1 Message
Xfinity Values Customers......NO THEY DO NOT!!!
Urgent: Unresolved Camera Connectivity & Poor Customer Service
I am reaching out in continued frustration regarding my unresolved camera connectivity issue and the challenges I’ve faced in seeking help. It's now been almost a month, and despite my best efforts, I’ve been unable to reach a manager or anyone who can effectively address my concerns.
**Needed to Resolve Camera Connectivity Issue**
In response to my ongoing issues, I have been a loyal customer since 2004, when Xfinity was still Comcast. For 2.5 years, I had no issues with my four cameras, but after I stopped cable service, I encountered significant problems. Over the past two weeks, I’ve spoken with **13 different agents**—yes, *13*—in an effort to get my camera back online after a hard reset, yet my issue remains unresolved.
Every time I call, I’m routed to a call center where communication barriers lead to misunderstandings. Despite my efforts to follow the steps provided, my camera is still offline. Each call brings a new agent, making it feel like I’m starting from scratch every time. During my conversation with the 13th agent, they insisted I’d only called three times. I asked them to review my account, where they should clearly see all the times I’ve contacted Xfinity regarding this same issue.
I’m on a fixed income and rely on these services each month. My services have been interrupted multiple times despite my long-standing commitment to this company. Additionally, I’ve been a rewards member for over six years, but my membership benefits have now been reset, wiping away all my progress.
During my attempts to resolve this issue, I found an online forum where *hundreds of other customers* share similar complaints, indicating this is a recurring problem. I am disheartened that each time I speak with support agents, communication barriers hinder effective assistance. Many of the agents, often from overseas call centers, seem to read from a script rather than truly understand my problem. This has only delayed a resolution further, leaving me feeling dismissed. In one call, I was placed on hold for over 30 minutes with no assistance provided before I had to hang up.
One agent assured me that I had premium insurance, which should have allowed a technician to visit and address the issue directly. However, this visit never occurred, leading me to believe I was given misleading information just to placate me. To complicate matters, I was sold a camera without any indication that it required hardwiring. Now, I have to return the product to the store, which could have been avoided had the agents been more thorough in their explanations instead of focusing solely on making a sale.
This experience is incredibly disappointing, especially considering I’ve found many other customers dealing with similar issues online. I’m questioning Xfinity’s commitment to its customers and am considering finding another provider. I urge Xfinity to remember the values it once stood for and make the necessary changes to genuinely help its customers.
I would appreciate it if someone could address this issue as soon as possible with the seriousness it deserves. Thank you for your time and understanding. I look forward to a prompt resolution.
XfinityThomasC
Official Employee
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2K Messages
26 days ago
Hello, @User_253BB this is not the experience we want for our customers. Could you please send our team a direct message with your full name and full address? To send a direct message:
1. In the top right corner, you'll see a little chat icon near the bell icon. Click the direct message icon
2. Click the "New message" (pencil and paper) icon
3. In the 'To' line, type "Xfinity Support" there. A drop-down list appears. Select "Xfinity Support" from that list (an "Xfinity Support" graphic replaces the "To:" line)
4. Type your message in the text area near the bottom of the window
5. Press Enter to send it. An official employee, such as myself or whoever is first available, will respond. Thanks!
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EG
Expert
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107.1K Messages
25 days ago
The concern is not related to Xfinity Compliments................... Topic moved here to the proper help section for assistance.
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