Posted on 01/18/2025 11:05:47 AM PST by fireman15
Linda Naples, FL Verified purchase Customer Service Reviewed Jan. 13, 2025
I have been a comcast/Xfinity customer for 35 years. The customer service was not good before, but now it is outrageous. I have spent hours the last two days trying to get answers. 3 Hours yesterday. I was told it was fixed. Today I get a warning my service is going to be canceled for the same reason. Late payment. Today another 2 hours with me yelling at AI. Then another 30 minutes on the chat. Nothing. AI says the same thing over and over again with no selection for want I need. Then they say, if I don't give them an answer to the question, and because it is irrelevant, nothing I say is understood. Since they have moved to full AI, recently the customer service is pathetic. I work full time in emails and the internet. Now I am petrified to experience anything that means I have to call them and talk to the AI robot. That is infuriating. Talk about anxiety. They save money with AI and their customers pay dearly with time and stress.
There are so many more entertaining reviews... please follow the link:
https://www.consumeraffairs.com/internet/xfinity-internet.html?page=1#sort=recent
(Excerpt) Read more at consumeraffairs.com ...
I am happy to report back that I did manage to get what I consider to be a good deal. 2 years for $50 a month including tax which provides 500 Mbps download and around 100 Mbps upload with 1.2 TB per month. It is cable so the speeds do vary depending on how many other people nearby are using the internet or streaming TV. Tested just now: I was getting 600 Mbps and 80 Mbps upload.
Two days ago, after spending hours in chat and on the phone with them I was about ready to give up. But my dad went over to the Xfinity store and found helpful, and he said cute young ladies to help him. He said he had to wait about 10 minutes before it was his turn. So, there still is the possibility of human contact with them.
They of course were pushing their cell phones pretty hard, but I told him that I would rather pay a little more than try to work out a cellular issue with comcast.
So, for your enjoyment I have linked to a little over 3500 customer reviews with the vast majority giving them 1 out of 5 and explaining why. They are listed from the most recent. If you have a story to share about Comcast or your internet or cell provider... please do so.
I can’t recommend cutting the cord and going the streaming route strongly enough.
No hardware to lease and you want to discontinue service, it’s just a couple of clicks and your out.
I wouldn’t go back to cable if it was free.
We switched to Verizon years ago, and have been much happier.
I got fed up with them just over a year ago switching to Verizon wireless, which worked faster than Xfinity. Of note while I was cancelling Xfinity started offering all kinds of discounts and enhancements to keep me. I asked why they didn’t do it before I went elsewhere.
So might be worth your effort to call them threatening to leave and see what you can get to stay.
When I went to Spectrum to cancel, they gave me to a guy who tried really hard to keep up. With the service issues we had been having, losing Internet one day for 17 hours and another for 12, and several other times for 3-5 hours (all in the past nine months), he couldn't win. He threw in 1 Gb Internet, reduced the cost to match the competitor, then offered free cable for a year. I told him we work from home and his service really hurts us with that. I added they sent texts saying the service would only be down for an hour or two—but resent every hour or two. The whole area was down, so our phone hotspots had no throughput, because everyone was using their hotspots at the same time.
Most bizarre, he pushed back on me, saying I never bothered to put in a request for onsite service, any of these times. I said I called in every time and was told the area was out, so it made no sense to have anyone show up to my house when my half or all of the city was out—the technician wouldn't have been able to fix anything. This stupid man kept telling me that I couldn't know that he couldn't help me, if I never bothered to have him come. After he said this maybe four times, I told him that I know he has to save accounts, but that by saying a tech can fix something that originates outside of the city by coming to someone's house is something he should never again use on a customer, because it flat out makes you lose all credibility. He said he believed what he said.
We would have gone to a local coffee shop with WiFi, if they had been honest about the problems.
Spectrum was pretty reliable until the past year, though.
Thankfully, we don't have any other needs but Internet.
Oh, and the fiber is wonderful. Another provider is now trenching fiber to compete with the first one.
Competition is good.
Yeah, but at least Xfinity has WOKE television commercials.
We signed up with Xfinity August 2023 when we moved, and Xfinity was our only option at the time.
The grueling ordeal of getting service was a nightmare. They balked at running the cable from the street to our house. It would cost $7,000, and it would be OUR cost, even though our next door neighbors had Xfinity.
Dealing with Customer Service maybe 25 times probably took a year off my life. Nobody spoke English. Luckily, I had documented every contact name, date, time.
I completed the online form for for the TN Lt Governor’s Office. The next day I got a call from Comcast Corporate. She said, in perfect English, that they would be thrilled to install service, at no cost to us, next week.
We have been happy with the Internet service, but customer service sucks. They despise their customers. They must, or they’d do it better.
is that for cell-phone ? Xfinity uses the verizon backbone for it’s mobile service.
For cable TV, Xfinity has an exclusive contract with my home town. So the only choice is dish or direct tv...nope.
For internet ? nothing comes close to Xfinity speed and data limits.
We’re kinda stuck...
the only good thing is, there is an Xfinity store about 3 miles away and when my contract is up, i take all my hardware in a box, go to the store and tell them to stop the service.
I usually walk out with newer equipment and a better longer term deal.
I really wish they would offer people’s choice bundling. Who the heck needs 100 spanish channels and 100 music channels.
The thing that bunches my shorts is, there is too much money being charged for pass-thru foo-foo stuff and that includes taxes.(98 bucks a month worth).
I’m getting close to cutting the cord...it’s my better angel i have to convince
The Comcast users agreement allows them to record and use all phone calls for their purposes. There’s no right to privacy using Comcast phone service.
They also grant themselves the right to enter your property too to access their equipment at any time.
Xfinity a.k.a Comcast several years ago was poised to abandon the entire state of Minnesota when they merged with Time Warner. In our area the infrastructure was not updated or replaced in anticipation of the merger. When the FTC did not approve the merger Xfinity had to play catch up on infrastructure. I finally gave up on Xfinity when my service went out 3 times in 48 hours and the technician was only able to get it going with a Rube Goldberg system of filters and amplifiers due to the poor state of the buried cables. My only alternative was Century Link which provides only marginal speed in our area. Ironically I have direct fiber optic cable to my door at our cabin in northern Minnesota located on a dirt road by a lake 20 miles from the nearest town which is better than any ISP at home.
I had the same issue with Spectrum this summer where they were the only high-speed player in the area. Multiple phone calls, they kept saying it was my equipment even though the internet would go down like clockwork around 1 pm each day M-F. So as soon as AT&T put fiber in, I jumped on it for their 2GB service, and have had zero issues so far.
I could not agree more. Before we had any type of cable TV available, we used DirecTV satellite dishes. We live in the middle of a bunch of tall trees so we had to use a “duo dish” to get reception, climb to the top of some tall firs and trim the branches, and put the dish in a specific spot on our roof. When the wind blew hard as it often does around here we had spotty television service.
We did have Cable TV for a brief time after the cable was installed in front of our house, they would not allow people to get the internet unless they subscribed to TV first... In 2007 Netflix, Hulu, and YouTube started streaming with others slowly following suit. We were early adopters of nearly every major streaming service. We the first-generation Apple TV, Roku TV, Google Chromecast and then FireTV. We have stuck mostly with FireTVs since that time because for us they have offered the best value. We have several generations of FireTVs and FireSticks hiding in places around the house. It sounds wasteful but we saved so much money over cable that they all paid for themselves.
So, you are preaching to the choir when it comes to streaming.
Starlink
We had to dig our own hole and put conduit in it up to their box. Then the crew didn't bother putting the cable in the conduit even though we have very rocky ground. This was AT&T which was eventually bought out by Earthlink and then Comcast. In the beginning Comcast support was not too bad. It has evolved into the horror show that it has now become.
Starlink is more expensive and has lower speeds especially when you are surrounded by tall trees as we are.
I left Xfinity, they were too unreliable. I use my internet for work-from-home.
I went to TMobile 5G and have been quite impressed with them.
After two situations, I’m a big fan of working through a State Consumer Affairs office to get action. Just be sure your cause is just, and that your documentation is excellent.
Corporations don’t want to hear from these agencies.
The only reason they got high JDPower ratings is, nobody ever stayed on the damn phone long enough to complain.
It’s not just Xfinity, FedEx has gone that route too. My sister sent me a Christmas gift from Harry & David that never arrived. The gift was sent FedEx but with a PO box number, a no-no but they told her a PO box was fine for a shipping address. After not receiving it, I went to the local PO with tracking info. At that time they told me it was a FedEx number and to call them.
The FedEx number takes you to a recording with all sorts of options but not any humans. Entry of the tracking number said it was out for delivery, then “good-bye.” Trying without the tracking number gets you nowhere either, account info, locations of ship centers, etc. Ah-ha I said, I’ll go to my local ship center. The clerk there was super helpful, but told me it was a FedEx ground tracking number but he doesn’t have access to ground info other than the delivery address was to a fictional street address in another community with the PO box number as the location on that street.
So back to the FedEX 800 number. I finally found an extension where I could talk to a human, technical support for their label printers. He provided me with a bit more info, but said there wasn’t another 800 number for only FedEx ground. He suggested I locate a ground delivery location in my area. I did and actually found it had a local phone number!
A quick call to that location brought up a real person at that location who said they were trying to figure out what to do with that package. He said that he could ship it to my local FedEx ship center which he did and it finally arrived there safely. Whew!
Bottom line — more companies are using AI to respond to questions and if you have a question that is not in their data base, but could be handled by a knowledgeable human, you are out of luck and literally spend hours trying to get an answer. Good luck with their view of customer service.
The problem is streaming services are now just about as expensive as dirctv, xfinity or Comcast.
I have youetube tv and it’s now $83 a month. I canceled, created a new account and took advantage of a 3 month discount offer.......if it goes up again I’m just gonna watch reruns on my over the air antenna.....I watch too much boobtube anyway.
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