Skip to main content

    Support

    Offers

Phish-Finder's profile
Phish-Finder
Expressive Exchange
Conversation Starter
Conversationalist

Contributor

 • 

51 Messages

Tuesday, July 11th, 2023 12:18 PM

Closed

You deleted 100 recordings and an email address

25 hours, chats with 15 people or AI Bots., and the problem just gets worse as the solutions don't work. Most of the chats were dropped by Xfinity, sometimes with chat service numbers and promises of calls or higher service staff AND NOTHING EVER HAPPENS.  Most of the chats were basically "I can't help you, so just go away" and they ghosted the chat and never replied

Comcast used to have good customer service (10 years ago). [Edited: "Inflammatory"]

Question

 • 

Updated 

2 years ago

 • Edited

90

1

0

XfinityEricB

Official Employee

 • 

2.2K Messages

2 years ago

Hello @Phish-Finder, and thank you for reaching out with your concern with a deleted email address, and recordings concern. I appologize you have had problems getting a resolution to the situation, and I would be happy to assist in any way I can. 

Can you send us a direct message with your full name, name of account holder (if different), and service address please?

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon (speech bubble)

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

4

0

Phish-Finder

Contributor

 • 

51 Messages

@XfinityEricB​ Hi Eric,

I've spent 35 hours talking to 24 people or bots on chats and phone calls.  

I've done advanced troubleshooting 8 times.  I've reset the box from the remote 5 times, and unplug for 25 seconds 3 times.  

I've followed the same basic instructions 8 times.  I've been treated like I'm an idiot who knows nothing about this system, although I've been using it since 2016.

The recordings are gone.  They were NEVER in the deleted recordings. 

Fortunately, I got the email address back.  

No one at Xfinity can find any order requesting the changes.  There is nothing.  "It just happened" is not a valid response.  

Meanwhile, I was approached by a scammer, who offered to reduce my monthly fees by half, so long as I paid through a Target account for the first 8 months.  Horribly, he had my name, address, phone number, actual account amount.  He OBVIOUSLY had access to my account.  This is HORRIFYING for a single female.  I feel completely exposed and violated.  I'm changing all my passwords.  The phone numbers he used were: [Edited: "Personal Information"] and [Edited: "Personal Information"].  

I don't see that contacting support again is going to help me at this point.  

(edited)

2 years ago

0

XfinityEricB

Official Employee

 • 

2.2K Messages

I can understand after going through all that troubleshooting already that you don't feel it would help. Sounds like they did their best, and sorry they couldn't get the recordings back for you. 

 

As for the scam you mentioned, I would go to internetsecurity.xfinity.com/help/report-abuse. That is our account security team that assists with any security concerns you have at anytime. You are off to a good start by changing your passwords. 

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.tick

2 years ago

0

Phish-Finder

Contributor

 • 

51 Messages

Of course, that means changing multiple email passwords on multiple computers and devices.  What a flipping nuisance.  I will probably have to re-enter some password on my TV.  

I tried to report it to security, but I got a Bad Request: https://internetsecurity.xfinity.com/help/report-abuse/

?

Bad Request

Your browser sent a request that this server could not understand.
Size of a request header field exceeds server limit.?

this is so reassuring.  

Ellen

2 years ago

0

XfinityBrianH

Official Employee

 • 

1.3K Messages

Thanks for letting me know there was an issue with the website, I would be happy to check into other options to get this issue address by our CSA team. Can I please get your first and last nameand full service address? 

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.tick

2 years ago

0

forum icon

New to the Community?

Start Here