Visitor
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1 Message
Xfinity has the WORST customer service, period!
I ordered the Xfinity internet service online in 12/2022. My order got canceled for no particular reason. Then I called their customer service line on 01/17/2023 to order again. The customer service representative whose name is Arthur helped me with the order. Then he tricked me into switching my family cellphone plan to bundle up with the internet service plan. I was with Cricket Wireless at the time and paying $100 for unlimited family plan for 4 lines. By the way, Cricket provides excellent service with flat rate of $100/month, no added fees. Their coverage was great, fast and reliable. Anyway, the Xfinity “unlimited” family plan cost $120/ month plus fees and taxes for 4 lines. Arthur told me that if I switch and bundle up with my internet plan, he could give me a $10 monthly discount on my internet service bill. So I beloved him and switched after going through a long, tedious process. The mobile service absolutely sucks. No signal, drop calls, slow data connection, you name it. Then sure enough, the promised $10 monthly credit did NOT show up on my internet service bill. I called the customer service line in 03/20/2023, after a long explanation to the representative and endless wait, they told me that my account was set up right to receive the discount. They were nice enough to give me $20 credit to cover the first 2 months. Then I saw the most recent bill, the $10 discount is not there. So I call them again on 04/17/2023 and geo connected with the Account Manager Samantha, who is extremely rude and disrespectful. She told me that it was my own fault that I didn’t read the contract correctly. When I was trying to explain to her about my conversation with the representative on 03/20/2023 and got $20 credit for the matter, she responded that she was in the conversation so she didn’t know what was going on. She also told me that the representative I talked with on 03/20/2023 was a outside contractor and did not represent Xfinity. She told me that it was on me and there is nothing they would do to fix the problem, even their manager would tell me the same thing. Well, she was darn right about that. A manager called me later yesterday and basically told me my plan is too cheap to get the discount. I understand that Xfinity is a huge company and doesn’t care about small customers like me. But the way they handle business is going to hurt their credibility and reputation in the long run. None of the employees cares about customer service whatsoever.
CCKimberly1
Official Employee
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842 Messages
1 year ago
I do appreciate you bringing this to our attention, @user_c154b7. I would like to look into all this with you as you have reached out Headquarter Operated, Digital Care Team. Will you please send our team a direct message with your full name and full address?
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user_842e2f
1 Message
1 year ago
The customer service has been by far the worst customer service experience I have ever had in my life! I've been trying to transfer my account to my old roommate since May of 2023 and it is now August 31, 2023 and this has still not been resolved. I had to endure dealing with the automatic promote that is completely broken. It's taken over an hour to get in contact with someone. Once we're able to get in contact with someone, we've been given so much mixed guidance that it's been ridiculous! We finally were told complete the ACR and upload it along with our photo IDs to a secure link. The link did not work so I went through the painful process of calling back again and was told to send the documents to " [Edited: "Personal Information"]." I questioned this since the email says "no-replay" but was instructed to send the documents anyway. Once again, nothing has happened. I finally spoke to someone today who informed me my previous case number was canceled. They sent me a new link that allowed me to upload the ACR form and my photo ID. I was told the transfer should be finalized September 4th. Even though I now have AT&T who has inferior internet service, I will never switch back to Xfinity after enduring the customer service over the last 4 months.
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user_61dd98
1 Message
1 year ago
There are so many bad things to say and so few good things to say. *** Service was poor, at best. It was literally non-existent too often. There were times my wife and I couldn't reach each other while both sitting at the same table in our kitchen using data, and even a couple of times using wifi. We know because we tried it out multiple times. [Edited: "Inflammatory"]. *** Getting a live body was beyond difficult. *** When I asked for a call-back, I got several—but they went immediately into voice mail, despite the fact that I had my phone with me at all times, and checked to make sure that my ringer was on and I was otherwise receiving calls. *** A couple of years ago we had to travel an hour to a Comcast office to stand on a long line for my wife to finally be able to tell the customer service rep that we must have been kicked off their T-1 service—and my wife knew, because she had for years been a Customer Service Manager for a phone reseller. *** Recently, when we got so frustrated that we found the number for and called executive offices, several times, we never received a call back. [Edited: "Solicitation"]. [Edited: "Language"/"Inflammatory"].
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user_a309c7
Visitor
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5 Messages
1 year ago
Horrible service. Streaming app not working so I cannot watch tv. Called customer service —- auto message stated a 47 minute wait time. Tried to chat with an agent — number 28 in line. Who has time to put up with this lack of service?
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scottjen26
Visitor
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1 Message
1 year ago
AGREED...ABSOLUTELY HORRIBLE HORRIFIC IS A BETTER WORD!!!!!! WORST CUSTOMER EXPERIENCE EVER
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user_cedd66
1 Message
1 year ago
I've never seen any customer support worse than theirs. They set up that automated system that way on purpose just to frustrate their customers, so they give up on trying to speak to an agent.
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user_o6e3p0
1 Message
1 year ago
Agree. Xfinity and Com(munist)cast are WORSE than the IRS or dealing with any insurance company. Taking customer “circus” to new lows!!!
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user_na7ht7
1 Message
1 year ago
They have the worst customer service I have ever dealt with. I have been dealing with them for 3 months now over a credit due to them not showing up for a scheduled appointment 3 days in a row. Every time I talk to someone they either say they see no notes or that it will be done in 4 to 6 hours. The next day I am back fighting their automated phone system to get to a person and spend another 3 hours on the phone. I can not wait until there is someone else I can get service with. THERE IS A NEW COMPANY COMING SO COMCAST LOOK OUT.
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chipsmom
Regular Visitor
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4 Messages
1 year ago
I have tried forever to get NHL Center Ice.....tired of hearing 'we can help you' and gave a hundred different ways to get it but nothing works.....I have called, chatted and went through every loop xfinity had. Round and round we go....Why is this so difficult!?!?
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user_hewtqr
7 Messages
1 year ago
Xfinity surly has the WORSE OF THE WORSE services, they have worse billing system which screws up your bills (mine for last three months) They have automated system that never trasfer the a live agent and when they do their agents lever leave notes on the account so you are screwed again. I can’t even believe that this sort of service exist and that they have customers.
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user_rv9uns
1 Message
11 months ago
Worst customer service ever
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user_czcjat
1 Message
11 months ago
This company has to be THE worst provider in the world! Xfinity had a security breach (emails), users are locked out of their accounts with no resolution. They give you a contact #- which is automated and does not give an option for your problem. I have been trying for 2 days to get some help to no avail - they have the issue and the customers are paying for it. My email account is important to me and I need access. Horrible company - Breezeline is a cake walk in comparison,. Many people in my area are making the switch and I see why. My city also did not renew the Xfinity contract. I am at my wits end and am baffled how this company stays in business!! Horrible, horrible customer service -
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Chevy383
Visitor
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1 Message
10 months ago
Our cable has been freezing and digitizing for over a year they send out and no problem at house. 4 of the techs said problem was overhead on pole and xfinity will not replace until it fails completely
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