhere. They canceled our appointment for tomorrow since they attempted to reschedule for today, which we waited all day for no one to show up. Now it is impossible to reschedule an appointment through the app, over live chat, or phone. Not to mention that it is nearly impossible to reach a human being with Xfinity after you have already purchased services from them. These are days in our family’s lives sitting around, waiting at home that we will never get back, not to mention not having the service that we are paying for. If there is any alternative Internet option available at your address, I implore you to go with any other company than Xfinity. The live chat agents as well as the call center agents are mostly foreign and have no comprehension or any level of competence that is remotely helpful. Either that, or they are simply not willing to help once you have already purchased from them. This level of utter incompetence and negligence should be considered abuse to customers and is simply criminal. I am completely appalled by this company. I have never experienced anything like this from any other business in my life.

Question

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Updated 

9 months ago

196

2

XfinityJeniece

Official Employee

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3K Messages

9 months ago

Hey there, user_cx2dmf , thanks for reaching out through Xfinity Forums regarding the issues with customer support you have had. We are a team of live agents on this platform, and we would be happy to turn this experience around for you. We want you to be able to enjoy your new services with your family, and we appreciate you choosing Xfinity. You have reached the right place!

 

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
Press Enter to send it.

 

3

0

user_cx2dmf

5 Messages

I have sent a direct message. You asked for the address and then promptly stopped responding to anything else. It was a long shot, but I shouldn’t have expected anything else. This seemingly automated reply to this forum post is just as empty and unhelpful as the 14+ hours of phone and live agent chats I’ve wasted over the last two days to just get one answer on what should be a simple issue. Xfinity absolutely refuses to help its customers getting what they are paying for. This is absolutely pathetic and criminal. I hate the fact that Xfinity has a monopoly in my area, because I would pay double to go to any other provider so I don’t have to deal with any more of this pain and headache. 

9 months ago

0

XfinityJamesC

Official Employee

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2.1K Messages

My apologies for the delay, @user_cx2dmf. Our hours of operation are from 6am to 12am Eastern Time. It looks like your direct message came through after we closed for the night, but we should be able to pick things up as soon as you are ready. Thanks again for reaching out to us over our community forum.

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

user_cx2dmf

5 Messages

As expected, the direct message went absolutely no where. You essentially said you have no information available and then never worked to correct the situation. The chat then closed out due to inactivity as I was praying for a miracle for you to actually do something remotely helpful. This is a farce. Xfinity as a company has deep systemic issues and a culture of being dishonest to customers. I thank God that I was able to find another internet provider available in my area and have canceled Xfinity to give my business to a company who actually treats people like human beings. This bar is pathetic. Do better. 

9 months ago

0

user_bmioa7

1 Message

9 months ago

I could not agree more. I am going to escalate my issues with them to the authorities -  FCC and whomever else I can think of.

2

0

user_cx2dmf

5 Messages

Absolutely. These DM responses to the forum posts are just for show. I’ve engaged them again during the stated business hours and have made absolutely no progress. Just a response saying we don’t know when a technician will be available. There is just no accountability or any semblance of competence or willingness to help.

9 months ago

0

XfinityDemitrius

Official Employee

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1.8K Messages

Hey @user_bmioa7, Thank you for visiting our official Xfinity Forums Community support page. We greatly appreciate you taking the time to share your experience regarding the Xfinity account and services. I would be more than happy to offer my assistance. How can we assist 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 a reply as the Accepted Answer.tick

9 months ago

0

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