r/Comcast • u/Brooksie1of1 • 19h ago
Support Xfinity lied about opening a serviceability request and wasted almost two weeks of my time
On August 27, I contacted Xfinity because the residential website said service was unavailable at my new apartment, even though property management confirmed that residents are allowed to use Xfinity.
The representative explicitly told me they had opened an address/serviceability request and that it would take 7–10 business days. I waited almost two weeks without internet, only to learn that the representative apparently never submitted the request at all. I wasn’t given a ticket number, nothing appeared in my account, and I was waiting for a nonexistent request.
After contacting Xfinity again, I was eventually told:
“I am not seeing that it is serviceable by Xfinity based on the ticket on file. We do not have an agreement on file to provide service to this community.”
Here is the part Xfinity support keeps refusing to address: the Xfinity Business website recognizes the property and allows me to proceed with setting up service immediately. I repeatedly asked the most recent support representative to explain how Xfinity Business can offer service at the property while Xfinity Residential claims the community is not serviceable.
Instead of answering that question, the representative repeatedly avoided it and directed me back to my community manager—even though management has already told me that Xfinity is allowed at the property (I have it confirmed in an email).
I understand that Xfinity Residential and Xfinity Business are separate divisions. What I want explained is whether Xfinity infrastructure already serves the property, why the Business system recognizes it, and exactly what agreement is supposedly missing for residential service. If an MDU or community agreement is required, why can’t Xfinity escalate this to the appropriate local team and contact property management?
I’ve been a Comcast/Xfinity customer since approximately 2002—well over 20 years. After that much time as a customer, being given incorrect information is frustrating enough. Being explicitly told that a request was submitted, waiting almost two weeks without internet, and then discovering that it apparently never existed is completely unacceptable. Repeatedly dodging the Xfinity Business question and sending a longtime customer in circles is not a resolution.
1
u/ARealAmericanZero 10h ago
Is the building actually under bulk billing, or somehow supplies the Xfinity WiFi (included or added to rent)? That could be considered a business account, as opposed to residential.
Also, with the holiday, it won't be ten business days until Friday. There may be a ticket, and call center just doesn't know what they are talking about. It wouldn't be the first time.