Visitor
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2 Messages
Zero Customer Service Lead by Terrible Management
Was switching internet from ATT due to bad internet connection that could not be resolved, otherwise would have never looked for another service. Ordered internet service online with an agent (even though they would not honor posted special) First red flag. Everything was okay and scheduled the install. Technician (sub contractor) showed up at the house and seemed irritated to even have to work. Then the Technician said he could not connect the service because the main port did not have service and his company didn't like them to leave tickets open because they get graded on that. Technician wanted me to reschedule (which made zero sense because the next tech would have the same issue). I gained more frustrated with the tech and asked him to leave my property. I started an online chat with Xfinity and then escalated to a manager, which called me back. The manager was apologizing and said he would have a tech out the next day and complete the install. This did not happen so I started another chat online and all they would do was just confirm the next appointment that was another week out. (This lasted over 30 minutes or so). I then called to cancel the service that i have never received. The employee on the phone seemed taken back and was very informative and made sure that I was sent over to the service department to verify that the tap would be fixed so that the technician completing the upcoming appointment was able to do so. Tech line was not that helpful but said they took all notes need and the tap would be ready. While all this was going on I received a text message asking me to rate my experience. I received a call back from Xfinity and the employee had the nerve to ask me to rate them with a 9 and the skip why so that they could prioritize an appointment for me on the next day. I asked why would I rate them a 9 with all the issues and the employee tried to make me think that it was not for the ratings, it was so the could prioritize my appointment. I replied to the text with a 0 and the employee told me that since I responded with 0, they would not be able to help me and said, good bye. If Xfinity truly wants to get accurate metrics, quit pushing your employees to trick and lie to gain falsified metrics. Care about the customer and do what is right. Do that, and the metrics will come.
XfinityNatalie
Official Employee
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479 Messages
1 month ago
Good evening, user_76wn3i! Thanks for reaching out to our XFINITY Community forum with your recent installation experience. We would love the opportunity to investigate this issue further, as this is never the welcoming experience we wish for you to go through. If there is any chance that we can help you reconsider us again to help you sign up for service with a positive outcome going forward, please send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account.
To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon click the "New message" (pencil and paper) icon then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.
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user_76wn3i
Visitor
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2 Messages
1 month ago
I have been messaging back and forth with the Xfinity support as suggested in the response. The service with the support team through this method has been very hit and miss and mostly a miss. The only real support that I have been able to get is when I call in to cancel (It should never get to that point). It seems that most of the employees are just reading from a script and do not even bother to look at the message logs to fully understand what is going on. While everything has been moving forward, there is still a massive amount of progress that needs to be made within Xfinity.
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