Visitor
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1 Message
complaint department
Got a spam email from Xfinity and opened it because it looked real. Once I realized it Wass spam I called xfinity and spoke to Adrian for over an hour and said will I have any problems with email? he put me on hold and said no you are good this was last Wednesday night. On Thursday morning I stopped getting any emails after 7 in the morning. I called Xfinity and got Alice and I was upset because I am not computer literate and I was afraid I was compromised . my computer got frozen and she said I needed someone to help me. DUH!!! my neighbor cam over and got computer working and after an hour again on the phone she couldn't figure it out. She actually said I think its on your end> Noooooo cojuldyoju get a supervisor? she put me on hold for 10 minutes or so came back and said still waiting, then I heard a click... we were disconnected!! I waited 20 minutes NO CALL BACK!
My neighbor could not believe it that no one was calling back My neighbor then said let's change your password. We did and in 10 minutes emails were coming in! 5 minutes after that I gott a generic emails from Xfinity saying problem with internet is fixed! no how, what , why, or name of person still no call back????!!!!I was crying on and off because may husband did all the computer stuff and he has passed. I was looking for help and not sure I got it. No explanation, NOTHING!
Please explain how 2 people missed this and no one cared enough to let me know what it was!?????? Not happy, [Edited: Privacy]
XfinityCliff
Official Employee
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300 Messages
17 hours ago
Hello @user_nc1n0, and thank you for posting on our Xfinity Community Forums.
I’m so sorry you went through this experience. What you described sounds incredibly stressful and frustrating, especially after already dealing with a suspicious email and doing the right thing by reaching out for help. On top of that, not getting clear answers, being disconnected, and not receiving a call back would leave anyone feeling upset and unsupported.
I also want to acknowledge how difficult this situation must have felt, especially while trying to handle it on your own. It’s completely understandable that this brought on a lot of emotion, and you deserved patience, reassurance, and clear communication every step of the way.
Thank you for sharing such a detailed account of what happened. Feedback like yours is really important because it highlights gaps in both communication and support that should not occur.
I’m glad to hear that changing the password helped restore your email access, but that does not take away from the fact that you weren’t guided to that solution by the support team, nor kept informed. That’s not the experience anyone should have when reaching out for help, especially when feeling concerned about security.
If you still need assistance please send us a direct message* with your full name and service address. Once we have your account located and verified, we can provide further assistance regarding your email concerns.
How to Send Us a Direct Message*:
(*Note: Never send a direct message to us unless requested by us.)
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