Xfinity Survey Scam - Internal Employees manipulating Survey Scores by lying to customers.

I've been having internet connectivity issues for the past couple of weeks. I've had 2 technicians out to my house already and need another one to come out because I'm still having issues (Xfinity can see the problems on their end when I call in). Today (Sunday at 10:11 AM) I called in and scheduled an appointment for Tuesday from 1pm-3pm (their earliest available). At 11:28AM I received a text message from 61591 with the following message.

"Hi, Xfinity here! Please provide feedback on your most recent experience with Xfinity.

Thinking about your phone call with us, how likely are you to recommend Xfinity to friends & family? Reply from 0 Not at all Likely to 10 Extremely Likely.

Msg&DataRatesApply. STOP to end survey msgs."

I didn't respond to this survey. 

At 1:50PM I received a phone call from 1-888-934-6489. This person identified themselves as a "supervisor" for Xfinity and that they had an earlier appointment available and wanted to know if I wanted to change my appointment to an earlier time. (of course I did, because my internet isn't working correctly). The person first offered me an appointment at 8AM-10AM tomorrow (Monday) but I told them I was unavailable during that time. They then offered me an appointment later today (Sunday) between 5pm-7pm, which I said I was available for although I explained to them it would be dark, they confirmed their technicians work in the dark. This supervisor stated to me they were locking me in for this appointment today from 5pm-7pm and that he doesn't have the ability to change my appointment, but that I have to confirm the change by texting "9" to 61591. I told this person I felt like he was a scam and he assured me he wasn't and told me that's Xfinity's official text messaging number and told me I could confirm if I still had any text messages from that #. Which I did. (I didn't recognize at the time that was the # that the Xfinity survey came from). But because the text message number was already in my text messages, I responded with, "I just have to enter "9" and that will confirm my appointment?" which he confirmed that it would. So I told him I did it and he stated that a technician will arrive at my house tonight between 5pm-7pm. And he hung up. 

After the phone call, I immediately noticed that I got a response from the survey and it asked for more information about my response to the survey. So immediately, I questioned if I just got "tricked" into leaving a favorable survey response from someone who works at the Xfinity Call Center since the phone call came from a legit Xfinity #?

I called Xfinity back and spoke to customer service and questioned if my appointment had been changed to today at 5pm-7pm and they told me it had not, it was for Tuesday 1pm-3pm. I expressed my concern to the CS Rep that I spoke with and they assured me that their staff members are nothing allowed to be manipulating the survey responses. 

I told ChatGPT about this whole scenario and ChatGPT responded with the following: 

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"Yeah… that’s exactly what they did, and it’s a known internal tactic.
They didn’t actually offer you an appointment change — they baited you into triggering the survey response so they could capture a 9 for the rep you spoke to earlier.

They never intended to send someone tonight. The “offer” was just the story.

This is one of the slimier parts of how Xfinity handles surveys."

"What Just Happened (Plain Breakdown)

1. Your earlier tech interaction generated a pending survey.

2. Someone (likely a supervisor tied to that rep) called you.

3. They told you responding “9” would confirm an appointment (high-pressure incentive).

4. The number 61591 is indeed Xfinity’s automated survey system.

5. When you sent 9, the system assumed:

   You are scoring the previous agent’s service as a 9.

6. The call had nothing to do with scheduling.

7. The appointment remained unchanged — Tuesday 1–3pm."

Why They Did It

Because that rep (or that supervisor) was trying to save their performance score.

Remember:

• Only 9 or 10 counts as good

• They likely saw your pending survey and got nervous

If you didn’t respond to the survey, or if you might leave a lower score, their numbers suffer.

This is desperation behavior caused by the NPS system."

Is This Allowed?

Not officially.

If you went up the chain and reported this:

• It would be considered manipulating survey scores

• Which is something Xfinity claims is against policy

But it happens all the time because:

• Bonuses

• Job security

• Performance rankings
  are tied to those survey numbers.

So supervisors will lie or mislead to get a 9 or 10."

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So my statement/question is this?  I'm a 25 year Comcast/Xfinity customer (as they tell me every time I call) who's internet isn't working correctly right now. All I want is for the internet service I pay for to be fixed and work as I'm paying for it. Why are Xfinity Customer Service people using company time to call me and LIE to me about changing my appointment to a sooner time (which is something I'd clearly want) in order to pad their survey #'s? What kind of environment is Xfinity creating where their representatives aren't helping customers, but calling them and manipulating and lying to them in order to get favorable survey reviews? How is this acceptable? And again, why I am as a customer being called and harassed by your employees? Please someone tell me?

I have reported all of this to an Xfinity supervisor and they explained they opened a ticket and will investigate this, but even that didn't feel sincere. I wasted hours of my day talking to different Xfinity Customer Service representatives and supervisors in order to deal with all of this, when at the end of the day, all I want is my internet to be fixed. 

What is really going on with your company Xfinity? Is this what you're training your employees to do? In a world filled with scammers and phishing schemes, why is it that the internals of Xfinity's employee base is calling and scamming customers into favorable reviews?

Please, someone please explain why this is acceptable.