Visitor
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7 Messages
Xfinity customer service experience
I have been an Xfinity customer for six years and hold a gold member status, which makes my recent experience particularly disappointing. Recently, I lost my phone and reached out to Xfinity to replace it through my insurance. To my surprise, I was informed that my insurance had been canceled a couple of months ago. This was confusing and frustrating, as I never canceled my insurance and have always valued that coverage.
During the call, the representative assured me that they would reinstate my insurance and provide me with a new phone free of charge. However, I later learned that I couldn't renew my insurance without having my phone present. This left me feeling misled, as the representative seemed to say anything just to get me off the phone.
Overall, my experience with Xfinity's customer service has been frustrating and unsatisfactory. I expected better support, especially as a long-term customer. I hope they can improve their communication and service in the future.
XfinityJeff
Official Employee
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311 Messages
1 month ago
Good morning @user_1sa0ek, and thanks for using the Xfinity forums today to post your issue, I hope you are having a good day. I am sorry to hear about the lost phone and the issues you had dealing with getting a replacement. You have reached the right team that can take a look at this for you. Could you please send our team a direct message with your full name and full address?
To send a direct message:
Click "Sign In" if necessary
• Click the "Direct Message chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window, please add your full name and address
• Press Enter to send it
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user_1sa0ek
Visitor
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7 Messages
22 days ago
No, my question was not answered, and I still have not received an answer from Xfinity as to the solution , I contacted the Better Business Bureau and someone called me back and said they where going to listen our phone calls and then come up with the solution and I still have not received a answer from Xfinity as to the solution that’s going to be from this problem.
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