Customer Service Scoreboard
A few months ago I switched from Dish to Xfinity. What an error on my part. I have had nothing but trouble since the change. The technician that installed the Xfinity system made connections that did not make sense. When he left, the security cameras , the sound bar, and a few other things did not work. His solution, I need to by all new equipment from Xfinity. I have been trying to sort this mess out for months now.
They are horrendous . By far the worst only rivaled by Bank Of America for #1 worst of all time. Is that WOAT?
If you can get ANY other service do so. Unfortunately monopolies like them and the post office don't care about customers. I have spent so many hours trying to just get thru to someone and then being frustrated. Go to UPS and see how a company is suppossed to be run. Funny that I waited 45 min.at the infinity store to return my box and couldn't. Went over to UPS less than 2 minutes! Love how comcast changed their name like we wouldn't know or remember how horrible they are.
I canceled my service in December 2023 and returned the equipment at the beginnig of January 2024 after moving to my new house in another city. They disconected the service in my previous address on January the first but they charged me $80 in January the 20th.
I called them on Junuary 18 when the transaction appeared as pending on my credit card account. After one hour in the phone they assured me the charge was not going to be made but that was not true.
They charged me the montly $80 anyaway because they kept the automatic payment on my credit card.
I called again today and truly their CUSTOMER SERVICE is the worst in South Florida, especially because the automatic machine that answers the phone calls does not allow you to talk with a real agent... You waste at least 10 minutes trying to get a human to chat with you!
The supervisor who finally talk with me offer a reimbursement for less than those $80 and told me that if I wanted to complain about it I should go to an office in person... wow! More waste of time! I had to accept what he offered... too tired by now!
Very dissapointing!
This company is by far THE worst company in the telecommunications business! The customer service sucks, the billing system is horrible and their so called customer resolution department is CRAP!
The FCC is NO HELP WHAT SO EVER!! The customer resolution rep Kacie E is a LIAR! Will send you "ONE" email and close your complaint indicating "several" attempts was made to resolve.
Save yourself the time and aggravation, "DO NOT USE THIS HORRIBLE COMPANY!!!!"
Xfinity is one of the worst customer service compnaies I have ever dealt with. There internet had regular outages. The WIFI did not work consistently. Their service technician on occation make thing worse. The staff in the Cherry Creak store was unknowlegible and rude. For three years spent hours trying get service on hold.
Xfinity overchared me and it took phone calls and 6 months to ge reimbursed! When I whitched to another carrier they trined to make it more difficult telling that it was corporate polilcy not to help some one to move to another carrier!!!!!!
I knw many people who have has similar experiences with Xfinity. There should be a class action suit agains them. The Better Businees Association does not acreit them.
I recently contacted Xfinity to learn why I could no longer restart a program. The CSR had no idea that this was ever possible. Over the course of 30 minutes she placed me on hold multiple times while attempting to formulate a response. She set no expectations as to what was happening or when the call would resume. I thought the line was disconnected as there was dead air for minutes at at time, each time. After providing ludicrous responses to my inquiry she placed me on hold one last time. When the call finally resumed she quickly informed me that I must have an old cable box (I do not) and to go to a retail store for a replacement. Also an incorrect answer just to end the call.
Been an xfinity customer for 10 years, only because it's the only service available at my address.
Trying to set up a new modem, following their online instructions. They can't see the new device.
Tried their "active support". Replies,"can't see your modem.plug it in and check connection." Yeah right! That's why I'm contacting support! The only way you can tall to a person is to schedule a technician to come to your home (and pay for it). This is bs support!
Very Very poor rude customer service, They pretend they are trying to help you lower your bill, and actually the bill is even higher by atleast a hundred dollars. I was even threatened that the authorities would come to my home if I didn't pay the pass due account that went from 300 dollars to restore service to 7 hundred and forty six dollars to restore service. I have had xfinity for year's but the service is worse the last 2 year's, and it's extremely difficult to talk to a live agent. This is the worst business I have ever dealt with.
I had Xfinity home internet and cell service. I constantly had problems with my home internet disconnecting even on shiny days. Constant text and emails about my service disconnected and reconnected. It was absolutely horrible.
As far cell service it was the worst I've EVER had. I couldn't get a signal anywhere even in town. I was paying $50 a month for a phone I brought to them. When I moved and canceled my home internet service. They jacked my phone bill up to $95 a month! When I called to disconnect the service they turned my phone off while I was talking to them and this was the very next day after they drafted my back account! DO NOT USE THESE CROOKS!!!!!!
Internet service is off multiple times daily, sometimes hours at a time. Difficult to talk to a live agent, if one gets an agent at all. Live agents can't solve the problem. Charge the customer when no service given on internet. Limited number of credits; not given for all outages, so charging customer but no internet service. Runs at speeds way lower than paid for. Has been going on 3 weeks. Rude and non-solution driven agents. Terrible service past 3 weeks. Rude technician in area when asked about outages and what are next steps to solve issue.
Listen to to everyone I was on the phone multiple times and got transferred to agent to agent to agent to agent to agent to agent to agent Everytime and told them I was charged for a phone I never had the first time I talk to an agent they saw the charge and said I don't have a phone and saw the charge on my credit card and I would get a refund well never saw a refund so I called by again and was transferred to agent to agent to agent to agent and nobody saw the refund or charge on my credit card I just turned in my modem and flex box and cancel my service when this happened well I called again and got transferred to agent to agent to agent to agent to agent to agent to agent to agent and talk to a agent and asked him if I could send in a copy of my card charge and he said any email I got from them just replie and attache the card statement and he said Id get a refund and he would call me back in 24 hours well bold and behold I never received the call and no refund called back and and got agent to agent to agent a was told they don't see my information on refund and credit card and got transferred to theft department and was told to call my bank and dispute the charge HOW DO THEY SEE MY CHARGE ON FIRST CALL THEN ITS LOST ON THE REST OF THE CALLS
DON'T DO Business WITH THEM THERE A SCAM THEY'LL CHARGE YOUR CREDIT CARD AND KEEP IT AND TELL YOU THERE'S NO INFORMATION CALL YOUR BANK !!
IF IS HOW YOU LIKE TO SPEND YOUR MONEY COMCAST AND XFINITY IS YOUR COMPANY
Talked to agent on 9/14/2023 and she told me that a $90 charge would be canceled and I had a $0 balance. Xfinity turns around and bills me again for the $90. Called again and talked to Rudolph on 10/16/2023 and he tell me that they have no record of the call and I will have to pay the $90. Don't use Xfinity! and it take about hour just to get agent on the phone.
The new xfinity x1 is garbage. You can't look at the guide for everything at ALL times while still watching tv. The guide color, black, is horrible. Flipping back and forth from previous channel is totally convoluted. And don't even get me started on the piece of crap xr15 remote. I've had the new remote for 2 days and it's already broken. All garbage! Trying to find on demand is ridiculous. Nothing works or is easy anymore! Horrible, horrible product!
Worst customer service and even worse business practices. They will say you didnt call in to cut off your service, and tell you its not on their computer account notes. Then they will say you owe like me 137.00 usd for 2 months which i didn't pay but 44.00 a month to start with. And i agreed to split and pay 1 month at 44.00 and they recognize i wasn't even there to do or use the 2nd month they want to charge. But instead basically called me a lier because they can't see it in their notes and i owe 137.00. They say you could cut the internet off thru the app either the only way was to call in, in which wasn't gonna get noted anyway that way can charge 2 months and have your credit spotting with a disconnection on you on service you thought was already off. So terrible business practices and sub par people working in customer service. So i say customer beware. Call in 2 weeks everyday to get things noted on your account the important stuff never makes it on! Will never use them again this is the second time they have done this to my family so is a common thing.
This is intentionally a message to voice for the elderly, however all ages apply. Xfinity removes current established channel that the majority of the elderly watch (INSP) then you do not reduce the cost of their service. I would say that's prospering at the elderly's expense (or anyone's expense if you love the western/cowboy channels). In order to watch some of there treasured, some and much of their daily entertainment, they have to purchase an additional package. That doesn't sit well.
Unbelievably bad customer support. How do you add a service and have it take more than 2 hours and multiple phone calls (the first one--that took my upgrade order--hung up on me) before the new service starts working? In call #3 I've been placed on hold for 13 minutes and counting while they "look into the issue." I guarantee she's doing absolutely nothing right now.
BUYER BEWARE! This is my last time dealing with xfinity/Comcast. I was a gold customer but the inconsistencies and inability to get proper service had become unbearable. I've had multiple issues with internet connectivity as my service was always up and down. Initially the install included the technician suggesting I do all wireless devices which pulled too much from wifi. The next technician suggested I do hardwired cable boxes to diminish wifi pull, which I did. Another technician told me that they are running too many people in my community to certain access points impacting my and other's ability to get our full service. I was paying $260+ for all services including 1200mbps for internet. They did multiple diagnostic checks and my devices were ranging from 200-300mbps each time-4 times less than what I was paying for. I even asked my neighbors and they said they were experiencing the same connectivity issues. I scheduled a technician to come out with xfinity's advanced technical team and the night before my appointment it was canceled by customer service with no communication with me. I tried to reschedule to no avail-the system kept doing diagnostic checks and said those had to be done prior to scheduling an agent. After going through that process 3-4 times, that was it for me! I couldn't deal with it anymore. I requested a credit on my bill and immediate cancellation. I've decided to switch to AT&T fiber and it has been leaps and bounds better and it's $90 cheaper.
I was a customer for 20 years 9 years in mass and 11 in fort myers fl we move to Venice fl 34275 and there is no cable service. I'm really disappointed my husband is 82 and was use to it because his mind is slowing down but that he knew. I hope soon you get cable in our area. We have internet included in rent so we just need cable. I'm paying a lot less but for my husband it's such a challenge. Please come to our area.
Ms. Tasha from Vallejo prevented me from canceling my 30 year service agreement. A real CS pro! Very knowledgeable and intellectual. Let her train people to be like her. A real down to Earth person. I could of talked to her for hours. I give her 10 stars for service. She made a bad experience feel good. Thanks Tasha!
I just spent 48 minutes on the phone with one of your customer service reps. His name was Kelly. If anybody ever calls and gets Kelly, they are going to be very happy and very fortunate. I called because I was ready to cancel my cable but after him going through my bill and my package and explaining everything to me so well that he was able to cut my bill almost in half And I am much happier with the bill that I am going to be getting now. Kelly if you ever read this hats off to you because you do a great job. Thank you so much for your patience and your help.
On March 7,2023 technician "Cole" arrived within our requested appointment time to fix the Xfinity cable service in the zip code area 47346. We have been having problems periodically for a month. "Cole" was polite and professional throughout all our interactions.
He efficiently and effectively diagnosed the issue, and went above and beyond to fix all the problems we have had with the system. After completing his work, Cole called for follow up with a colleague who operated a bucket truck for additional diagnosis and repair.
Truly, we cannot sing praises enough for Cole and his outstanding work.
Hi
In August I was told I didn't have to pay my bill since I was discontinuing service in 2 weeks. My bank agreed and gave back the money they took for an suomstic payment. Now this has gone to collections and I'm not happy about that. They keep calling harassing my daughter as well.
Please take care of this.
I don't have the money to pay it even if I wanted to. It's been 5 months now.
Next day Mon 11/14, I call to cancel the whole order because I still did not know the details of my order and didn't like anything about how the initial reps represented the company and gave poor service, misleading and uninformative information. I spoke with rep name Sayda. I told her what I initially wanted and I want to cancel the service order and I explained why. She listens and then proceeded to explain my order to me like she did not understand one word of what I said about canceling the order. I told her she was doing the same thing as the other reps. So I explained again and she began to just listen well and interjected with more interest and commented with concern. She began listening to gather more clear details to understand and the kindness in her voice told me she was listening and happier to assist. She took swift action asked key questions and answered all my questions and explained all details of the order. She made recommendations and offered an option that was beneficial to my need and affordable. I provided information she need to get started. She ran my credit stated to me based on my credit I did qualify for the free phone. Which I already knew my credit is in good standard. Im just not too sure what kind of thing those other two reps have going on. But Sayda made it a positive customer experience for me and the process transitioned accurately in a professional composed business manner. She was very informative and knowledgeable and took her time to provide all details available and what procedures I need to follow after the call. She show cased every bit of what excellent customer service should be like. The call did not start on 10 but Sayda excelled it to a 10. I was very pleased and satisfied in closing of the call. Thanks for quality customer service rep like Sayda that will go over and beyond. In the end results she valued me as a customer and showed integrity.
Hi, I just recently changed from At&t to Xfinity. I went on-line and ordered the service. Someone came out with a couple of days. /he was late, but they were short-handed as everyone else. He was super efficient and apologized. He had to run a new line since no other service than at&t was at my house. He ran the new wiring, went under the house, ran a new box on the side of the house and had me up and running in about 1 1/2 hrs. Very impressed!! They ran a line across the yard and were out in a week to bury it. Very professional service. My speed went for 18 or less Mbps and 1 Mbps or less to 78 Mbps and 11.1 Mbps and I PAY LESS! Very happy and thank you for the tech and service!!
I had to make another payment today and it makes me think about the service. I have had high speed internet since first available and i can tell you the service is so poor i hate paying for it. I know all the cables to the house may be old, but that aint my problem. I pay for a service that 1 was only suppose to cost $50, but is also slow and unreliable. I tell everyone that i have had dial-up that was faster.
I am very disappointed with the service and really hate that i have to pay for this.
I usually do not rate Xfinity/Comcast at all - however, today I had a very good tech -
I had to go into the store - and I must say - I received excellent service -I do not
know the Store Number - it was the Store at 1429 Walnut Street - Tech's name was "Dirk"
And must say almost always when I go into the store - I am treated very nicely - by
another store tech - I do not know her name - anyway - Just wanted to post the comment
Xfinity automated and text messaging system is the worst and is unacceptable. The
automated prompts did not even come closed to the question I had. It was so difficult to get connected with a person. Once connect to a human that I could talk to (NOT TEXT) the service was a 10. Brady the representative I spoke with was wonderful and extremely helpful! My overall experience was a 10 only after I spoke with Brandy the representative otherwise it was a totally a negative experience.
So i had an interview on Saturday june 13th and it was the absolute worst interview ever 1 hes talked down to me the whole time 2 he kept asking me questions about why i moved and why my fiancée did get me a job where she works excuse me first off its non of you business where she works and why im not working there yes i have tattoos and earrings but it doesn't mean im trash and doesnt give you the right to talk down to me it was veary upsetting that all he could focus on is my tattoos and my kids how i wont see them if i work for xfinity all i can say is xfinity really needs to step it up and be aware of people working for them i hate to say it but it was BS and i would never use there services if people like that work for the company
I work for XSS tech support for Internet services, and I can tell you that 90% of the customers I speak with are happy by the end of the call. You can't please everyone, and not everyone wants to be pleased.
The company only hires in USA and Canada, and most employees are from USA. You have to pay extra for the support so that the company can afford to pay Americans as opposed to outsourcing to India. I bet you complain about outsourcing of jobs and having to talk to thick accented Indians!
Seriously, a lot of your complaints could be resolved by just taking a breather before you call in. Cooperate with troubleshooting steps, stop giving your drama stories, and get down to getting the issue fixed. The only people that complain about how long it's taken to fix the issue are the people who complain about how long it takes to fix the issue! That's because you spend time complaining that could be used to actually fix the problem. Believe it or not, we DO want to fix your problem! The faster we get you off the phone satisfied, the better our metrics are, the more likely it is we are recognized for skilled work and will receive a raise!
You should know that Xfinity Customer Service as it is called here is not the same as " Xfinity Signature Support" Comcast Customer Service (Comcast Account Representatives) are horrible. The only thing worse than they are the cable jockey installers that don't ever hook up anything. Don't mention the word wireless or Comcast will hang up on your or transfer you to Xfinity Signature Support without telling you there is a fee. Xfinity Signature Support is a wonderful paid service for Comcast.
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