Visitor
•
1 Message
Internet essentials service disruption and inconvenient
I am an Internet Essentials customer. Xfinity messed up my order and shipped me a cable instead of a modem. I spent 3.5 hours on the phone today being lied to, passed around, and insulted by the Loyalty Team. Standard shipping is being waived, but I am requesting a $50 Inconvenience and Service Delay Credit for the severe runaround and the fact that I am completely without the service I paid for due to warehouse error.
Also, my service has been functionally degraded since the May network upgrade due to a DOCSIS 3.0 incompatibility. I am requesting a Service Interruption Credit applied to my next billing cycle for the days I was throttled below my plan's 100 Mbps threshold.
Will you please contact me to resolve these issues?
XfinityAlyssaA
Official Employee
•
2.8K Messages
19 hours ago
I'm sorry to hear about the frustrating experience you've had, and I'd be happy to review the account further to see if any appropriate credits may be available as we do want to make sure that you are credited for any time you were billed but did not have working service. I also see that you mentioned experiencing service degradation, and we'd be glad to help troubleshoot that issue as well to help determine next best steps.
To get started, please send us a Direct Message with your first and last name and the service address associated with the account, including any apartment or unit number if applicable. For your privacy and security, we're unable to review account-specific information publicly.
Once we receive your message, we'll be happy to investigate further and work with you toward a resolution.
To send a "Direct Message" ("Private") message:
Click "Sign In" if necessary
You can see how to send us a direct message here: https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514.
0
0