New Poster
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3 Messages
Open Letter - Xfinity Just Can't Fix My Cable TV
It's been a couple of days without cable TV but, here's the kicker . . . the latest escalation today (Sunday) was for Bavesh(?) from Advanced Tech Support to call me on my land line. He goes through the standard process of troubleshooting which I've done numerous times with numerous agents over the past 2 days. Nothing is working; I read him the same error codes I've been having for the past 2 days. Bavesh then asks if he can remotely reboot my Xfinity modem which he proceeds to do and of course, drops our call since it was from my land line connected to the modem. He never called me back and the problem still exists. So much for Advanced Tech Support. And then, I get a text from Xfinity stating that "everything looks good" - none of my 4 TV boxes are working (all have the same error message still after 2 days) - not sure what Xfinity is looking at.
This all started with an exchange of my main cable box on Saturday with a 1:00pm appointment at my local Xfinity store; it went well. But as soon as I got home a plugged it in, cable television hasn't work. I tried self-servicing via the Xfinity App but that failed. I then went through the automated chat system a number of times and eventually ended up chatting with a live agent and those attempts failed. The agents are very pleasant but are ultimately never able to help. Finally, the live agent on Sunday morning ended the call by scheduling an appointment for a service technician to come to my house between 12:00 - 2:00 - I downloaded the transcript, so I'd have evidence of my chat conversation. That appointment never happened, and I had to go through all of the support routing until I was able to talk to someone (Jonny) who said I never had an appointment scheduled. I've been on the phone numerous times for extended periods and now I have an appointment tomorrow (Monday) for a Tech to come to my house.
I've been a Comcast customer for 26 years (Platinum). I pay hundreds of dollars a month for service. This isn't Comcast being "committed to respecting our customers’ time, simplifying their experience, and making things right if we fall short".
Honestly, between being on the phone, being on the computer chatting, running around the house rebooting boxes, waiting for service techs, I bet I spent 8 hours this weekend trouble shooting my cable television.
Comcast/Xfinity, you are falling short!
BIslander
Problem Solver
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390 Messages
1 month ago
Yep. Used to be able to talk with level 2 support people who could actually help. No more. Now it's forced, repeated troubleshooting steps, online chats, and when you finally get to a person, they rarely understand anything except the most basic problems and offer no real help. Maddening. The one exception for me was with Internet modem support, which took two days of dealing with uninformed agents. But I finally got to someone who could fix the problem with my gateway.
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XfinityAlyssaA
Official Employee
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1.7K Messages
1 month ago
Good afternoon @Bam66, and thank you for reaching out to our dedicated Communities team here on our Forums, we appreciate it and hope you have an otherwise great Tuesday so far! I'm sorry to hear about the frustrations trying to get your TV service issues resolved as this is never the kind of frustrating experience we want for any of our valuable customers. We appreciate your longstanding loyalty and assure you that we are on your side. I see that you stated you had an appointment yesterday, how did that go? Are you TV issues resolved now? If you have any other concerns, please let us know as we want to ensure they are properly addressed.
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