I have internet, TV and cell phones service with Xfinity. They have awful customer service and one of their reps tried to make a purchase today using by bank account for $235 saying it was from Xfinity mobile. The reason I know it was one of their representatives is because he had just called my husband saying he wanted to offer us a lower bill. He sent two codes and it was difinately from Xfinity that we had to give him just like Xfinity always does. He also asked personal information which should have been a red flag but we just did not catch on at that time. My husband asked for his phone number but of course he gave a false number. We had been trying to get our total monthly bill down but no one will actually follow through so I guess this scammer knew that. We have had a couple of other reps say they have lowered our payment but it never did happen. I pay automatic payments directly from my bank so all this information is accessible by their reps. Also I was given a phone number tonight by another rep for their fraud division but it did not ever ring. I tried another one from their website and once again, it did not work either. Another thing that bothers me is I can never see my statements and I needed to see it tonight so I can pay off my cell phone and change carriers. Everytime I click on "statement' it gives me an error and says not working so I can never see details of my bill. I am difinately going to cancel my service with them but I want a phone call from someone that speaks English to tell me my information will remain private from here on out. When we first got service with Xfinity, a rep assured us we could keep our old landline phone number we have had for years but after all equipment was hooked up and in motion we found out we could not use our old number. We then wanted to delete our landline but they would not let us so for all these years we have been paying for a landline that we never use!!!
user_23f717, HI there! Thanks for reaching out. This is truly not the experience we like to hear about or how we want you to feel. I can understand the importance of wanting to speak with someone to tell you your information is private from here on out. You've come to the right place. Our team of experts are happy to help with all of your XFINITY needs over social media. We will do everything within our power to turn this around. What was the number you were provided to our fraud department? Was it to our Customer Security Assurance team like in this link here? When you get the error to see your bill, are you getting it when visiting our website and our XFINITY app?
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. Was your question answered? Please, mark a reply as the Accepted Answer.
@user_23f717 , Thanks for visiting our Forums page. We are the right place to go for help with filing a complaint. Would you mind providing some details of the complaint so we can help?
I am writing to express my deep frustration and disappointment regarding a series of ongoing issues with your service and customer support.
I have so far made over 30 calls plus. On 8/12/25 In an effort to update my contract, the following occurred: 10 hrs. yesterday on the phone, 3 different price quotes. One customer service rep. erased my current contract, so I lost internet for 5 hours, which caused significant disruption to both my professional & personal obligations. Plus more phone calls on my part to get this fixed.
8/13/25, Additionally, I've encountered a major barrier in trying to reach a live agent. Your automated system incorrectly registers my modem as restarting making it impossible for me to get past the automated prompts to speak to real person. This has turned an already frustrating situation into a complete customer service failure. So I'm stuck with a higher bill, no contact, & misleading information, poor communication. By the way, I was asked to call today to resolve the new contract pricing, to no avail.
I am requesting the following:
1. An account credit for outage and inconvenience caused by your internal mistake.
2. The original price quoted for the new contract plus a credit if you've already started the new contract at a higher price.
3. The price quoted on June 10th with the same services that I was receiving speed 600& Peacock,
This experience has fallen far short of the level of service Xfinity claims to provide, and I hope you will take the necessary steps to make this right.
user_18wq7h - Hello, and thank you so much for reaching out to us here on the Xfinity Forums. We truly appreciate you taking the time to share your feedback, whether positive or constructive, it’s incredibly valuable. It helps us continue improving not just our products and services, but also the overall experience we provide to our customers. Your feedback has been documented, and we want to make sure we’re aligned, especially when it comes to your plan and pricing. Our team would be happy to take a closer look at your account, provide a personalized analysis, and work with you to ensure you're on the best plan for your needs and getting the best value possible. We’re here to support you and resolve all concerns you’ve mentioned, together. Please send a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forum's page.
Here are the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message
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. Was your question answered? Please, mark a reply as the Accepted Answer.
user_23f717
Visitor
•
12 Messages
1 month ago
I have internet, TV and cell phones service with Xfinity. They have awful customer service and one of their reps tried to make a purchase today using by bank account for $235 saying it was from Xfinity mobile. The reason I know it was one of their representatives is because he had just called my husband saying he wanted to offer us a lower bill. He sent two codes and it was difinately from Xfinity that we had to give him just like Xfinity always does. He also asked personal information which should have been a red flag but we just did not catch on at that time. My husband asked for his phone number but of course he gave a false number. We had been trying to get our total monthly bill down but no one will actually follow through so I guess this scammer knew that. We have had a couple of other reps say they have lowered our payment but it never did happen. I pay automatic payments directly from my bank so all this information is accessible by their reps. Also I was given a phone number tonight by another rep for their fraud division but it did not ever ring. I tried another one from their website and once again, it did not work either. Another thing that bothers me is I can never see my statements and I needed to see it tonight so I can pay off my cell phone and change carriers. Everytime I click on "statement' it gives me an error and says not working so I can never see details of my bill. I am difinately going to cancel my service with them but I want a phone call from someone that speaks English to tell me my information will remain private from here on out. When we first got service with Xfinity, a rep assured us we could keep our old landline phone number we have had for years but after all equipment was hooked up and in motion we found out we could not use our old number. We then wanted to delete our landline but they would not let us so for all these years we have been paying for a landline that we never use!!!
1
0
XfinityGabriel
Official Employee
•
2.6K Messages
1 month ago
@user_23f717 , Thanks for visiting our Forums page. We are the right place to go for help with filing a complaint. Would you mind providing some details of the complaint so we can help?
0
0
user_18wq7h
Visitor
•
1 Message
28 days ago
I am writing to express my deep frustration and disappointment regarding a series of ongoing issues with your service and customer support.
I have so far made over 30 calls plus. On 8/12/25 In an effort to update my contract, the following occurred:
10 hrs. yesterday on the phone, 3 different price quotes. One customer service rep. erased my current contract, so I lost internet for 5 hours, which caused significant disruption to both my professional & personal obligations. Plus more phone calls on my part to get this fixed.
8/13/25, Additionally, I've encountered a major barrier in trying to reach a live agent. Your automated system incorrectly registers my modem as restarting making it impossible for me to get past the automated prompts to speak to real person. This has turned an already frustrating situation into a complete customer service failure. So I'm stuck with a higher bill, no contact, & misleading information, poor communication. By the way, I was asked to call today to resolve the new contract pricing, to no avail.
I am requesting the following:
1. An account credit for outage and inconvenience caused by your internal mistake.
2. The original price quoted for the new contract plus a credit if you've already started the new contract at a higher price.
3. The price quoted on June 10th with the same services that I was receiving speed 600& Peacock,
This experience has fallen far short of the level of service Xfinity claims to provide, and I hope you will take the necessary steps to make this right.
1
0