Regular Visitor
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18 Messages
When customer service, is neither customer friendly, or service
We have been going in and out of service for months. Can't reach anyone other than a robot saying "We are enhancing your experience", "Thanks for being a Diamond Customer, the longer you stay with Xfinity the better it gets" . Nope. neither is true.
If another cable company offered service in our area I would be long gone. Xfinity is a monopoly in our area.
We are in a cell phone dead zone, so when we lose cable service we lose the ability to call anyone without extreme interference which is why we still have a landline.
On 8/12/2025 I finally reached a person who assured me they would stay on the call. Nope. I went into "You expected wait time is xxx". Finally someone picked up and did not understand English making all the more difficult. After 30 minutes he said he would send a text and I should follow that link for a $20 credit as there was nothing he could do. Nope. The link lead to "Oops, looks like something went wrong".
In addition to that he tried to sell me a cell phone plan. No thank you. Don't need another service that doesn't work.
On 8/13/2025 we are again in and out of service. I wish Xfinity would stop enhancing my service and fix the darn issues. I am paying $358 a month for the worst service ever.
pbw56
Regular Visitor
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18 Messages
7 days ago
Update 8/13/2025:
Got a hold of someone later in the night, have no idea what combination of buttons I entered. They assured me they would reach out if after lasts night outage the issue was not resolved. It had been escalated to a supervisor and they are monitoring my service as they can see the constant up and downs on their end. Nope.
Update 8/14/2025:
We have been in and out of service all morning. I call and am told an agent can not help you as there is an outage in your area. No kidding.
Will be contacting Consumer Complaints.
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pbw56
Regular Visitor
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18 Messages
7 days ago
Hello? Anyone Xfinity listening?
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XfinityRoberto
Official Employee
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1.9K Messages
6 days ago
Hi there @pbw56. Thank you so much for reaching out to us here on our Forum's page. I am sorry to hear that you have been having troubles with your service. You are in the right place and we are happy to take a look at your account and see what is happening.
Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.
Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message
Let me know if you have any questions.
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