Let me tell you my experience with customer service!

So a new gateway appeared at my front door, with no notice it was coming. Old one was still fine and operating, I thought the new one was an update. I read the directions, said it was easy would only take a few mins, yad yada. Scan the bottom of the unit, which I did, it wouldn't recognize the code. I went to xfinity ass't after multiple tries and it set me up with a tech to come on the next day. To be clear the tech did all he could to help, so nothing against him. He couldn't do anything with it either, so he went to his truck to use the phone for help. He came back in and handed me the phone, it was customer service wanting to speak with me. Mind you I have autopay, never missed a payment, no issues with my bank account and this woman had the nerve to say I was down for nonpayment/disconnect. I explained all of this and she wouldn't believe me, said she wasn't in billing and would give me the billing number, but I would have to pay upfront to be able to connect the unit. The phone number was for employees only.   I used xfinity asst to get a current copy of my bill #1 to see if there were issues with payment #2 if I was going to now have a double payment. The tech had reconnected the older unit and it was working just fine and even said the new one was the same, not an upgrade. Since he was here, I had him connect the new one, after payment it was now working. But wait theres more.....

I received the current bill and $100 was added on for the tech visit! oh no no no. I went on xfinity asst yet again and disputed the bill, it connected me with chat, after being disconnected by 2 associates, I finally got a 3rd who could help me and take that charge off plus offer me a promotional bundle to cut my costs down.

I then got a survey which I gave a low score because of all of this, got a call last night from a customer service rep to discuss my experience and she kept talking over me, I had to tell her to stop talking and listen. She was trying to tell me what my issues had been, I was charged for inside wiring issues, which was not the case at all. They say this calls may be recorded, I hope they were so they can possibly be reviewed.