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Sanchjen
1st Topic

Visitor

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2 Messages

Monday, January 12th, 2026 8:26 PM

Horrible Agent - Bad Customer Service

Can you guys please train your agents to stop bickering and escalating conversations? 

I had an agent mock me and belittle me when I requested wireless internet 

my unit does not have any coax cables no modem to connect a router there’s no phone jacks or WAN onsite I need wireless internet 

the agent mocked me and said there’s no such thing as wireless routers 

I explained that I understand a power source is needed but again I have no coax cables to connect a router too

t-mobile has wireless internet I’ll just cancel my internet and xfinity mobile and go over to T-Mobile at this point 

I even asked the agent to transfer me to the supervisor he refused to and kept asking why and how he was being rude and I told him his supervisor can listen to the call together with him and review it and go over that with him and explain it to him. 

the agent then threw me into a random queue 

and now here I wait for over 10 minutes trying to get answers 

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14 days ago

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XfinityBrianH

Official Employee

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2K Messages

21 days ago

 

Sanchjen Thank you so much for reaching out to us here to let us know about your experience in our store location, that is definitely not how we want you to feel when trying to get information. Xfinity internet service does not offer wireless internet, our service requires a coaxial cable outlet to bring the service into your home. 

 

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Sanchjen

Visitor

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2 Messages

@XfinityBrianH​ this wasn’t in the store this was over the phone 

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14 days ago

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XfinityJohnG

Official Employee

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2.4K Messages

Thank you very much for the clarification. I will be happy to look into that contact with the phone agent further from here if you would like. I would need to have 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

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14 days ago

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