1 Message
Xfinity has the WORLDS WORST CUSTOMER SERVICE
Here’s a revised version of your review that maintains a professional tone while amplifying your anger and frustration:
Xfinity’s Customer Service is an Absolute Disaster
Dealing with Xfinity has been one of the most frustrating customer service experiences of my life. Your so-called “support” system is completely broken. I needed help and was forced to use your text chat because speaking to a live person seems impossible. What followed was an infuriating three-hour ordeal during which I was transferred to nine different agents.
Here’s the kicker: after the second transfer, I specifically asked why I kept being passed around. The agent told me I had to send a message every 2-3 minutes to keep the chat session active. Fine. I did that. I stayed in constant contact with the third agent, and just as we were about to resolve my issue and apply a credit to my bill, the session was terminated anyway. Immediately, I was transferred to yet another agent, who started from scratch.
This happened nine times. NINE. Every single time I had to re-explain the situation, redo the troubleshooting steps, and waste more of my time. Either your agents don’t read the notes, or there are no notes being taken in the first place. This system is beyond dysfunctional. It’s either a case of gross incompetence or an intentional design flaw that lets agents avoid helping customers.
After three hours, I gave up and went to your store, where my issue was resolved in minutes. Clearly, the store staff understands customer service better than your virtual team. Your chat system is an absolute failure and a colossal waste of your customers’ time.
Now let’s talk about your mobile service. I was promised a promotion where I’d only pay taxes and surcharges on one line. My bill came in at $77.91. When I called to address this, I learned the promotion I was sold doesn’t even exist. I would need to add a second line to qualify, something your agent conveniently “forgot” to mention when selling me the service. I was blatantly lied to. Either your agents are intentionally deceptive, or they lack proper training.
This entire experience has left me utterly disappointed and furious. If I had another option for internet and mobile service in my area, I would switch immediately. But Xfinity’s monopoly means I’m stuck with a company that clearly doesn’t value its customers’ time or trust. You need to fix your customer service, hold your agents accountable, and stop making false promises to your customers.
Let me know if you’d like to tweak this further!
XfinityThomasC
Official Employee
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2.4K Messages
3 months ago
Hello, @user_hphqis
Could you please send our team a direct message with your full name and full address? To send a direct message:
1. In the top right corner, you'll see a little chat icon near the bell icon. Click the direct message icon
2. Click the "New message" (pencil and paper) icon
3. In the 'To' line, type "Xfinity Support" there. A drop-down list appears. Select "Xfinity Support" from that list (an "Xfinity Support" graphic replaces the "To:" line)
4. Type your message in the text area near the bottom of the window
5. Press Enter to send it. An official employee, such as myself or whoever is first available, will respond. Thanks!
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user_ixn4l2
2 Messages
3 months ago
I need my money back for this phone...I'm paying you every month and I can't get my phone activated. You guys have the worst customer service I've ever experienced in my 48 years of being alive
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user_34hk7d
1 Message
2 months ago
My experience EXACTLY. I realize Xfinity is providing the least amount of help they possibly can, given the $200+ they take each month. Going to an Xfinity store to try and beg for help. Xfinity really deserves their garbage reputation for the worst support the western world - well done! 👍
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user_ikmsev
11 Messages
2 months ago
On Tuesday, Jan 21, I woke up to no TV/Internet at 6:00 AM. I gave it an hour or so thinking it would be fixed and come back on but it did not. So I called Comcast to report it. I got a message that there was some routine maintenance in may area and service would be back on by about 9:00 AM. I got a text about 8:15 saying service was back on. However, my service did not return. I also found that my nextdoor neighbor's service was out as well. So we both started calling to get assistance but we could only get the messages that continue to tell us that until we restart our equipment an agent cannot help. I did that 5 times over a period of about 8 hours and finally got to an agent but was cut off on 2 occasions and had to start over. I also spoke with several aquaintances within a block of my house and their service was up and running. So eventually late Tuesday the last agent that I talked to told me that no one had reported the outage after I had tried reporting it all day long. So the agent scheduled an appointment with me as well as my neighbor for Thursday, Jan. 23 stating that the trouble was inside our house and a service man would come to identify the problem. Of course it is impossible that it could be inside based on the circumstances of the outage with both me and my neighbor. So we waited until almost midday Thursday for a service man and within 5 minutes he determined that the problem was outside on the road just as I told the agent. He reported the outage immediately. Another service tech showed up within 30 minutes, located and fixed the problem in about 15 minutes. The service man at my house said that when I originally called to report the outage the company determined that (as it turns out) only me and my neighbor were without service (2 customers) so it was not a priority to get us back online. That was why we went without TV/Internet/Phone for two and one half days when people all around us had service. If 5 or more customers had reported an outage it would have been a priority and they would have come out right away. By the way, there was no ice or snow where we live so weather was not an issue either. My neighbor and I got back on line about noon time yesterday after two and one half days without service that took 15 minutes to fix. Well that is [Edited: "Language"]. The only reason that I continue to use Comcast is because there are no other choices where I live with both internet and cable combined. I had a previous issue several month ago that costed me a lot of time and effort to get resolved due to no fault of my own with no compensation for all of my trouble. I thought maybe it would not happen again and now this. Comcast service just get worse and more expensive. They have a monopoly and they know it.
(edited)
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user_4gz01j
1 Message
2 months ago
Absolutely impossible to connect with a live agent. The initial phone recording said the automated chat agent could connect me with a live agent. That's a lie.
I'm trying to figure out if I'm getting fraudulent emails and would like to speak with a person.
Xfinity is beyond the worst customer service. They define the worst.
If there was a viable competing company in Santa Fe, I'd go with them. How could anybody be worse than allowing no contact with a live agent?
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lisaanddon
New Poster
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12 Messages
1 month ago
I agree totally. 10 hours 10 techs still getting the run around
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eshaback
1 Message
1 month ago
I understand what you mean. I'm a long time customer of Comcast "Xfinity" and I called to up my internet speed. I representative offered me a deal to transfer my cell service. At the time the promotion sounded great and it provided me 200 saving a month. But what she failed to inform me was I could ONLY move 4 lines. She said there was an issue and it would be resolved the next day. Let's just say it was never resolved and now I have 4 lines with Xfinity and two lines still with my previous carry which I no issues with service or customer service. When I called to understand why I was told it will be fixed for me to never be fixed. Only one person after I asked for a supervisor was I told i was approved for only 4 lines and not 6 like i had before. This information was given after 3 days. I was mislead. I was blind transfered many times. And now I am unable to go back to Verizon when I tired. It was a big mess so now I have 4 lines with Xfinity mobile and 2 lines with Verizon. Paying two separate bills still not saving.
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user_8b5d00
2 Messages
24 days ago
Could not agree more! I called last week and was on the phone for an hour - STILL no solution to horrible wifi connections. Called back today and I can't even GET to a live person bc the AI Assistant forces you into using that 'feature'. Completely USELESS service and nothing but time consuming run arounds. Whomever is in charge of the Customer Service should be fired.
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user_zpph62
1 Message
10 days ago
This company should be shut down. They do not deserve 1 penny from us. I will look elsewhere they have the worst customer service and overcharging me. Tried to call to resolve the issue i was given the run around with for over 1hr speaking to bots and chat that disconnects the chat. I am over this company. Shame on them!
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MJR728
New Poster
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5 Messages
8 days ago
I spent an entire day and a day in a half trying to get nothing more than a service call! One appointment!
The automated responses are ridiculous! It's like going to a hospital with a broken leg and getting a needless shoulder surgery. The CSRs are trained to do very little. If your problem fits into one of the few issues they know how to handle, your phone time will probably slim down to five hours.
That [Edited: Language] AI is a nightmare! You get four topics to "discuss". If your particular topic is not listed, your odyssey will begin. Kiss the kids goodbye. You're going to be preoccupied all day. All day.
However, you can go back to school when you're offered dozens of "articles" to read.
What [Edited: Language] am I paying for? What? A reading list? I want my problem solved, not blinking homework!
When I changed residence, it took a full week for someone to understand. Hours and hours and hours! A week! A simple move. People do it all the time. Maybe Xfinity has never heard of moving. Heaven knows you could convince me of that.
And how about the installers who wanted to know why I wanted a TV installed in a coat closet. A coat closet! [Edited: "Inflammatory"]
If you need customer service from Xfinity, cancel a day's plan, pack a lunch and stay hydrated, because Xfinity CSRs simply don't know what to do with your issue. They are programmed to do a certain limited number of things,l. If your problem doesn't fit into the six or seven things they know what to do - good luck. Moving.
A spent a day and a half trying to get a simple appointment. An appointment!
Good grief, this is the worst customer service ever, ever created. I don't blame the CSRs. Not at all. Xfinity/Comcast trains their CSRs sloppily.
(edited)
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user_wyejfb
1 Message
7 days ago
I completely agree. It is so bad I am looking to cancel my service. THE WORST.
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Camboyana
1 Message
18 hours ago
Xfinity honestly has the worst service. I’ve never experienced such bad customer support in my life. Occasionally, they fix the issue depending on the problem, but in my case, Xfinity not only failed to resolve my issue, but I’ve been repeatedly bounced between agents, automated systems, and technicians who seem incapable of doing their job.
I’ve been dealing with internet problems for months, and the issue remains unresolved. On top of that, they inexplicably closed my account, claiming that the person on the account was deceased. How is that even possible? It makes absolutely no sense.
As someone who works from home, unreliable internet has greatly affected my ability to work efficiently. The connection either drops completely or is painfully slow at times, making me feel like I’ve been transported back to the days of AOL.
Ironically, Xfinity used to provide some of the best service, but now it’s the worst. After being a loyal customer for over 20 years, I’ve started looking for alternative providers. It’s truly disappointing to see the quality of service decline over time when it should improve.
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