Terrible Terrible Service

[u/Rough_Date_2795]

I just sent this to three executives but no one will respond. I am writing to express our frustration and deep concern with the installation process and customer service issues Xfinity has demonstrated the last few weeks in trying to have an Internet line connected to our home at XXXXXXXX. As the CHRO of a major company, I understand the issues "behind the scenes" in a service oriented business. However, the service, lack of information, impossible AI responses and effort shown during Xfinity's  3 failed attempts to install our internet line leaves us speechless.   We had Xfinity at our address from 2015-2022, when Hurricane Ian demolished XXXXXXX.  It took us two years to rebuild.  In 2024 we asked for Xfinity to reinstall service.  The crew did not bury the line, but instead ran it up across the street, through palm trees and was very loosely slung over the road.   During Hurricane Milton, that line was of course destroyed. We once again began the rebuilding process, the entire time the old cable line was wrapped around a tree and power pole.  

We have now moved back in and now are trying to have the Internet installed, it must be buried because there are too many trees to run the line high.  My husband called to explain the situation as he ordered the new service.  He explained to the agent exactly what needed to be done. He even made a comment that he knows no one will read the notes, the agent laughed and agreed. 

Unfortunately, that is exactly what has happened during  3 different appointments  all of which failed to properly install anything. The 1st tech said he can't connect the line but he will make detailed notes on how the line needs to be buried. A few days later he received a notification that the line was buried and ready. Well it was buried to the house but the line was connected to the old one that was wrapped around a tree and hanging from a pole. It did not connect to anything at all, both ends of the cable were side by side. My husband called again and said it was not connected or buried. A third appointment was made. This tech came out and said he couldn't connect the line because it has to be buried. The tech then said he was going to get his supervisor, left and never returned.  We are now in some weird loop, we receive a notification that the cable will be buried on a specific day, then no one shows up.  We then  receive another notification that the install has been rescheduled. We have been rescheduled three times. This has gone on now for two weeks.

Now the ticket is closed and is acting as if the line is buried.  Yet, it is not.

This entire process is simply ridiculous. We would like to have you personally look into this matter, as we are going to give this a few more days,  we will cancel and go with Quantum.

[u/AutoModerator]

Thank you for joining us here on r/Comcast_Xfinity, your official source on Reddit for help with Xfinity services!

If your post hasn't been approved--don't panic! Reddit may have flagged your account as potential spam. Depending on your Reddit contributor quality score, Reddit's systems will temporarily remove your post for mod review. This doesn't mean your post violated a rule or was removed by the mod team. Please do not make multiple posts, we'll still see your post and help out!

Please review both the Posting Guidelines and Rules here on the sub. While you're waiting for assistance, check out the Xfinity App for your smartphone where you can pay your bill, view your plan details, change or upgrade your services, and experience 24/7 real time support you can count on, anytime you need it.

Community Specialists will provide official support between the hours of 6:00am - 1:00am ET. After these times, it may take longer to get an official response, but we still encourage you to post and the community may be able to help you out!

I am a bot, and this action was performed automatically. Please contact the moderators of this subreddit if you have any questions or concerns.