U

Visitor

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2 Messages

Mon, Sep 27, 2021 10:06 AM

Xfinity Home - automation rules

I cannot add or change automation rules for xfinity home. This has been an issue for several months. How do I resolve this issue? 

Responses

XfinityAbbie

Official Employee

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562 Messages

18 d ago

@user_70c1e9 Hello and thank you for taking the time to reach out. I am sorry to hear you are having issues with adding and changing automation. I would like to look into this for you. 

 

Please send a private message by clicking the direct messaging chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your name and address and I'll be happy to help.

 

Visitor

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2 Messages

@XfinityAbbie 

It has now been over 1 week without a resolution, although I’ve talked with a xfinity rep of some kind 4-5 times in that timeframe.  I still cannot ADD a custom rule, nor can I DELETE the existing rules. Each attempt ends in an error message stating that the rule cannot be added or deleted. Xfinity support has been a waste of time with an extremely repetitive approach at all levels. Each time I’ve been asked to repeat the same useless ‘steps’ for ‘troubleshooting’ that do not work. Apparently, the dialog is not logged or noted as the xfinity reps imply since they never seem to have the issue details and always ask the same exact questions. The first rep concluded that my phone is the problem because HE was able to add/delete rules on HIS phone as we went through the steps to add a rule. Great troubleshooting?? The same thing happens if I try to add/delete rules on other devices. It seems like the focus was on making it a problem on my end, until I help redirect the focus to the problem. The alleged ‘engineers’ that are supposed to be a higher level of support are either critically incompetent or do not really exist. I’ve never spoke with the ‘higher level engineer support’ behind the curtain. The rep pretends to be on the  phone with an engineer and repeats the same troubleshooting steps and questions each time. One rep even posed as upper management and was a bad actress. She then became a CSR again several days later when we spoke. Do not ask me mark an answer as Accepted before providing an acceptable solution. Same issue exists 9 days later with no solution and incompetent support at best.

Official Employee

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181 Messages

Good morning, @user_70c1e9, and thank you for reaching back out through our Community Forums page for assistance with your Xfinity Home service. Upon reviewing our Private Chat, it looks like we've responded and requested some information so that we can provide assistance. We would be more than happy to help get to the bottom of this issue with your rules not working and/or updating as they should be, but we need to be able to access your account in order to do so. We look forward to working with you- I'll reach out from here through our chat. 

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