Visitor
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1 Message
Great customer service experience
Kai from Davao Region/Davao City(?), Philippines helped me with almost an hour long conversation of technical support. Stayed patient with me throughout the whole process and was very good at explaining things. Unfortunately I was not able to leave a review after the phone call so I hope this reaches her. I don't normally get good experiences dealing with customer support so when I do it means a lot.
Phone call
7:28PM - 8:16PM (US Mountain Standard Time) / 19:28 - 20:16 (US MST)
XfinitySeth
Official Employee
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593 Messages
2 months ago
Wow, this is awesome to hear user_srg2xx, and I'm so glad that Kai was able to give you a great experience while helping you out 👏 We can't thank you enough for taking the time to give Kai the recognition they deserve, and we'd be happy to make sure any positive words you have get back to them and their management 👍
So we can take down any additional details you'd like to share, please send us a direct chat message with your full name, the name listed on the account (if different), and the full service address associated with your account to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.
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EG
Expert
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114.2K Messages
2 months ago
Post moved here to the Xfinity Compliments section.
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user_7y4znb
2 Messages
2 months ago
I would like to give praise to the Customer Service Rep I dealt with. Very early Sunday morning on August 31, 2025 my Internet went down. All my attempts to get the gateway online failed. I requested a Tech be sent to my home which was scheduled for the same day. I live in a gated community. When the Tech called and said he was here, I thought he was in front of my home. I asked if he was at the gate entrance and got no response so I proceeded with giving him the gate code. I informed I was home. He hung up and I waited and waited and waited. I went outside but no sign of the Tech. I called Customer Service to speak to a live person and explained the situation. I was told I had an appointment for tomorrow. I said that is totally unacceptable. I work remotely. Took nearly an hour before I was given a schedule for that afternoon. The problem was the gateway, it was replaced, and I was back online. I had an issue with getting my smart devices to connect to my Wi-Fi and I figured out that I needed to Activate by scanning the QR code on the bottom of the new gateway. The Tech scanned the QR code on his phone. The Customer Service Rep throughout the call kept reassuring me that she was working on my case and wanted to be sure I would be satisfied with having a Tech come out that day again. Towards the end of the call, she acknowledged I was a long time customer, over 8 continuous years. I told her I was contemplating switching because of the high cost, over $300/month (Internet, TV, Voice). She came back with an offer that lowered my monthly rate that I found significant enough, and I get a speed boost from 800 Mbps to 2 Gbps. I accepted. I wish I remembered her name but she was tied to the ticket, ECM0016177959
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