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user_c767a0
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2 Messages

Wednesday, March 23rd, 2022 6:12 PM

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Landline activation

My mom got Xfinity cable TV and internet in early February after moving into a new apartment. She decided this month that she needs a landline. I ordered one on Monday, 3/21, and was bounced around to 4 different less-than-stellar Xfinity reps on an insanely long 1 hour and 36 minute phone call.

When I returned her Xfinity modem for her old apartment to an Xfinity store this morning, an Xfinity rep there said that it could take up to 5 days for the landline to activate. Five days?? That's hard for me to believe -- it's 2022. 

Has anyone else had similar experiences with Xfinity landline activations?

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3 years ago

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XfinityAldrik

Official Employee

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1.7K Messages

3 years ago

Hello @user_c767a0, thank you for reaching out to us on our community forums. Being transferred to four different departments is far from the experience we want you and your mother to have.

 

If the number was being ported from another carrier it can take additional time to fully provision the number. Is the landline now active and working?

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user_c767a0

Visitor

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2 Messages

@XfinityAldrik​ This was not a ported number. It was a new landline number that my mom set up after getting internet and cable TV a month prior. The landline is working now, but only after I chatted with an Xfinity chat rep on Wednesday evening. The chat rep was very good and got things up and running for my mom by remotely checking the modem.

The issue I have is that the Xfinity reps I spoke with on the phone earlier in the week and the Xfinity rep I spoke with at the Xfinity store in Concord, CA is that they essentially made up an answer to something they didn't know the answer to rather than trying to get me to someone who could actually solve the problem. Particularly vexing was the rep at the store who told me "it could take up to 5 days" for the landline to activate -- that's simply not true and was his way of getting rid of me. Had I not chatted with Xfinity chat rep, my mom would have never gotten a dial tone without another follow up call or chat. Bottom line is that the experience I had on the phone and in the Xfinity store was not good in that it wasn't transparent and the reps didn't know what they were doing. Five stars to the chat agent who knew what he was doing and actually solved the problem. I will always try to go with live chat over the phone from now on.

3 years ago

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CCXavier

Official Employee

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695 Messages

@user_c767a0, I am sorry to hear of your experience expressed and I am happy to hear that the chat specialist was able to assist you in getting your mother's Phone services working. I will be happy to forward on your feedback regarding the previous representatives you worked with. Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue. To send a "Peer to peer" ("Private") message:
Click "Sign In" if necessary
• Click the "Peer to peer 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
• Press Enter to send it

I no longer work for Comcast.

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3 years ago

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