Xfinity Support

Sunday July 20th 2025 I called to set up Xfinity home internet service. Steve was the rep that help us get everything set up. He was great and informed us a technician will come Saturday 26 July 2025 between 10am-12pm to set up out service. 

On Saturday 26 July, I patiently waiting between the hours of 10-12 for the tech to arrive. I can provide time stamped screenshots for reference. At 11:47 Xfinity Assistant informed me a technician was on their way. At 12:13 I asked if the tech was on their way, and i was told the tech was running late and I would receive a call as soon as possible with an update. I never received a call. 

I then was told there were no appointments scheduled on my account at 12:34pm. I requested a live agent and began chatting with Juned at 12:38. At 12:47 Juned was “supposedly” talking to my dedicated technician but was unsure of what my appointment was for. I began to express my concerns of this feeling like a scam and at 12:56. Juned informed me a technician would arrive within 30-45 minutes. No one came. 

We then contacted customer service at 1:00, I began to speak with Amir. I remained on the call with Amir for an hour. I was never told what the issue was and why a technician was not sent to set up our service. The call was made from my father’s phone number, however, I am the owner of the account. 30 minutes into my call with Amir, I asked to speak to a supervisor or manager and was told the dedicated supervisor Ricky was not in office and I would be added to the waitlist and receive a call within 24hrs. I asked to remain on the waitlist for Ricky but to also speak to another available manager. Amir left me on hold for 10-15 minutes and informed me a supervisor was looking for a solution and would call me before 8pm that evening. I asked for the supervisors name and was told, “He did not give me his name, I was just told to tell you you will receive a call before 8pm.” I still was not informed why the technician never came to install my service. 

I now have NO internet service and am unable to perform my professional duties! I left my home and drove 30 minutes to the nearest store front were the manager was able to instantly tell me that the technician knew on thee 24th that they needed to do a tap at my location to install services. We NEVER received a call to let us know there was an issue. She informed me an appointment had been scheduled for 31 July 2025. Which is an entire week without service! I am now unable to telework due to this inconvenience. 

At 5:31 I contacted customer service again and spoke to Rihanna who informed me that  a technician needed to come and do additional service at our location but we should have been informed of this change. She informed me the ticket for manager support was still open. At this point I still had not spoken to a supervisor. 

My dad informed me he received a call from someone stating we had an appointment scheduled for the 31st which is unacceptable for me because I need to work from home and am unable to leave my home during that time. 

I then called customer support again and spoke with Karen, she as very dismissive an informed me the escalation ticket to speak with a supervisor was closed because someone spoke with my dad and provided a solution. I informed her the account is not in his name and I the owner of the account asked to speak to a supervisor and would still like to speak to one. She said no, the situation was resolved with your father. 

I still have not received a call from a supervisor and now am expected to be without internet service and have to take off of work for an entire week because your company failed to communicate and perform the proper duties to ensure our service was connected on the initial start date. 

I would like to know what will be done to compensate me for this entire experience as well as interrupting my work schedule and livelihood as well as immediate internet service.