I've been a Comcast/Xfinity customer for two decades. Any time I've had to make a change of any kind to my services, it has been an absolute nightmare. I made the mistake of trying to add Xfinity Home Security to my services this month. I should have known better, but it's been several years since I've had to make a change to the account, so I had somewhat forgotten how awful the customer service is here. But, there is no other option. Unless you get satellite tv and low speed DSL, you're forced to use Comcast where I live.
On this current issue, I had to place the order for new home security service 3 separate times online before it was actually processed. I did the same thing each time, selecting the options I wanted and picking an installation appointment window. The first two times I did this, the order just disappeared (see here):
The third time I placed the order, it actually processed and the installation appointment was kept. The service technician who installed the system told me he thought there was a problem with one of the cameras because he had to pair it with the system multiple times. Rather than getting a different camera, he just left it there. Of course, the camera quit working again in less than 24 hours. Additionally, the 24/7 video recording service in our package was not working when he showed me how to use the system. He told me it would probably start working within 24 hours. It did not.
I'm an hour into a phone call today with Xfinity trying to get the camera replaced. They are sending out a technician in two weeks to take a look. Ok, but this should have been fixed when your technician was here. Now, I'm on hold while someone tries to figure out how to get the 24/7 video recording service, which I am already paying for, to start working. Of course, it will only be recording one of the two cameras I have paid for because one of them won't be working for at least two more weeks.
On this call, I've been transferred multiple times. On one of those transfers, I got a message that stated "You have been transferred to a non-functioning number" and the call was then disconnected. Not even sure what system setup you need to be able to transfer to a non-functioning number, but Comcast has one. So, I had to start the call over again. The first tech support agent I spoke to reset my modem remotely without even a heads up. My son was in the middle of an online class and everything just quit working. I asked the rep if he did something to our internet and he said, "Oh, yeah, I reset the modem." A little advance notice, or maybe even asking if it was ok, would have been appreciated. The current agent cannot figure out who to transfer me to (I've been typing while on hold). She thinks she has me on hold, but apparently she just put her headset down because I hear others in the background talking.
Oh, great! At 10:37 CST, Nov 20, I've now been disconnected a second time. Perhaps I'll just keep live noting of this call. Let's start that call again. For the 3rd time.
10:38 new call started (this saga began around 9:40 this morning, current call is attempt #3); multiple menus; on hold waiting for an agent.
10:45 an agent finally picked up.
10:46 this agent isn't sure why I was able to get home security installed because she didn't think Xfinity was installing security systems right now. I assured her that they were and there was a real technician here this week. It's also on my bill, so that seems like it would be a dead give away that I'm not making up the fact that I have Xfinity home security services now. She wants to know how much they were going to charge me for this. That seems like information she should have had access to. I should have told her negative $100.00 per month.
10:48 On hold again.
10:52 I'm now speaking to a new agent, Clara. Clara thinks I want to buy new 24/7 recording service. No, Clara, I'm already paying for it. Clara now sees that I already have the service. She thinks it's weird that it's not working properly. Yes, Clara, I think so as well. Clara says everything in the account is fine and that she needs to transfer me to technical support. I told Clara that I've already spoken to tech support and they said it is an account problem. She's going to call technical support and chat with them before transferring me. If everything was ok with the account setup, maybe at the beginning of the conversation she wanted to sell me another 24/7 recording package so that I would have 48/14 recording.
10:57 On hold again.
11:04 Clara is back. She's transferring to Carmen.
11:05 On with Carmen now. Retelling the entire story again for probably the 8th or 9th time this morning. Carmen is going to check with the advanced support team. She's going to put me on hold.
11:08 On hold again.
11:16 Carmen is back. She thinks she has it fixed. She did. Carmen got it fixed. I now have 24/7 recording. Of course, recording just for the one camera that works. But that's a story for another day. That other day will be in 2 weeks when a technician gets back out here to fix the camera that the first installation tech said was probably not going to work.
11:21 Call is complete.
Confirmation number for this last call is CR937936389
The one thing I'm holding out hope for is that the aggressive rollout of 5G mobile technology means we're probably a year or so away from getting 1 gb/s data speeds directly to devices without the need for wifi. At that point, I no longer need Xfinity for anything. I certainly don't need home phone service. I won't need data access/wifi. I can get everything for TV from streaming services. At that point, I will gladly cancel all of my Xfinity services, short CMCSA on the stock market, and take pleasure in watching my portfolio increase in value as Comcast/Xfinity burns to the ground and all their employees are laid off because all of their customers hate them but are no longer forced to use Comcast services. Carmen, when this happens, give me a call and I’ll hire you as you were the only person of the 10 people I spoke to today who knew what they were doing.
Wow. This just keeps getting better. Xfinity did a good thing and found an appointment for me today rather than next week. The technician just left. He was here for less than 5 minutes. He told me the camera needs to be replaced, but he could not replace a camera. He said he could charge me for a new camera, but couldn't replace an existing camera. Mind you, this system has never worked correctly since it's been installed, yet Xfinity says I have to buy a new camera.
So, I'm now on the phone with Xfinity again.
November 24, 2020
17:35 CST: I explain that the technician who came here wants to charge me for a new camera. Apparently I'm placed on hold and I hear ringing as if I just placed the call. This first guy I talked to transfered the call to someone else without telling me that's what he was going to do. Ok, a bit rude, but not unexpected from Xfinity.
17:42 CST: Now I'm on with some other guy. His solution is just to remove all of the changes to my account and come pick up all of the security equipment they just installed. I think that's a really good idea. That should tell you something right there about Xfinity/Comcast customer support. They would rather me cancel the entire order than to fix the bad install they did. I cannot wait to watch this company implode over the coming years.
17:46 CST: He put me on hold to speak to another deparment.
17:53 CST: He's back. He's going to remove the security system from my account. But he's telling me that Xfinity is going to charge me for all of this equipment and that I have to call back tomorrow at 855-484-1472 to get those charges refunded. I'm suspect of this process. He's telling me I have to convince the agent I'm going to talk to tomorrow that I'm withing the 30 day window to qualify for a refund of these charges. This is unbelievable, yet fully expected from Comcast/Xfinity. I suspect they are hoping I don't make that call so that they can charge me for all of this equipment that doesn't work. Not going to happen, Comcast. I'm calling tomorrow and live blogging right here.
18:02 CST: Call is complete. I'm sure it's going to be a saga getting this equipment "uninstalled" and getting these pending charges refunded. I'll continue to report here. What an awful company.
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