Visitor
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1 Message
Technician left without resolving issue and marked appointment canceled
Technician left without resolving issue and falsely marked appointment canceled
We had a scheduled technician appointment today for an unresolved internet/equipment problem. The technician arrived but could not fix the issue. He told us he was going to his truck to call his supervisor.
Instead, he left the property without speaking to us again. Shortly afterward, we received a message stating that our appointment had been canceled. We did not cancel the appointment, and the problem remains unresolved.
I need this formally escalated to a local field-service supervisor. I am requesting:
1. Correction of the service record to show that we did not cancel the appointment.
2. Review of the technician’s conduct and notes.
3. Contact from a supervisor.
4. A priority appointment with a senior technician who can resolve the equipment/Ethernet-port issue.
5. Confirmation that we will not be charged for today’s unsuccessful visit.
Please do not close this case as resolved or canceled.
XfinityKam
Official Employee
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361 Messages
17 hours ago
@user_9a4xo1 Thank you for bringing this to our attention. I can see why you'd want clarity on what happened, especially when the issue remains unresolved and the appointment was marked canceled despite the technician having been on site.
We can review the account, appointment history, and technician notes to better understand what occurred and ensure the proper next steps are taken. If the appointment was incorrectly documented, that information can be addressed during the review.
Please send us a direct chat message with your full name and complete service address
How to Send Us a Direct Message*:
(*Note: Never send a direct message to us unless requested by us.)
Click "Sign In" if necessary.
Click the "Direct Messaging" icon or visit Xfinity Direct Messaging.
Click the "New message" (pencil and paper) icon.
In the "To:" line, type "Xfinity Support".
As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
An "Xfinity Support" graphic will replace the "To:" line.
Type your message in the text area near the bottom of the window.
Press Enter to send it.
For an example of how to send us a Direct Message, check out this link.
https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514
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EG
Expert
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119.8K Messages
10 minutes ago
@user_9a4xo1 @XfinityKam
Please circle back here and post any possible solutions for the issue here in these open public forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.
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