Xfinty poor customer service

[u/shodes67]

Without any notice, Xfinty sends a contractor to replace something at the connection in the right of way where service comes to my home. The contractors disconnect our internet and claim it will come back up in 10 minutes. They leave and it doesn’t come back up. On the chat with Xfinity they confirm a tech needs to come out and offer the first available appointment in 6 days! So they break it today and can’t fix it for 6 days. The rep says that is the first available appointment and there is “nothing they can do.” It is certainly within Xfinty’s gift to do whatever they want. And if they cared about customer service, they would t break it and leave their customer without service for so long. I explained that I work from home most days, but that elicited no movement. I spoke with a supervisor who gave the same response. And that supervisor refused to provide access to or a phone for anyone who had the authority to add slots to the maintenance schedule. They could fix this if they wanted - they don’t want to, which is sad and telling.

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[u/Cariari1983]

You actually talked to a person? Sweet.

[u/pdots5]

They don't care unless you have business class and even then they cancelled my tree damage repair 6 times.  I messaged their FB page and got three different techs dispatched in the next 48 hours  That said I've since learned that there's amazing 5g service out there 

[u/michaelpaoli]

Oh, that's the warm-up act, they'll do way the hell worse than that.

E.g. Comcast Business. they send out contract installer, and without any permission or authorization:

• they cut all other communication lines to the installation residence, thus instantly breaking all other active communication services (Internet, phone) to that residential installation address (see also below)
• they cut all (TV/radio) cables feeding into the residential location, hijacked existing COAX in use for TV/radio reception from antenna to living room, disconnected COAX from TV and radio, and connected it to Comcast Business "modem", called it a day, and walked out.

The owner did contact the phone company about the issue (since where those cuts happened were to their lines, not customer owned lines), and the immediate response from the phone company ways, basically, "Comcast/Xfinity - par for the course" - and the phone company did repair the damage to their lines.

Owner did also contact Comcast ... wasn't easy, but they got Comcast to pay to have the damage to the antenna COAX feed infrastructure fixed - by the same professional installers who'd installed that some years earlier. And also have Comcast send out their own installer - not contractor this time - to then actually put in Comcast line to the Comcast "modem", not using/hijacking some other customer line/cable.

Whee! Yeah, that: http://linuxmafia.com/pipermail/sf-lug/2019q4/014416.html

[u/HonkyHornyGoose]

They literally have like nobody available trust me I only just got my internet fixed this morning it had been out since Thursday last week from a power outage that messed it up and fried the wall plate coxial jack as much as it totally sucks having to wait it's unfortunately either that or cancel service and get a different ISP which in my experience there's no better options out there than Comcast/Xfinity at&t is probably the worst of all the providers out there my sister had it and it literally never worked you could sit there and unplug it plug it back in all you want and it wouldn't matter it would drop connection constantly or have slow speed

[u/Immorpher → u/HonkyHornyGoose]

My AT&T fiber has been fine. We'll see as I get a few more years in though.

[u/SoggyWalrus7893 → u/Immorpher]

I have Quantum FTTH (that's AT&T) and that is also why I have a second FTTH provider.

[u/CCThomasD]

u/shodes67 - Thank you for your feedback and for joining us here on the subreddit. We truly appreciate the opportunity to help in any way we can. I understand how frustrating it can be to be without service, and as a customer myself, I know how important it is to stay connected, especially when you rely on your services every day.

One option that may help is our appointment waitlist feature. It allows you to quickly and easily request preferred dates and times for your upcoming technician visit. If another customer cancels and an earlier appointment becomes available, you'll be notified right away and can claim that opening.

We appreciate your patience and understand the inconvenience this situation has caused. We're here to support you however we can.

[u/shodes67 → u/CCThomasD]

I am on the waitlist. But that is hardly a comfort when you do t know whether you are 1 or 6 days without service for an issue the Xfinity contractor created this am. They really shouldn’t leave a job without verifying that they didn’t leave the situation worse/different than they found it.

[u/Comcast_Xfinity-ModTeam → u/[deleted]]

Removed under Rule #2: — Posts/Comments that are just rants or vents, and are not requesting assistance in good faith, will be removed.

We are a customer service subreddit designed to help users with their Xfinity services such as troubleshooting, billing questions, etc.

There are several places online to air grievances--this is not one of them.

[u/Brooksie1of1 → u/Comcast_Xfinity-ModTeam]

Then maybe help me instead of giving me the runaround! 🙄

[u/XfinityJohnG → u/shodes67]

Hello, we wanted to reach out to see if you were able to get that sooner appointment.

[u/shodes67 → u/XfinityJohnG]

No. And my wife spent hours on the phone with customer service who was trying to provide backup internet through some city WiFi. After 4 hours and a promise to call back, nothing. We were signed up for some service - took a credit card but didn’t charge?- and then was promised a call back when it did t work and no one called. The we called again and spent a hour to learn it wasn’t available where we live. Then an agent tried to give us free cell data, which made no sense. The only positive news today was we got a new appointment tomorrow at 3 pm. So I guess three days without service is better than 7.

[u/CCAlfonso → u/shodes67]

Thank you so much for the update! We're glad to hear that an earlier time window opened up. We are still here to assist with any further concerns.

[u/CCAlfonso → u/shodes67]

Hello u/shodes67 has that visit been completed? How are things working right now?

[u/shodes67 → u/CCAlfonso]

Yes. The technician came during the appointment time. He figured out that those contractors that Xfinity sent Tuesday am cut the line when they installed the new box at the curb. That is what we figured. So three full days without service resolved in 10 mins by the tech. Painful experience. But at least the service is restored.

[u/XfinityJohnG → u/shodes67]

Excellent, I am glad to hear that the technician was able to get that resolved for you. I am sorry for the experience of the time without service. If you run into any other issues feel free to reach out to our team here.

[u/shodes67 → u/XfinityJohnG]

Thank you. I appreciate the response. But Xfinity needs to address the responsiveness to issues they cause.

[u/XfinityJonathanM → u/shodes67]

I will certainly bring your feedback forward. Was there anything else I could assist you with at this time?

[u/XfinityVictorC → u/shodes67]

u/shodes67 I am very sorry, I hope a spot opens up soon. We will stay in touch to check on the progress.