Xfinity Scheduled a Technician Without My Authorization — at an Address Where I No Longer Live

I have spent hours today trying to accomplish one very simple thing with Xfinity, and somehow ended up worse off than when I started.

I recently moved. I am disabled, I am still unpacking, my modem and related equipment are buried, and I cannot currently access the cable connection in my new apartment. Because of my disability, I also cannot predict when I will physically be able to get everything cleared and accessible.

My request was simple:

I am NOT ready to set up Internet service yet.

I do NOT want an installation appointment.

I do NOT have an activation date.

I need to know how to leave the move/service transfer pending until I contact Xfinity when I am ready.

That should not have been difficult.

First, Xfinity Assistant repeatedly refused to connect me to a live person and kept asking me to choose a category.

Then I was supposedly transferred to mobile chat, where no one appeared.

Then I tried phone support. I had connection problems, was put on hold, was disconnected, and eventually got through to a representative.

I explained the situation clearly: I had moved, I could not access the cable, my modem and equipment were buried, and I had no idea when I would be able to deal with any of it.

The representative completely misunderstood me.

She told me she had spoken with a technician who could come set up my Internet the next day.

I said, “Wow. Wow. Just wow. That is the exact opposite of the reason I called.”

I had never authorized an appointment.

I then had to call Xfinity AGAIN to cancel an appointment I never requested.

During that call, I discovered that the technician was going to be sent to my old address.

Nobody lives there.

So Xfinity:

1. Failed repeatedly to connect me with useful customer support.

2. Failed to understand a very simple request.

3. Scheduled an installation appointment without my authorization.

4. Scheduled it for my old address.

5. Forced me to spend more time calling back to cancel the unauthorized appointment.

6. Then dropped me right back into the automated system asking:

“What are you having trouble with?

1 - Outages

2 - Internet

3 - TV & streaming

4 - Self Install”

I finally received confirmation that the unauthorized 9/23 appointment was canceled.

This entire experience has been astonishingly bad.

I am disabled. I specifically explained that the physical state of my apartment and my disability prevent me from giving Xfinity a predictable setup date. Instead of listening to what I was actually saying, multiple parts of Xfinity’s customer-service process tried to force my situation into a workflow that did not fit it.

I was not asking for something complicated.

I was asking Xfinity to NOT schedule anything until I was ready.

Somehow even that was too much to ask.