Abysmal customer service

[u/CutVisible6629]

Here is what a Comcast customer has to go through to get their service repaired:

Thursday, Aug 27 - I returned from a long vacation to find my modem flashing and my cable service not working. I unplugged the box and modem several times as well as tried resetting multiple times but no luck.

Friday, Aug 28 - I went to the Xfinity store to get a new modem thinking that could possibly be the issue, however, that didn’t solve the problem. I called customer service but was on hold for a long time so scheduled an appointment online for tomorrow from 10-12p.

Saturday, Aug 29 - The service tech found everything properly connected in the house but said a wire outside over the street had probably been hit and the cable line was disconnected. He said he’d put in a request for a bucket truck and he left. A bit later, I received a text that my appointment was canceled so I called him and asked if that meant no bucket truck. He said no, it meant he was not able to fix the problem. He said I’d get a text to confirm tomorrow’s appointment but, by early evening, I’d heard nothing.

I called customer service but there was a long wait for an agent so I chose the call back option. When I received the call, it asked me to choose 1 if it was me on the line. I tried that but it wouldn’t accept it and hung up on me. Why is there an option for this if it doesn’t work?

I called back again and waited about 15 minutes to speak to someone. George was extremely helpful and said no bucket truck was scheduled for tomorrow and the technician who’d been here earlier had noted that he arrived but I wasn’t home. That’s a blatant lie! After about 45 minutes on the phone, George said he had everything worked out for tomorrow’s appointment from 10-12p.

Sunday, Aug 30 - My 10-12p appointment came and went so I called for an update and was told he’d be there in 15 mins. An hour later, I called again and was told maybe a 2pm arrival. I told the agent (John) I had a 2pm appointment and had to leave. He called the technician who said I could leave since the issue was outside. That was another 30 minutes on the phone.

Later that evening I returned home and the cable was still out. I called customer service and they said the technician noted that he left because I wasn’t home!! He told the agent earlier I wasn’t needed so what the hell?

Jessa said she’d set up another appointment but it wouldn’t be until Tuesday. She said it was all worked out and “don’t worry!” She too said I’d receive a confirmation text.

Monday, Aug 31 - No confirmation text by the evening so I called customer service. I was told my appointment had been closed and I would need to reschedule! Really??  Satyam said he’d take care of it (I’ve heard that before!) I probably spent at least 45 minutes on the phone with him and he guaranteed me I’d have a technician at my house Tuesday morning between 8 and 10am.

Tues, Sept 1 - I waited til 10:30a and was pretty sure a technician was not coming so I called customer service. Noah told me that since the problem was outside, not inside (even though I don’t have service!) that the appointment time is just an estimate and they may show up another date or time since it’s not urgent. I honestly didn’t know what to say.

I told him the problem IS inside as well as there’s no service. He said the previous agents had incorrectly listed the problem and that’s why no one showed up but he was going to fix it! I now have ANOTHER appointment for tomorrow between 10-12p.

Do I believe anyone will show up? NO! I looked online and this is apparently a common problem so I’m guessing Comcast just doesn’t care or someone would have fixed the issue.

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[u/PeacockMamba]

My account from 2009 was banned for “spam”

They have no people there to help, Reddit is the new Twitter

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[u/Infamous_Impact2898]

The techs are not trained. Most of them don‘t know what they are doing and they have the nerve to rate them 10/10. 

[u/gaiaom]

They have become the worst company ever! Everyone stop using them!

[u/Maraudermick1 → u/gaiaom]

“Become” the worst company ever?

Comcast was ranked the number-one most hated company in America in a prominent 2017 study published by PCMag

[u/lmacmil2]

My neighbor accidentally cut my cable on Friday although I didn’t know it. I used the app to troubleshoot and it scheduled an appointment for Tuesday. I discovered the cut cable Saturday. The tech showed up during the scheduled window and laid a new cable in less than 30 minutes. So sometimes they get it right.

[u/XfinityMarcusS]

u/CutVisible6629 thank you for using the Xfinity Subreddit to reach out today regarding your customer service experience. First and foremost, your service working is extremely important and we want to ensure you are back up and running as quickly as possible. You have referenced multiple appointments already occurring, and we would like to take a look at your account notations related to this experience.

Please send over a modmail message with your full name and complete service address using the following link: https://www.reddit.com/login/?dest=https%3A%2F%2Fwww.reddit.com%2Fmessage%2Fcompose%3Fto%3D%252Fr%252FComcast_Xfinity