Xfinity's Tech Blew Us Off Last Weekend/Company Has No Answers. Are They Actually Coming This Weekend?

@XfinityShawn​ The Tech did come today... but he said he can't actually put things through the house. So, the modem is currently living outside in our garage. I appreciate that we have internet now, but why are we paying $100 for half a job to get done? Now we have to pay someone else to get it in the house!

This $100.00 installation fee is necessary as it covers the cost of any outdoor/indoor repairs, replacements, and reconfiguration of the wiring during the appointment to complete the installation of your services. Technicians wouldn't perform what is called "wall fishing" which is just like it sounds, adding a line and feeding it through the walls to an outlet inside the home. That would either be done by an electrician or by someone hired by the property owner. @user_av0zz5

Understood, thank you. BUT, why wasn't this mentioned by anyone at any point? We were very clear that there was absolutely nothing set up in our house and we needed everything done. The Xfinity rep who sold us the service said the $100 Tech would do *everything* inside and outside -- I'm very frustrated about the lack of communication and understanding of seemingly every person we've spoken to. Every time I call or talk to someone, it's like I'm told something completely different.

I'm still upset about the stress and extra work caused for us last weekend, too. My partner's father made the switch to Verizon Fios two days ago and they were at his house doing (and finishing) the install yesterday.  We were without internet for a week and a half... as new customers... AND we wasted two days waiting around for Techs who never came!! I'm just very unhappy about how we've been treated.

In short, my main causes for frustration are 1. Lack of communication and 2. Lack of customer service.

 I understand your frustration regarding the lack of communication and the service issues you've experienced. Xfinity aims to provide clarity and support, and I apologize for any confusion caused by differing information from representatives. Please let us know how we can assist you further to improve your experience.

I'm not sure how you could help us further at this point, but I do have some suggestions. I’s incredibly frustrating that your customer service model seems more focused on placating customers than actually solving problems. Empowering your reps to do something useful (rather than just reciting scripted lines like “I’d be frustrated too if I was a customer” or “I understand why you're upset”) would be a massive improvement. Those phrases, while surely well-intentioned, become meaningless when nothing actually gets resolved. "Putting notes on the account" and offering empty apologies simply doesn't do anything.

We're paying a premium price for good internet but there are no real options for help when we need it... we're just stuck dealing with subpar service and robotic responses. It doesn’t feel like anyone in tech or management is looped in, and there's clearly a disconnect between your reps and the people who could actually make decisions.

If Xfinity truly cared about customer experience, they'd:

- Give reps more tools and authority to actually resolve issues

- Improve internal communication so customers don’t have to repeat themselves at every single step

- Stop relying on empty empathy scripts and actually train people to problem-solve

- Offer transparent escalation paths and real-time updates on service issues (saying someone is coming between x and x and then no one shows... really?!)

- Respect the fact that people are paying real money (that we work hard for!) for this and deserve better than canned lines and a shrug

Sure there are no contracts, but the current model still feels like a trap and frankly, that’s unacceptable.

By the way, the "text service" is completely untrustworthy. We were told a tech was "still coming" and "would be there in an hour" at 9pm!! Then, we were told the person had made us a new appointment for the next day/we were a priority... the appointment didn't even exist. Just unbelievable.