Visitor
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1 Message
New Underground cable installed and they left with internet not working- XFINITY is TERRIBLE
After a month and half of spotty internet, they finally came to install a new underground cable. They said I would be out of internet for 4-5 minutes. I waited and they left. I went to get back online and now it is not working. Calling customer support is a joke, could not get through to a real person. I finally was able to and they said they would have someone come out today, however got a email saying appointment was scheduled for tomorrow. Now trying to get back in touch with them to see if they are coming out today or now I have to wait until tomorrow. I work from home and now have to use my phone hotspot. I had to change my plan and pay more as well since I did not have unlimited. I am furious.
I am now looking for a new provider.
UPDATE: I finally spoke to someone in the US and they explained it is 2 separate crews. The crew that installs the cable does not connect. A tech has to come out to connect the new cable. No one informed me of the process. And you would think Xfinity scheduling would ensure a tech comes out right away to connect to not loose any service. I would have refused and requested both appointments be scheduled the same day.
This is the worst experience and I have been a long time customer and cannot wait to change providers. Luckily I am moving and I will not be using Xfinity ever again.
EG
Expert
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110.6K Messages
25 days ago
Concern moved here to the Customer Service help section for assistance.
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XfinityVianney
Official Employee
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2.2K Messages
25 days ago
Thank you for reaching out. I know experiencing service issues when you work from home is beyond frustrating. I'm sure it didn't help having some hiccups with your visit. I'll be glad to review the account on my end to help provide some clarity regarding the visit. When you have a moment, plesae send me a direct message with your full name and service address to get started.
To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a Direct Message.
Click "Sign In" if necessary
Click the "direct messaging" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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
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