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user_bbbdic
1st Topic

Visitor

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5 Messages

Saturday, July 18th, 2026 12:03 AM

Internet essentials service disruption and inconvenient

I am an Internet Essentials customer. Xfinity messed up my order and shipped me a cable instead of a modem. I spent 3.5 hours on the phone today being lied to, passed around, and insulted by the Loyalty Team. Standard shipping is being waived, but I am requesting a $50 Inconvenience and Service Delay Credit for the severe runaround and the fact that I am completely without the service I paid for due to warehouse error. 

Also, my service has been functionally degraded since the May network upgrade due to a DOCSIS 3.0 incompatibility. I am requesting a Service Interruption Credit applied to my next billing cycle for the days I was throttled below my plan's 100 Mbps threshold.

Will you please contact me to resolve these issues?

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13 hours ago

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XfinityAlyssaA

Official Employee

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2.9K Messages

9 days ago

Good evening @user_bbbdic, and thank you for sharing your experience on our Community Forums. We appreciate you bringing this to our attention so we can take a closer look at what happened.
 

I'm sorry to hear about the frustrating experience you've had, and I'd be happy to review the account further to see if any appropriate credits may be available as we do want to make sure that you are credited for any time you were billed but did not have working service. I also see that you mentioned experiencing service degradation, and we'd be glad to help troubleshoot that issue as well to help determine next best steps. 

 

To get started, please send us a Direct Message with your first and last name and the service address associated with the account, including any apartment or unit number if applicable. For your privacy and security, we're unable to review account-specific information publicly.

 

Once we receive your message, we'll be happy to investigate further and work with you toward a resolution.

To send a "Direct Message" ("Private") message:

Click "Sign In" if necessary

  • Click the "Direct Messaging" icon
  • Click the "Start New Conversation" (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

You can see how to send us a direct message here: https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514.

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user_bbbdic

Visitor

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5 Messages

A corporate escalation ticket was filed and Edit (Employee PII) was supposed to contact me today but she never did. I returned her email on Saturday and she hasn't responded. She left a voicemail without a call back number. I just tried calling Internet essentials customer service again today and he couldn't transfer me to Latoya or her department.

I'm going to be filing a complaint with the FCC for the way your company has treated me and for throttling my internet speed since May. I called in May or June to see why my Internet was so slow and I was not informed that my modem was made obsolete due to your upgrade and the my speed was being throttled by your company.

(edited)

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8 days ago

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XfinityRaf

Official Employee

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1.5K Messages

Hi there @user_bbbdic. You currently have a corporate escalation ticket open that is being actively worked. I mentioned to you earlier that they would be the point of contact and that there is not a way to contact the team, only the agent who is working your ticket. I offered to leave a message in the ticket for you, but I never heard back from you. The agent who is working your ticket is currently out of office which is why you did not receive a response. If you would like to continue working with our corporate team, reply to my private message, so we can notate your ticket. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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8 days ago

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user_bbbdic

Visitor

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5 Messages

You did not mention in the private chat that she was out of office. I would like to work with whoever can get my issue resolved in a timely matter. When is she going to be back in the office?

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8 days ago

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user_bbbdic

Visitor

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5 Messages

My issues are not resolved yet. Latoya keeps calling me even though I made it very clear that I will only communicate with her via email. She has my email address because she has emailed me several times already. Will you please ask Latoya to respond to my email or forward my issue to her supervisor?

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4 days ago

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XfinityVictor

Official Employee

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2.4K Messages

I updated the ticket with your request. We will continue to monitor things on our end. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please mark as Best Answer.tick

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4 days ago

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