Xfinity Streaming

A few days after my posting I received a phone message from Xfinity (I was not there to receive it and it was transcribed) with a name and phone number. When I returned the call, the person was unknown, there was no way to reach the individual, and a standard tech response put me through another wasted hour of unrelated questions while promising to honor my request to escalate the issue. Again this interrupted my work and produced no solution. 

The next day, and with no previous notice, I was interrupted while in a meeting by 2 phone calls from Xfinity techs. I told the first (Tia) to call me back at a specified time later in the day to hopefully resolve the ongoing problem. Minutes later, another tech called, I mentioned the first, and she said "Oh yes, I have a record of that call here. She'll call you back." No one ever did. However, the following day -and with no contact- the missing and inaccessible Xfinity Streaming service began reinstalling itself. This after weeks of downtime, many attempted contacts on my part (online and by phone), and wasted hours where I was presented differing excuses ranging from "crews working in your area" to (sudden) "incompatibility with your hardware" to program reshuffling. So a remote repair of some kind must be in place. I've not yet had an opportunity to completely verify the service. But parts of it and now functional. I have exhausted my "spare time" to affect any further and ineffective corrections at my end of the line.

        I've also been told that I have to get in touch with the Billing Department for any adjustment in charged fees or rebate. But I have a lot of work to catch up on and can't spend any more time on this matter. 

        Xfinity has been inept, deceitful, inconsistent, irresponsible, and customer deaf —until I found this forum. there've been results since, but I still do not know what happened, why, if the issue is fully resolved, how to avoid such problems in the future, and how to effectively reach out to report issues and deal with them. I don't want any more insincere apologies. I want Xfinity to fulfill the terms of their contract with a client.

Hello @user_94pujf, thank you for taking the time to provide such a detailed update. Your frustration is completely understandable, and this is not the experience we want for our customers. We’re glad to hear that portions of the service have started working again, but we understand that you have not yet been able to confirm whether everything is fully restored. We also recognize that you should not have to spend more of your workday repeating troubleshooting steps or contacting multiple departments. We’d be happy to review the account, check the current service status, and determine what information is available regarding the restoration and any eligible billing adjustment. We understand you have a lot to catch up on, so whenever it is convenient for you, we’ll be happy to continue assisting you.  For your privacy and the security of your account, if you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, we'd be more than happy to look into this for you.

How to send us a direct message: 

1. Click "Sign In" if necessary. 
2. Click the "Direct Messaging" icon. 
3. Click the "Start new conversation" (pencil and paper) icon. 
4. In the "To:" line, type "Xfinity Support." 
5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list. 
6. An "Xfinity Support" graphic will replace the "To:" line. 
7. Type your message in the text area near the bottom of the window. 
8. Press Enter to send it.