Hey there, @user_330ed9, thanks for reaching out through Xfinity Forums regarding your account. We would be happy to submit your feedback and turn your Xfinity experience around. Can you please send us a Direct Message with your full name and your full address to start?
Would also love to know, we've been dealing with the same issue for months. Can't get an answer out of anyone, I've been lied to and passed around so many times.
If it makes you feel any better, I finally got a partial resolution after months. Still waiting on the second half that was "going to be in my inbox later today"
Extremely Frustrating Experience with Xfinity – Unfulfilled $500 Gift Card Promise and Internet Performance Issues
I am writing this out of sheer frustration with the ongoing and unresolved issues I have been facing as a customer.
1. $500 Promotional Prepaid Card – Not Received: When I signed up for Xfinity services, I was promised a $500 promotional prepaid card as part of the buyout offer. I was explicitly told by your store representatives that it would arrive within 90 days. It has now been well over that timeframe and I have yet to receive anything. I have spent countless hours—literally hundreds—following up with customer care and in-store agents, only to be passed around with conflicting and inaccurate information every single time. No one seems to have a clear answer or the willingness to take responsibility.
2. Internet Performance Issues: On top of that, the internet signal in my home has been extremely weak and unreliable. It has been affecting my daily phone calls and basic connectivity for smart devices. Even my garage door fails to connect due to poor signal strength, which is unacceptable in 2025.
This experience has been nothing short of a disaster. I feel like I’ve been misled, ignored, and taken for granted as a customer. I am completely exhausted trying to get what I was promised and having to tolerate service that does not meet even the most basic expectations.
I will be sharing this experience publicly on Twitter and other platforms so that others are aware and so that, hopefully, someone at Xfinity takes this seriously enough to resolve it once and for all.
Please escalate this immediately and respond with a resolution.
Hey there, @user_6crsbe, thanks for reaching out through Xfinity Forums regarding your connection and recent customer service experience. We would love to get to the bottom of this issue with you and help with troubleshooting your connection.
To send a "Direct Message" to Xfinity Support: Click "Sign In" if necessary Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging Click the "New message" (pencil and paper) icon The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there - As you are typing a drop-down list appears. Select "Xfinity Support" from that list - An "Xfinity Support" graphic replaces the "To:" line Type your message in the text area near the bottom of the window Press Enter to send it.
I am an Official Xfinity Employee. Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation. Was your question answered? Please, mark a reply as the Accepted Answer.
Hello, @user_opuiw2 thank you for reaching out over Xfinity Forums. With you being new to the forums I understand you may not be familiar with how the process works. This is a community gathering space for other community members to help each other, so there may be delays from an employee response. To get faster assistance it is helpful to create your own post on the appropriate board, our guidelines are great to review: https://forums.xfinity.com/conversations/guidelines/xfinity-forum-guidelines/602da8fdc5375f08cd20b38c
Sorry to hear of the ongoing issue with prepaid card, and working from home myself I relay on my home network to be performing correctly. I'd be frustrated as well if I was in your shoes, and want to look into both of the concerns further. I appreciate all the information you have provided, it is helpful and when you have time have a few questions:
- With the internet connectivity issues, are you losing full connectivity to the modem or only WiFi? - During times you've had service issues have you checked the Xfinity App or Status Center:
I am an Official Xfinity Employee. Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation. Was your question answered? Please, mark a reply as the Accepted Answer.
I don’t get the range when I am in kitchen and the smart garage door opener also doesn’t pick the range which is a serious concern now. Everything was going well when I first started Xfinity’s line but since last 2 months I haven’t seen a service that is worth paying for. I need a full refund of last 2 months for the poor quality of internet and the issues it has created with my work life. Don’t just keep playing ping pong on these forums, act fast when you know the customer is in pain.
I would like to file a formal complaint dating back to May 8th and it's now officially two months later still nothing and still no one is really listening to me I want Tom the CEO from corporate to call me or I am going to start the suing process
Hi @user_6xc0lq , thank you for taking the time to create an official post. We are a corporate headquarters escalation team and can address the issues that you are having. As we are halfway through summer we surely do not want you to still have worries stemming from the spring. I will gladly listen to you and work to rectify things in any way possible. In order to get started, 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" to Xfinity Support: Click "Sign In" if necessary Click the "Direct Messaging" icon Click the "New message" (pencil and paper) icon The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there - As you are typing a drop-down list appears. Select "Xfinity Support" from that list - An "Xfinity Support" graphic replaces the "To:" line Type your message in the text area near the bottom of the window Press Enter to send it.
I am an Official Xfinity Employee. Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation. Was your question answered? Please, mark a reply as the Accepted Answer.
I am a senior in Margate New Jersey. I called comcast to disconnect my cherry hill NJ address because I was moving to my shore house in Margate City. The rep offered me a plan which was ten dollars cheaper and gave more channels called Now. I asked the rep if I can get local channels 3 ,6 and ten . The rep said yes. which I was lied to and didnt get any o the channels > I called back and spoke to rep D_W Renz and he offered the old plan for 154 dollars instead of the 121.00 I was paying before. Comcast lied and took advantage of a senior to make more money on me . If there was another service I would change but I am stuck. I am going to put a complain to the FCC and action news for bait switching and taking advantage of a senior
Good evening @user_wkoib3, and thank you for taking the time to report your issue to us. I'd like to review your account, and help you find a resolution. If you could send our team a direct message with your full name and full address, we can get started.
To send a "Direct Message" ("Private") message:
• Click "Sign In" if necessary
• Click the "Direct Message chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window
• Press Enter to send it
I am an Official Xfinity Employee. Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation. Was your question answered? Please, mark a reply as the Accepted Answer.
XfinityJeniece
Official Employee
•
3.4K Messages
2 months ago
Hey there, @user_330ed9, thanks for reaching out through Xfinity Forums regarding your account. We would be happy to submit your feedback and turn your Xfinity experience around. Can you please send us a Direct Message with your full name and your full address to start?
1
0
user_pwjz56
4 Messages
1 month ago
Would also love to know, we've been dealing with the same issue for months. Can't get an answer out of anyone, I've been lied to and passed around so many times.
2
user_opuiw2
Visitor
•
5 Messages
1 month ago
Extremely Frustrating Experience with Xfinity – Unfulfilled $500 Gift Card Promise and Internet Performance Issues
I am writing this out of sheer frustration with the ongoing and unresolved issues I have been facing as a customer.
1. $500 Promotional Prepaid Card – Not Received:
When I signed up for Xfinity services, I was promised a $500 promotional prepaid card as part of the buyout offer. I was explicitly told by your store representatives that it would arrive within 90 days. It has now been well over that timeframe and I have yet to receive anything. I have spent countless hours—literally hundreds—following up with customer care and in-store agents, only to be passed around with conflicting and inaccurate information every single time. No one seems to have a clear answer or the willingness to take responsibility.
2. Internet Performance Issues:
On top of that, the internet signal in my home has been extremely weak and unreliable. It has been affecting my daily phone calls and basic connectivity for smart devices. Even my garage door fails to connect due to poor signal strength, which is unacceptable in 2025.
This experience has been nothing short of a disaster. I feel like I’ve been misled, ignored, and taken for granted as a customer. I am completely exhausted trying to get what I was promised and having to tolerate service that does not meet even the most basic expectations.
I will be sharing this experience publicly on Twitter and other platforms so that others are aware and so that, hopefully, someone at Xfinity takes this seriously enough to resolve it once and for all.
Please escalate this immediately and respond with a resolution.
9
0
user_6xc0lq
Visitor
•
1 Message
1 month ago
I would like to file a formal complaint dating back to May 8th and it's now officially two months later still nothing and still no one is really listening to me I want Tom the CEO from corporate to call me or I am going to start the suing process
(edited)
1
0
user_wkoib3
Visitor
•
1 Message
20 days ago
I am a senior in Margate New Jersey. I called comcast to disconnect my cherry hill NJ address because I was moving to my shore house in Margate City. The rep offered me a plan which was ten dollars cheaper and gave more channels called Now. I asked the rep if I can get local channels 3 ,6 and ten . The rep said yes. which I was lied to and didnt get any o the channels > I called back and spoke to rep D_W Renz and he offered the old plan for 154 dollars instead of the 121.00 I was paying before. Comcast lied and took advantage of a senior to make more money on me . If there was another service I would change but I am stuck. I am going to put a complain to the FCC and action news for bait switching and taking advantage of a senior
1
0
user_tsnmfw
Visitor
•
2 Messages
13 days ago
How do I file a complaint regarding a door to door salesperson putting residents in serious danger?
(edited)
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