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Visitor

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2 Messages

Tuesday, June 3rd, 2025 11:18 PM

Bad customer service

We had a new driveway installed yesterday. Paving company found xfinity cable unprotected under old driveway. cable was damaged when removing old driveway. Cable was pulled back and pvc pipe was insstalled under new driveway to run new cable in. I called and set up an appointment for today to extend and run new cable. When I came home cable was run through pvc pipe but was not buried on either side of the driveway. Also there was damage on the new driveway in the area where the cable connects to the house. I have made multiple calls to xfinity tonight. When I get a real person the refer me to a phone number where I cant reach a real person.

We pay over $250 a month and I am not happy to be struggling this hard to get help with the terrible service that we received today

Official Employee

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1.9K Messages

1 month ago

Thank you for reaching out to our team here @user_lnjgkg. That is certainly not the experience we would like you to have, and I will be happy to assist you in getting that taken care of. Could you send me a direct message with the full name and complete address for your service? 

To send a direct message [private message]:

   Click the "Direct Message" icon or  https://forums.xfinity.com/direct-messaging

   Click the "New message" (pencil and paper) icon

   The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.

   - As you are typing a drop-down list appears. Select "Xfinity Support" from that list.

   - An "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

Visitor

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2 Messages

Still no solution. I have recieved a few calls from the company that xfinity subs out to deal with issues and claims. I believe its ITT. havent been able to pick up as I am at work when they call. When I call back it always goes to voicemail. Tried over 20 times. could not be more frustrating. 

Official Employee

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1.6K Messages

@user_lnjgkg Thanks for the update. I'm sorry to hear we were unable to connect with you. Please meet us back in the direct message, so we can get the best timeframes to reach you and further assist. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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