1 Message
Customer Compliant – Lack of Service and Outright Lies by Xfinity Customer Service Reps
4/1/2025
To: Xfinity, Customer Service Division
Acct#: [Edited: "Personal Information"]
Subject: Customer Compliant – Lack of Service and Outright Lies by Xfinity Customer Service Reps
I have been a customer with Xfinity since 2016 and have been paying my bills regularly in turn expecting getting good customer service, when needed. Over the weekend on Sunday March 30, 2025 due to bad weather, we lost our internet connection. We noticed that our internet connection was not working the morning of Monday March 31, 2025. I immediately tried the basic troubleshooting steps such as restarting the modem and disconnecting and connecting the power to the modem and it did not help.
I then used the chatbot from the Xfinity mobile app. Chatbot could not troubleshoot as well and directed me to schedule an appointment for a tech to come to our home and troubleshoot. The earliest appointment available was on Tuesday April 1, 2025 between 1pm & 3pm CST. I accepted it and I received a confirmation text message as well. Then I called the customer service at 888-266-2278 and spoke with a tech. She tried the basic troubleshooting and nothing helped. She confirmed my appointment for Tuesday as well and mentioned that a tech will call me about 30 minutes prior to arrival. The morning of Tuesday April 1, 2025 by around 12:00pm CST I called the customer service again to confirm the appointment. After going back and forth for about 10 minutes with a tech, he informed me that the appointment was cancelled! I asked him the reason for cancelling the appointment and the response was “Xfinity tech called your number and there was no response”. No one called me and I did not receive any calls from Xfinity. The tech gave me a new appointment for Thursday April 3, 2025. I refused to accept the new appointment and insisted on speaking with a supervisor or a manager. After about 20 minutes into the call, he gave me a new appointment for Wednesday April 2, 2025 5pm-7pm and I received a confirmation text. I continued insisting on speaking with his manager. Finally, after several minutes of holding, the tech said that his manager [Edited: "Personal Information"] has a lot of calls in waiting and will call me in about an hour. Even after several hours I have still not yet received a call from the manager and even mentioned to the tech on the phone that no one from Xfinity was going to call me.
This is not the first time this has happened to me with Xfinity. Exactly the same scenario happened last time about a year ago when we had bad weather and our internet was down. My appointment was cancelled without any notice and I was told that I did not answer when the tech called, even though I never received a call. It appears to me that this is Xfinity’s standard response when an appointment is cancelled without notice.
I work from home and today had an important project to handle. Not having reliable internet service is not an option for me and it affects my job performance. Every time I call Xfinity, it is very frustrating to talk to the customer service to get any issues resolved. Please treat this as a formal complaint letter.
If I do not receive a satisfactory response to this memo and if my internet connection is not restored quickly, I intend on filing this memo with the Better Business Bureau. I look forward to quickly resolving this matter.
Regards,
Xfinity Acct#: [Edited: "Personal Information"]
XfinityArmand
Official Employee
•
2.1K Messages
2 days ago
Hello @user_50s1sw! Thank you so much for taking the time to bring your concerns to our attention. We are so glad to hear from you and are want to assist in addressing your service concerns in any way that we can. Having an appointment be cancelled without your notification is annoying and we completely understand your frustration with us. Especially since this has been a recurring issue you've experienced with our internet service in the past. We sincerely apologize for the inconvenience and the disruption this has caused, particularly given your long-standing customer loyalty. Please be assured that your complaint has been received by the appropriate team, and we are committed to resolving this matter with the utmost seriousness and urgency.
We acknowledge the sequence of events you described, including the troubleshooting efforts, the initial appointment scheduling, the subsequent cancellation, and the difficulty in reaching a supervisor. We recognize that the explanation provided regarding the cancelled appointment is an inconvenience to you, and we will certainly look into this matter to ensure such occurrences are prevented in the future. Your time is important to us and we understand the critical importance of reliable internet service, especially for your work-from-home needs.
So that we can get a closer look at this for you, please feel free to send us a private message with your details. That way we can get a look at what went on and get to work on getting things taken care of for you. Thank you again for reaching out to us and allowing us to opportunity to get this addressed. 😉
To send a "direct message" / "private message" message to Xfinity Support:
• Click "Sign In" if necessary
• 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
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user_99o0v2
1 Message
2 days ago
I'm in the same boat I was promised a extension last night and they offered a bill reduction and today there's nothing on the account and they will not honor what their agent told me. I have a full screenshot list of the conversation as well. Bad customer service
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user_h9xzt8
1 Message
2 days ago
I work from home as well and it’s so frustrating to have my lively hood dependent upon Xfinity. I live in Pitman and my Internet is always going out. Nothing works in my house when my internet is down. It’s like being on a deserted island. I’m seriously looking into other ways to get reliable internet service. Customer service is a joke. You have to go through [Edited: "Language"] and high water to get a live person only to be further disappointed by the lack of knowledge and resolve the representative offers. Xfinity seems to believe they can continue to offer bad service without consequences but that’s a foolish way to conduct business.
(edited)
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