What is the best way to complain about Xfinity support?

[LAS14]

Last edited Wed Aug 9, 2023, 10:50 PM - Edit history (1)

I spouted off here in DU five or six months ago after being caught in an infinite loop on the phone where they insisted that I would get faster service if I first chatted via text. The thing was, I didn't have access to text messaging, and there was no way to actually bypass this and get to a person. Same thing as months ago. I can't believe that you can't get phone support if you don't have access to text messaging.

I tried "agent" many times. I finally did get a live agent after it sounded like Xfinity was hanging up, by yelling (literally) "Agent!" ten or twelve times. Maybe it was the volume that was effective?????

I tried the web site and it, too, is hopelessly, hopelessly circular.

What about Consumer Protection Agencies? Are they just state based? Do they have authority over entities like Xfinity?

Anyway. I want to make a serious complaint to someone. What do people do in this sort of situation??

tia
las

[underpants]

1. There is none. Comcast created its own medal in suck.

[mahatmakanejeeves]

2. Go to the bricks and mortar store. I speak from experience. NT

[Kennah]

3. That's what I do. Online customer support will outright lie.

[hlthe2b]

4. Me too. They will let you make an appointment even and there is usually a more senior person there.

Yeah, I know. The "Karen" let me talk to the manager phenom. But, really Comcast sucks. And their phone system must have been designed by an absolute sadist.

[lame54]

5. Walk out to your back porch and scream and long line of obscenities...

Your cable will still suck but you'll feel better

[deRien]

7. Agree with this

solution... I'm hoping I don't have to talk to them for a very long time.... I've lost several hours of my life recently communicating with them... different issues but still the repeating of what's your name, what's your address, thank you for calling blah, blah, blah, blah...

[Jirel]

6. Cancel.

It’s a win-win. They will either immediately get you to a human and fix the problem to retain you, or you win by dumping them.

[moonshinegnomie]

8. the problem is they are a monopoly in most places

[moonshinegnomie]

9. try this

i call it twitter shaming. call them out on twitter using @Xfinity and @XfinitySupport


ive found that works in a lot of cases when the phone doesnt. companies hate being called out on twitter since its public and unlike facebook they cant untag themselves

[LAS14]

11. I'd try it, but Musk says my account's been cancelled. nt

[RobinA]

10. Xfinity Customer Here

Get a large rock. Write your complaint on it. Take an airplane or boat directly east from the nearest Atlantic Ocean beach. When you've gone 100 miles, drop rock out the window of a plane or over the side if using a boat. You have just saved yourself the time and aggravation of actually dealing with these people and you have gotten the same results.

[sinkingfeeling]

12. If you have their phone or cell service, dial 611 or just keep hitting the "0" until

the system takes you to a person somewhere in the world.

[Arthur_Frain]

13. Cancel your service, be specific as to why in reasons, then go somewhere else for the service.

Only you know as far as poor service is concerned that’s the only real parity I’ve ever seen achieved. They all suck pretty equally. So anywhere you end up, you’re likely to have the same complaint.

[yellowcanine]

14. Switch to another Internet provider.

[hunter]

15. I quit Comcast a long time ago. Fortunately I had alternatives.

At one point I may have threatened to remove the underground cable serving my property.

The funny thing is the service representative I finally got hold of, fearing for his numbers, marked "moved away" as the reason for my cancellation.

Sure enough, a few weeks later a Comcast representative was knocking at my door with a great offer for new customers.

Comcast also left a thirty-something cent overpayment on my account hoping to get a forwarding address and giving them an excuse to further annoy me by phone.

One alternative you might look into is 5G wireless.

In some rural areas you can find local wireless providers. There are some good ones where I live and they are happy to work in town too if your rooftop has a direct line-of-sit to their towers.

My adult children do most of their work on the internet. For many years now the availability of fast fiber internet has been a primary consideration in determining where they live. They are city kids.

[ret5hd]

17. About 5G wireless:

We moved to a rural town about a year ago, only one cable/internet provider in the area. We started the process of signing up, but in the wait we discovered that our LTE (is that 4G?) service on our phones did absolutely fine. Zoom, Netflix/Hulu/YouTube, browsing, etc…no extra monthly bill, fantastic.

We DON’T do gaming etc, maybe our solution wouldn’t work for others, but for our use we couldn’t be happier.

So maybe not even 5G.

On edit: specifically, we use our phone as a hotspot for our computers.

[hunter]

18. My wife and I use LTE away from home and sometimes at home too.

As our work requires full time internet access we can't be limited to a single provider.

Our primary home internet service provider is local. It started out as twisted wire pair "alarm line" but now it's some kind of DSL.

We don't need Comcast.

[sboatcar]

16. Its been a long time, but I had an email address that go through all that

[e-mail] worked for me.

[LAS14]

19. Thank you! I will try it. nt

[dawg]

20. You can try complaining at this site ....

https://screamintothevoid.com/

[LAS14]

21. What about Consumer Protection Agencies?

Are they just state based? Do they have authority over entities like Xfinity?

[William769]

22. I just had a rub in with Xfinity over the past two weeks

I kept losing my internet about the same time every day for a couple of hours (my only saving grace is I'm close to a Xfinity wi-fi hot spot).

Back to my issue, I could not get past them wanting to send me a link to chat via text and I kept refusing. My equipment had recently been changed out and I was certain the problem was not in my house. I was at my wits end.

I was about to throw the equipment out the window when the light bulb went on above my head. I called the 800 number and instead of trying to get to customer service, I asked for the billing department. After saying nonpayment about three separate times, I was connected to a live agent. I proceeded to chew this poor person a new asshole. I explained everything that that happened over the past two weeks & she got me through to tech support.

Tech support did some type of test on my line & said red markers were showing up (I had no idea what that meant), they told me that it meant there was a problem with my line outside of my house & they would send a tech out to my house to investigate. Come to find out The problem was my line from the pole was being interfered with Century Links Prisms cable. My problem was rectified that afternoon.

A long story short going through billing fixed my problem, not only did I rail against their automated system, I was such a prick, My whole July bill was wiped clean.

Hope this helps you in some way.

[LAS14]

29. Good idea. nt

[canetoad]

23. I have no idea if this tactic

Is a thing in the US. It works in Australia.

Make your complaint by phone or email. If you are still frustrated by the results, clearly and specifically ask for your complaint to be escalated.

Here, there are laws that prevent them from ignoring this. The ISP must put your complaint in the hands of a specialised customer relations officer.

The next step after this is the Consumer Relations Dept of my state. As I said, this approach may not work in the US but you could try.

[LAS14]

28. By phone? Did you read my OP? And WHAT E-MAIL?????

What I want to know is if we have some entity like your Consumer Relations Dept.

[canetoad]

32. You don't have to shout

I was trying to be helpful.

[Snooper9]

24. Google Says

How do I talk to a live person at Xfinity?
To contact Comcast support live, you can dial Xfinity customer service phone number: 1-800-934-6489 / 1-888-927-0775 (Xfinity / Comcast), which will connect you directly to Comcast 24-hour customer support live person rep., where you can speak to a Comcast representative who can assist you with any Xfinity or Comcast- ...

[William769]

25. Thats not true

1-800-934-6489 will put you in automated hell.

I know!

[LAS14]

27. That's right. It used to be true, but no longer. ESPECIALLY if you can't text. nt

[FlyingPiggy]

26. I've been having problems w Xfinity too. Just absolutely HORRIBLE

I’m at the point where we will go back to stupid century link than keep this xfinity crap.

[we can do it]

30. Cancellation

[hunter]

34. If that doesn't work, quit paying them.

Easy.

[Ace Rothstein]

31. They all suck, they know it and they don't care.

I haven't interacted with Comcast in a few years but it was almost always a negative interaction. Recently I've had negative interactions with Verizon and United, multiple with each.

[Bonx]

33. Lots of people get help via this subreddit

https://www.reddit.com/r/Comcast_Xfinity/

[LAS14]

35. Thank you! I think Reddit is great. Just hadn't thought about it. nt