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Rubylee615
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Thursday, January 22nd, 2026 9:21 PM

Leadership- I had a horrible experience with a customer retention supervisor

Are there any corporate leaders who would like to discuss my concerns about continuing unplanned service outages and a customer retention supervisor who is not concerned with retaining my business?

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9 days ago

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XfinityDuron

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473 Messages

11 days ago

Hello there @Rubylee615, I would be more than happy to help you with your issues. Can you share with me the issues you are dealing with? 

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Rubylee615

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Sure, from a service standpoint, I experience several unplanned outages each month for the past year, which impacts my employment.

when I spoke to customer supervisor and requested to speak with someone regarding permanent resolution he could not connect me.  When I asked for additional account credit beyond the amount the system applies, he could not help or allow me to speak with someone else.

when I mentioned there are other options available for service, he had no regard for retaining my business.

Very frustrating and time consuming, not to mention my loss of income every time this happens.

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10 days ago

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XfinityGabriel

Official Employee

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3K Messages

 

Rubylee615, Thanks for sharing these details. As someone who depends on my services to work correctly for my livelihood, I can understand the inconvenience that this has caused you. I am sorry to learn about this experience and to hear that we have made you feel this way. You've come to the right place. Over social media, we are an expert team that specializes in resolving repeat interruption and credit concerns such as this. We can help. At Comcast, we strive in ensuring that you receive the services that you pay for. We appreciate you greatly for your time spent on this. Unfortunately, we do not provide credit for loss of income. However, once the issue is resolved, we are happy to credit you for the services charged while down. How are the services working currently for you? As a friendly heads up, when disputing a charge or requesting a billing credit, you must also contact us within 120 days of the date on the bill, or you waive any such disputes or credits. 

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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10 days ago

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Rubylee615

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Thank you for the prompt reply.

As information, I’ve been on the phone with Xfinity again this morning for 30 minutes as my neighborhood has lost out TV connection.  The xfinity assistant has said the issue is with xfinity and the earliest possible service is 3 days away.

So again, another extended service failure.

Additionally you have missed my major concern in my previous message, although reimbursement for outages is your responsibility to your customers, I am requesting to speak to someone who can explain why we have several outages each month and how and when this will be resolved permanently.

Certainly there is someone in corporate who tracks areas with reoccurring issues and can explain why this happens and how you will resolve this issue.

please reach out via my email and we can discuss 

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10 days ago

XfinityGabriel

Official Employee

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3K Messages

 

Rubylee615, it is our pleasure to help. No problem. We are happy to research this further on our end and get this fixed as quickly as possible. To get started, please send us a direct message with your first/last name and full address so we can ensure we pull up the correct acount to take a look at what's going on. You can start by clicking the "direct message" icon in the upper right page of our forum page. Once you click on that, input our shared handle Xfinity Support to send us a direct message. Appointment availability are delayed at times but can change. Please feel free to also check out our great Appointment Waitlist tool that lets you quickly and easily request preferred dates and times for a sooner appointment than your upcoming service appointment. If your requested timeslot becomes available, we’ll send you a text message. Here is a link to more details on the steps on how to sign up to the Appointment Waitlist tool here.

 

 

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.tick

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10 days ago

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Rubylee615

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Hi XfinityGabriel 

having difficulty with the DM.

your contact info is not on the list, however XfinityGabrielS is on the list.

would it be possible for you to send an email to my xfinity email address for the information?

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9 days ago

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