Xfinity Merry Go Round

RainCityWoman · ‎06-16-2015

Anybody ever try to deal with Xfinity over the phone when you have a technical issue? Once again last night and this morning I had to deal with them to no avail. Not only was I disconnected three different times which required me to go through the whole automated voice thing each of those times, but the problem is not solved. Suppossedly they are sending someone to my house tomorrow, which is what i asked for in the first phone call, but when their dispatch called to confirm, I answered and there was blank space on the other end. I now have a phone that doesn't always work correctly and a replacement cable box that cannot be activated. Am I the only one who has made five different phone calls for one issue and three for another issue with no real results? Sorry, just venting.

sunshine45 · ‎03-09-2010

i have had xfinity/comcast since the 1990s and i have had few and far between problems, but when i have had to call i can NEVER just request someone come to my home. they (the customer service in india) always try to help me fix the problem over the phone FIRST. if they cant do it sometimes they transfer me to another person. finally, if they cant get it done (and by this time i have been on the phone for 45 minutes to an hour) i THEN get an appointment. the last time they missed the appointment and they guarantee it now, so i got a 20 dollar credit on my bill......they gave me the next available appointment and that person did come to fix the problem.

sometimes instead of calling i just go to comcast and change out the box, remote, and wires......and that takes care of the problem easily.

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"The world is a dangerous place, not because of those who do evil, but because of those who look on and do nothing." - Albert Einstein

RainCityWoman · ‎06-16-2015

@sunshine45 wrote:
i have had xfinity/comcast since the 1990s and i have had few and far between problems, but when i have had to call i can NEVER just request someone come to my home. they (the customer service in india) always try to help me fix the problem over the phone FIRST. if they cant do it sometimes they transfer me to another person. finally, if they cant get it done (and by this time i have been on the phone for 45 minutes to an hour) i THEN get an appointment. the last time they missed the appointment and they guarantee it now, so i got a 20 dollar credit on my bill......they gave me the next available appointment and that person did come to fix the problem.

sometimes instead of calling i just go to comcast and change out the box, remote, and wires......and that takes care of the problem easily.

I can understand why they would want to trouble shoot first, but after several phone calls on the same issue, I don't see why they can't just make the appointment. As to changing out the box. That is what caused the problem in the first place. My old box relayed a written message on screen that I needed to update software, but when I attempted to update, the whole thing froze up. I then made three separate calls, one of which I was disconnected and had to start all over. They couldn't fix it, so they mailed me a new box. I got it all set up, and I called to activate it. It wouldln't activate which has led to several more calls and at least two more disconnects. That led to an appointment and a phone call from them to verify only to have my phone ring and then go blank three times. That led then to a phone call about my phone....and another disconnect from them. I've been without my On Demand box for 5 days now, so they had better credit me on my account. This is basically a monopoly, and my only alternatives right now are two other unreliable companies. You know it's getting to me when I find myself yelling at the non human Faux Siri in the automated part of the call. LOL.

PinkyPetunia · ‎03-09-2010

@RainCityWoman I have Comcast/xfinity and your ordeal sounds like standard operating procedure.

Don't assume your appointment still stands as they are notorious for cancelling appointments. You can confirm appointments by checking your online account or by phone. The automated response should mention your appointment right away, otherwise I'm afraid you may not have one.

You might try calling them again on Monday to activate your equipment and ask to speak to an experienced technician. The newer/lesss knowledgeable staff seem to work the off/hours. Good luck, I hope you get your issue resolved.

jlkz · ‎12-02-2013

and the bad service continues across the country:

Last January we got 3 Xfinity cable boxes for the Naples, FL condo. DH picked the boxes up at 6:30PM and started to install the first one. Big trouble: he was on the phone just as an earlier poster described. When I heard him raising his voice, I knew he had demanded to be transferred to someone who spoke English and knew what they were talking about. Forty or so minutes later, they are now questioning his prior service in NJ which we had discontinued after the last renter had left. Transferred again, but this time to someone in Delaware who could not figure out why he got the call since he was in marketing and only handled DE accounts.

He had pity on DH and gave him the direct# of the guy in Sanibel, FL who could send the signal to get the box activated. Let's see: went from Naples, to an India call center, back to the States, to NJ, to DE, to Sanibel,FL to get a signal to Naples, FL.

This took at least 2.5 hours.....dinner was very late that night!!!

Had to laugh when they asked DH if he wanted to go on and activate the other two boxes. No, that would be tomorrow's thrilling project. They went smoothly.

We make a living by what we get. We make a life by what we give.
Sir Winston Churchill

RainCityWoman · ‎06-16-2015

@PinkyPetunia wrote:
@RainCityWoman I have Comcast/xfinity and your ordeal sounds like standard operating procedure.

Don't assume your appointment still stands as they are notorious for cancelling appointments. You can confirm appointments by checking your online account or by phone. The automated response should mention your appointment right away, otherwise I'm afraid you may not have one.

You might try calling them again on Monday to activate your equipment and ask to speak to an experienced technician. The newer/lesss knowledgeable staff seem to work the off/hours. Good luck, I hope you get your issue resolved.

Thanks for the advice. I just went online to my account, and it lists my appointment, so I figure they will show up. Unless they don't. Glad to know I'm not the only one who has experienced these shabby business practices. I'd be happy if I could just talk to someone that I can understand. Some have very thick accents that I can't comprehend.

RainCityWoman · ‎06-16-2015

Thanks Jlkz. At least you made me laugh at this silliness.

KailaS · ‎03-09-2010

I feel your pain. The company, despite its lack of reasonable customer service, continues to grow and to prosper. Good luck with your appointment.

millieshops · ‎03-09-2010

Over and over and over. To the extent that I now keep a log so I know how much time I've spent with them.

Last spring they had me convinced my laptop was the issue and that I needed a new one. Yes, mine is fairly close to the average age leptops seem to live, but, being a snowbird, I decided to wait to buy until I could deal with the techie I've used for years up north, but, surprise, surprise- as soon as I attached my laptop to my Cablevision set-up, all the problems disappeared!

And when I retruned to Florida and Comcast? Oh, yes, it's my computer's fault that instead of accessing my home wifi, it always first accesses a public (unprotected) wifi. An houyr with the tech couldn't solve the problem, but from various things we tried, I've found a solution. It requires my vigilance and 2 extra clicks each time I sign on, but at least I can once again pay my bills with less fear - not really any kudos to Comast though.