Every time Ive had an issue it's a nightmare to get any resolve, usually takes a minimum of 3 hour long calls to different agents. The most major horrific experience was so emotionally draining and stressful I nearly had a nervous breakdown. I've never thought about self harm until this 4 month ordeal after It became my full time job to fix the issue they created after "assuring " me "not to worry"…. Those words are now triggering everytime I have to deal with xfinity.
Having to talk to some 30+ agents and spending 40hours trying to resolve just one issue the really infuriating thing I saw over and over again is numerous agents straight up lying. Or that just don't know what they are doing. Or just hanging up when they don't want to deal with you. In the last 6 months dealing with some 40 agents over numerous issues I've only had ONE good agent who effectively resolved an issue… every other issue had to be resolved by finally contacting the FCC to file a complaint… then xfinity fixes the issue real fast.
In January I was sold into this iPhone deal… just pay the tax and we will ship your phone. I had just moved into apartments where package thefts were a big deal so I asked to have the phone shipped to moms. They said they couldn't do that but "not to worry, the phone will not be delivered without your signature ". So I watched the tracking which was all over the place not up to date and delayed several times but I made sure I was home and my house was quiet so i wouldn't miss the delivery. Later in the day I see the email that my phone was delivered, but nothing was on my porch. Talking to my neighbor she said she saw a package at the top of the stairs. So they literally didn't even knock on my door when they delivered, let along get my signature. My first call was to xfinity of course angry they told me I'd have to sign and nobody even knocked…They tell me I have to file a claim with fed ex. I call fed ex they tell me no you have to file a claim with xfinity. Call xfinity back they start a claim and say I'll have an answer in so many days I think it was 7…. Never heard back so I call in to see what's happening with my claim… I get no answer instead they open another claim and tell me I'll have an answer via email in another 7 days. Again I get no email so I call in again they again open ANOTHER case to find out what's going on with my initial case. Again I never get an answer and call in this time again they say they are going to open another case and I should have an answer in 24 hours… but you guessed it … nothing again… I call in again this time I'm pissed I say NO I DONT OPEN ANOTHER CLAIM I WANT AN ANSWER NOW you just keep opening more and more claims everytime I call in to find out the answer to my first claim. Finally get a higher up person & they tell me I have to go in and file a police report in order to file a claim…. So why are they wasting my time prior to this opening all these claims and nobody has mentioned police report? Mind u everytime I call in I'm having to be transferred to numerous different people & each person I have to explain the whole ordeal to… some people more than once cuz they don't understand or don't speak English very well & every call takes about an hour at least. There was Zero accountability & it seemed to be all on my shoulders to resolve this issue after they told me "NOT TO WORRY IT WONT BE DELIVERED WITHOUT YOUR SIGNATURE ". At this point I'm now receiving bills for a phone I never received. I went into the store thinking an actual live person may help… no… but they did tell me to go into fed ex and file a claim, which turns out I didn't need to do so there's another hour of my time wasted for no reason. After I get all this done I get an email denying my claim. I'm now calling in literally having a nervous breakdown and people are just hanging up on me or just keep transferring me to the wrong department so I'm wasting hours explaining to a department that can't help to be transferred and have to explain again. Literally every person "assures" you they are going to get this resolved to no avail. I finally had the brilliant thought that I should contact the fcc and file a case against xfinity and within a couple days THEY contacted ME & quickly canceled the charges. They told me I wouldn't be able to get another phone till my billing cycle ended in another 2 weeks….that's when all the credits would be applied to my account. By now it's April & I still have no phone. My billing cycle rolls around & I still have charges. I try to get another phone it still says I have to pay off the phone I didn't receive. So again I start calling but this time I was smarter and by the time the 3rd hour of my time was wasted with the 3rd agent giving me a bs run around I then went to FCC again. Again they credited my account but told me I was going to have to wait several more weeks for the account to clear so I could order the new phone. Weeks later that did finally clear and all charges were removed. Of course by then the "deal" that I had initially signed up for where I only have to pay $65 in taxes to get the phone delivered is no longer going on and I now have to pay $230 upfront (including taxes) to get the same phone that only cost $65 before.
&That wasn't the extent of the horrible customer service I've dealt with, this is a very brief overview of only the worst issue I dealt with. The lost phone, and the decline of my mental health due to this ordeal wasn't the worst part…. It was the people lying and giving me the run around wasting my time to resolve this issue they created. Now that I'm more knowledgeable with the fcc I know to skip all the bs and go straight to fcc & things actually get resolved before I lose my sanity. When they tell you " not to worry it won't be delivered without a signature " and they deliver it without even knocking and it's stolen I think it should be on them to correct the mishap promptly not on me to spend 40 hours explaining over and over to agent after agent who resolves absolutely nothing. I've never ever had such a horrible customer service experience. It's now end of March and I'm finally supposed to receive my phone tomorrow…. This time I'll be checking my porch every 5 minutes not trusting they are going to get my signature.
Also heads up to anyone who may have to deal with this in the future…. When they told me I had to file a claim with fed ex (3 different agents told me this) that was a lie … when I talked to about the 20th agent they finally let me know that no I don't file with fed ex because xfinity uses their own division of fed x located within xfinity (at least that's how they explained it to me) so the claim IS FILED WITH XFINITY! Of course nobody wanted to take accountability so xfinity just kept telling me to file with fed ex and vice versa.
EDITED TO ADD- got my 2nd phone delivered today that I was assured wouldn't be delivered without signature… and again it was just left at the top of the stairwell near my apartment not only did they not get a signature AGAIN…. But AGAIN they didn't even knock so I'd know my $700 phone was left outside where packages are constantly stolen….I had been checking my porch every 5 minutes and I happened to see the guy walking down the stairs he chuckled and said "I was trying to be sneaky" I didn't find that funny at all and had to take a deep breath and walk away so I didn't scream at him about the MAJOR ordeal I'd just gone through because they couldn't be bothered to even knock after "assuring" me the phone would not be delivered without a signature….and AGAIN they just forged my signature because when u call fed ex they say it was signed for and when xfinity looks they also say oh you signed for it…. Sick of companies that LIE LIE LIE & LIE SOME MORE!
Morale of the story…. When they say your new phone requires a signature for delivery and "not to worry" that is a lie…. & if anything happens to the package you will still be responsible for the phone & have to go through the huge run around they give you for months to fix everything
UPDATE June 22- after trying to get my phone since January (after having first device stolen due to fed ex not properly delivering with a signature) I finally received an actual phone at the very end of may & then had to port my number over …ANOTHER MAJOR $#*! SHOW! 3 agents and 5 days later, because the first 2 agents didn't do the port properly & 1 agent didn't submit the port request at all (next agent said there was no port request done by previous agent) so the first couple days I was waiting for no reason as she never submitted it when she told me she did. She also told me it'd take about 2 hours to complete the activation but that she'd call me in 2 hours once completed, never got that call either. I finally get a text saying the port request was completed& am able to start using my phone and immediately notice some weird issues. Not really sure initially if it's a fluke or and actual defect so I wait a several days to call in again till I've used it enough to be sure this is a defect in the phone & not with the service etc. Then I call in again to see about returning the defective device. I spend a half hour just getting the lady to understand what the issue is and that I dont want to return it because I don't want the phone … I still want the phone, just need a properly working device. She says I'm within the time frame and meet all the requirements & approves me to get my device exchanged but keeps putting me on hold to complete the process for 45 minutes, then comes back and says she's just about done completing this request but she has to transfer me to another department to finalize it, then I just have to print my return label & ship. I ask why I can't get my new device first so I'm not without a phone she says not to worry it won't be long as it's fast shipping. I tell her I'm nervous to be transferred because nothing ever goes smoothly & I'm often disconnected …she tells me all this will be noted in the account so "not to worry". Well surprise surprise the person she transferred me to to "finish up the process " doesn't know what's going on, and there's of course no notes on the account that he can find, so now he wants me to start from scratch explaining the whole ridiculously complicated ordeal again…. His answer "I have to transfer you to apple". Apple answers asks me to explain and then they just disappear from the call. After several minutes saying "hello is anyone there?" With no response I hang up and call Xfinity back immediately. I start again explaining the ordeal and that I was approved for an exchange but then was transferred and hung up on and never got the return label. She says we have to start over. Uhg. Again it takes 30 minutes just to get her to understand the situation. She's then trying to argue with me that my phone has never been activated because they had trouble with my port request … I'm telling her yes they had trouble and sent me an email saying there was a problem & they couldn't process the request, but then I got a text saying the port process was completed ….& it obviously went through because I'm calling from that phone,with that ported in number now, and it says it's on Xfinity service on my device. She continues to argue cuz my account is showing the activation as "still processing" (even now 20days later & that's a whole other issue! For some reason none of the 5 agents I spoke with about that issue could resolve it either & I believe this is why my acp credit is not being applied to my phone bills since it says it's inactive?) once she finally quits arguing with me about that (now an hour into the call) she then says the same thing as the last agent… yes I qualify as I'm within the 14 days & she is going to process the exchange. Once I get the shipping label I'll need to send my device back & once it's received they will send the replacement …. Again i mentioned to this 2nd person processing the replacement request that this sounded odd as most companies ship the replacement device first and then u send the defective device so the paying customer doesn't have to be without a phone but she says that's not how it works. I spend another 40 minutes on hold while she completes this. She comes back and tells me everything is done on her end and I will receive an email with instructions and a shipping label by the end of the day. Again I tell this agent it hasn't shown up in my email during the time we were on the phone (if they are going to go through I usually get them immediately, or not at all) and I'm worried since my time frame I have to return the phone is almost up but again she "assures" me she's noted all this in the account so if I don't get the email I can call back & there will be no issue getting it resent. Of course i never got the email with the shipping label. Even checked all other possible spam folders etc. so I wake up the following morning to deal with Xfinity again. Again it takes me 30 minutes to get the lady caught up to where she seems to understand that I don't just not want the phone at all, I just was sent a defective device and I'd like a replacement. She processes a return label but then she tells me if I return the phone I will lose my ported in number. Sometime during this conversation she realizes she's not understood my request and apologizes that she's processed this wrong as she thought I just didn't want the phone anymore & didn't understand I want a replacement device so she apologizes and tries to fix it … she then tells me not to use the return label she sent me& that now I actually don't qualify for the replacement device because on this day I am now 1 day past my 14 day window. I explain again that 2 other agents I spoke to yesterday (when I was still in the 14day window) approved me for the replacement device because I WAS within the time frame and said I'd receive a shipping label, the only reason I'm calling again is I didn't receive the label, but I was already approved & both agents assured me all this was noted in my account in case of any issues. She said there were some vague notes on my account but no real details and all she could do for me was transfer me to apple again to see if I can get a new device through them because even though I spent 3 hours on the phone and was approved 2x by 2 different agents who both "assured" me I qualified, made me wait on hold for an hour while they processed the replacement, & said this would all be noted on the account in case of issues ….Xfinity will not honor ANY of that. Oh another odd thing 2 agents told me in order to qualify I must have find my iPhone activated or I wouldn't be approved for the replacement. Then the next agent told me just the opposite. Point being they all say different things that contradict the other but in the end YOU are the one responsible for doing anything wrong. So….I then opened case number 3 with the fcc & so far No response 15days in. I'm still getting emails telling me to use the return label the last agent sent, but she told me that label was a mistake and not to return my phone so idk I'm actually supposed to use it or what….so I call Xfinity again to try to figure out wtf… well this edwardo guy tells me the previous agents were wrong and I AM SUPPOSED TO BE SENT A REPLACEMENT DEVICE FIRST BEFORE SENDING MY DEVICE BACK …. BUT again told I was past 14 days & they won't honor the other calls and requests I made before the 14day cut off. So all I can do is send the phone back, wait till it's assessed and refunded, then wait for the refund to be applied on my bill due date then reorder my phone, (gunna note that I'm worried because 2 people told me I had to have find my phone activated but the last agent made me turn it off to approve the exchange, so now I feel like if I send it back I'll probably still be denied cuz either way the find my phone thing will be wrong and they will keep my phone and I'll be phone less while still paying) AND they said my number will be deactivated and I will lose the promotion I signed up with. And I know from my previous experience waiting for them to reimburse is a slow process last time it took a month and a half …. & that was the phone THEY lost!
Now if for some reason you've managed to read this whole RIDICULOUSLY LONG ordeal and aren't mindblown a company like this is still in business, & are not mentally exhausted enough to avoid Xfinity like the plague, then just give them a try!

Please consider my complaint about what happened with Comcast/Xfinity for XXX. The service was horrible and Comcast, either incompetent and unprofessional (first part), and applying not ethical and illegal business practices.
Part 1: equipment upgrade.
You notified me on 1/19/23 that I needed to upgrade my modem. I accepted and it was supposed to be self-service. On 1/24, the modem arrived. When I tried to self-install on 1/25, it did not activate. Your agent told me that a technician had to be dispatched. Meanwhile the internet was disabled!
The technician on 1/26, told me he needed access to all the boxes in the house. This was not possible at the time, so the technician left having set the old modem back up. I called to setup another appointment on 2/1 when I would be able to provide access. You had previously sent me a cable box to also replace that I did not have the time to do. So I asked that the technician does that also. That agent tried, without my agreement to trouble shoot and as a result the old modem was disable again. No internet….
On 2/1, an hirsute technician showed up. First he did not enter the house asking me question about boxes, forcing me to keep my door open. I had to tell him to get in, as the heat was getting out. He continued for 5 minutes to ask how many boxes I had. I told him again and again 3 +1, but I wanted to return one and upgrade what had to be upgraded and I had the new box(es). After 5 minutes like that and him not yet going to see the boxes or mode, I told him, I had other things to do than repeating myself. He told me he could not work with me and left accusing me of yelling at him. Unbelievable and unacceptable. Please train your agent and this one should just be fired!
On the chat I asked for new technician same day. I was offered one on Friday 2/3 but the chat was disconnected. I did not agree, and started a new chat. I was now promise 2/2.
2/2 nobody showed up! Apparently the agent had only wait listed me. Remember each time I had to be free 2 + hours to be available! Again this is simply unacceptable.
2/3 the technician shows up. He is already more competent than the two others and checks the outside. He tells me and shows me that a filter had been put outside in 2017! And it has never fixed since, despite me having the protection plan since 2003! But as a result, he claims he need access to the splitter. It's not possible at this moment (storage in garage), so he leaves. But not before telling me that with the filter issue i) that's why the model does not activate ii) my speed and TV should have bene bad (it wasn't AFAIK).
I called (chat) to reschedule. My suggestion is to bypass / install a new splitter and the problem should be solved. After all I am a PhD in EE, I understand the issue… Agent says that is new line and will involve constructions (!) and if new lines they will transfer me to sales to setup (!). More on this later that is the object of the second part of my complaint!
On 2/6, a new technician shows up. I asked if he is planning to dig / install a new line as scheduled. He has no idea. But I explained why I suggest that he does, he agrees, investigates and all it done within an hour! Why couldn't you send me a competent guy like him instead of the 3 misbehaving or questionably incompetent guys that I got so far…
Part 2 – Bait and Switch like sales tactics
Coming back to the 2/3 call to reschedule. When I got transferred to the salesperson for scheduling that person offered me to reduce my bill with a plan that would give me up to 1200Mbps, no caps and same TV line up. I repeatedly asked you to confirm that all the TV packages are the same, and the price will remain reasonable after 1 year etc. All was documented in the chat logs. I particular I asked confirmation that all TV packages were the same as it is impossible to know and remember then all when you sent the consent. It was unambiguously stated as yes.
Yesterday (2/14), I was trying to connect my table EPIX app. It did not work. I contacted Xfinity again and was told that it would now be MGM+ and that it was not on my plan. It was before! As such I asked to have it added. It was offered to add it for an extra $5.99 fee. That is what is called bait and witch and it is illegal. Your agent agreed with me. But he then transferred me to a supervisor. That supervisor told me that the terms were clear and I accepted them. That is not correct the terms were along the chat confirming similarity of packages. I mentioned it to the supervisor who then tried to argue that the terms allow change of TV line up at any time. I objected: that may be true based on your contracts with providers but only if it is indeed happening for all subscribers on equivalent plans in the region and certainly not if the channel was removed at the time of the switch despite statement that the packages were exactly the same. The fact that your supervisor engaged in this position indicates that the ales tactic used is clearly endorsed by (some at) Comcast. It is unacceptable and illegal!
I asked to be called by a higher manager. The supervisor committed that his line above would call me. They didn't and haven't! It is simply unacceptable. If you commit a call back the call back must take place even if you would reject what I ask for!
Therefore I told the story on Twitter and DM'd Xfinity support. At first, I was told:
When we refer to your channel lineup, we are referring to standard cable channels and not premium channels such as movie channels like Showtime, HBO, or Epix/MGM+. I can completely understand how the information provided with the plan change might cause some confusion in communication over what was staying the same and what was changing. I am showing that you approved the changes via email, is that right? In that case, you would have been provided a detailed order information email that broke down exactly what was changing and staying the same with the change in the plan. I am looking at the order agreement now which did mentioning the removal of premium channels including MGM+. Do you have the order confirmation email from when you accepted the order as well?
The bad faith and the endorsement of the switch and bait is certainly quite problematic.
Anyway, I produced screens host of the chat showing the commitment of price, what it entails and confirmation at the moment of consent that the TV packages (not line up) were exactly the same. I also showed the chat of earlier that day where your agent confirmed that on 2/3 EPIX was removed and argued that in any case I would not know that it was removed even if in the consent as now you call it MGM+ and I only know it as EPIX. I also mentioned upcoming complaints to FCC and FTC, if this continued.
The twitter support person, a different one, offered HBO Max at a way lower cost to compensate MGM+, so we have a resolution, but again I hope this is not a temporary deal…
I hope that you understand that the experience was outrageously below par. 11 days without internet, 4 x 2 hours devoted to you, hours with support and customer services, and the bait and switch attempt…
I suggest that you re-train your teams: agents (what to schedule, illegal aspect of bait and switch etc.), technician and processes (how can a problem stay unfixed and not notified since 2017, how can 3 technician leave without even trying to activate etc). I hope that you will make sure that this will never happen again to me or others. Clearly the XXX Xfinity location is in shamble but your call center are also not working.
At the same time, I want to thank and recognize the competence of the last technician that solved the issues and activated everything on 2/6.
Ironically, today, Xfinity decided to do network work and disconnect my internet for the day! It is hard to take Xfinity seriously under such conditions.
I would appreciate hear your view on this matter. I am willing to discuss my experience with an executive if useful. I think some gesture from Xfinity would make a lot of sense to.
Regards
XXX, Customer since 1995 and in total disbelief of what happened.

I have Xfinity, and I've been experiencing Internet drops. So I had an Xfinity technician come out today to take a look at everything. The guy was pleasant and kind but he was definitely hard to understand. But I gave him (and I give his company) a 1. Here's why: When the technician today looked at Xfinity's backend, the first thing he said before he even looked at my modem was that Xfinity has been sending me internet consistent signal. Contrary to that claim, my modem manufacturer quite clearly told me that the problem was that Xfinity's signal was dropping based on the event log of my modem. They then directed me to the admin page of my modem where I saw it myself. I told the technician this information.

He then showed me a green checkmark on Xfinity's backend app, as if this means Xfinity's signal has never dropped. However, I wasn't born yesterday- I know this means it is only currently up and running and he did not show me an event log. It suggested he didn't know if it has been dropping (and didn't really want to look into it with me). I asked him why the modem manufacturer would say it is Xfinity's fault. He said "if you call Xfinity they will tell you it's the manufacture, if you call the manufacturer they will tell you it's the Internet provider. This always happens and no one really knows." I then asked him "How do you figure out the problem then?" He then nervously laughed and shrugged, and told me he wasn't sure. I was baffled and a bit offended by the fact that a rep of the Xfinity was OK with absolving his company of any responsibility, and then when I challenged him, shrugging his shoulders and basically saying that they all blame each other. It did not suggest that my money going to Xfinity was actually going to get me a working product today.

He then moved forward to saying he thinks it might be the signal, though this felt like a massive cop-out given that among the issues listed in the case notes, signal strength was not one of them (he showed me his phone with the notes). He said it could be that the signal was too much for my modem because the numbers were a bit higher than they were supposed to be. He showed me in his phone where the signal coming into my modem might be too much.

He then told me he thinks the "real" issue is that my modem is incompatible with Xfinity's service. I told him that was impossible because my modem is listed on the Xfinity's compatible modem's list. He then pointed me to his phone again showing me Xfinity's backend, which had a message that said that the speed that my modem is capable of is less than what Xfinity currently has available for my plan. He also showed me an area where in big red letters for my modem, it said switch-out (or something like that). He said they both indicate that my modem is outdated and not compatible with the service. I was highly confused. I told him that he just said that it was my signal and then not 30 seconds later he said it was that my modem was not compatible. I said "So which one is it?" He then circumvented the question and started talking about what it means to be compatible with Xfinity, which I did not ask.

I asked him very promptly how the speed being an issue would indicate that my modem is not compatible. He then explained how the speed of Xfinity is higher than my modem. I told him I understood that but again I asked him why that would suggest that my modem is not compatible. I also told him that his claim is questionable given that all my devices in my home are currently working with Wi-Fi on this router using Xfinity service. I said if the modem was not compatible, I should have no Internet service for these devices. He laughed and paused for a moment and said "That is true. So I'm not really sure." You can imagine my frustration at this point, as we were 20 minutes into an appointment to address my Internet drops talking about how my modem was incompatible with Xfinity... while I am looking stuff up on my phone with Wi-Fi from my modem using Xfinity Internet. The technician clearly did not understand what the issue was and he did not know how to communicate. He suggested if the issue continues, to either buy an Xfinity modem and rent it for $20 per month (which is a ripoff) or buy a new modem that I think will work.

Here's my problem with this whole thing: I am not an expert. I am not a professional Internet service technician. I called Xfinity to resolve this issue and I did not initially want a technician to come out because I know for a fact this is a problem on Xfinity's end, not my modem or my wires. The customer service rep I spoke to on the phone at Xfinity a few days ago even confirmed this. Then the technician comes out, tells me that it's my signal strength, oh wait no it's my modem speed, oh wait now it's the ENTIRE "incompatible" modem, and doesn't give me any reason for any of it. Eventually, he put a device on the back to limit the amount of signal coming into my modem. He thought that maybe this would resolve the problem. He then told me if this doesn't work, to call back in (is this a joke?). I have a funny feeling I will be calling Xfinity back within a matter of weeks about the same issue.

Nothing was resolved today. I'm highly considering switching Internet providers, as this is some of the WORST service I've ever seen from a company. I've heard horror stories of Comcast being bad, but I didn't think it was going to be this bad. I cannot get in touch with you all, the app is glitchy, I cannot stay connected with a customer service rep over the app before being transferred, and when a technician comes out, he has NO IDEA what he is saying or doing or why he is suggesting things. Here's what I actually think happened: He understood the validity of the points I was raising, but dismissed them because he did not understand the problem and didn't have time to figure it out. So he started taking shots in the dark at anything that could pass as a solution, covertly BSing me so he could get to his next appointment.

I would like an apology from Xfinity for the service. I pay money each month so that this type of thing doesn't happen. After three phone calls, a chat, and a technician appointment, you can't tell me why my Internet has been dropping? And when I challenge your own professional technicians using basic logic, their recommendations fall apart? If these drops continue, I will be switching to another provider who actually cares about providing service to their customers. And if another technician comes out to my residence like the one I had today, I will be switching immediately and writing other reviews about my experience. Completely unprofessional.

So, the first thing I was to say about this company is that a contract isn't a contract. Comcast/Xfinity will find ways to raise the prices regardless of what they tell you when you're inside of a contract. Rates have been raised twice while I've been in this current contract, and they merely justify everything single thing. Oh, you're paying for a nation-wide sports package... but I don't even subscribe to a sports package. Oh, we raised the cost of your boxes... but, wasn't that part of the contract? Oh, we raised the taxes... really? You're not the government; how are you justifying that? So, I fume, tell them they are crooks, look around for another company and they're all just as bad, if not worse.

The crux of this review is about what happened the other day when I called to see what X1 was all about. I told the guy I was talking to that I am on a fixed-income, and if it's going to cost more than what I'm paying now, I don't want it. He says, "No, no, it won't cost you a thing to upgrade, and will even cost you less money per month. You want to save some money, don't you?" I said of course I do. Again, he tells me I won't have to pay a thing, and will pay at least $10 less per month for everything. He places the order, and I ask him to send me an email describing the transaction. He agrees to this. So, I get the email, and I didn't notice the bottom-line at first. The equipment arrived in like 2 days, I open up the boxes and can't find the second receiver. So, I call Comcast again and say that the 2nd box didn't show up. I then notice that my current equipment had tie-wraps around the cables of the DVR, so I ask them to send a technician over to install this professionally, because I don't want cables hanging out all over the place. They schedule the technician for the next day (last Saturday, 11/12/16. I also ask the rep what kind of box I should've received, and she says an X1-XIAO box. So, I tell her to get the technician to bring one to install in the other room. She says okay. I'm supposed to get a call from the so-called tech an hour before arrival, which I never got. The hour he was supposed to arrive was between 5-7pm. I get caught up and need to go to the store real quick, so I leave a note on the door telling them if they managed to get through the gate, I'll be right back. While I'm at the store, he calls and says he is by my door, and I tell him I'll be there in 5 minutes. I get here, and the first thing I notice is that he has no tools, no box, no nothing... just some measuring thing on his shoulder. He comes in and asks me if I'm having an Internet problem. I'm like, "WHAT? You're here to install equipment... what is on my TV-stand and he's supposed to have an X1-XIAO box for my bedroom." He starts stuttering, and I'm getting upset. I ask him why dispatch never tells them why they are really going to someone's house, because this has happened numerous times with Comcast? He has no answer, gets on the phone and goes outside. Comes back in and starts stuttering again... says this will take time. I said, "Yes it will... but, it's not my fault dispatch didn't tell you why you were coming here!" I also show him that I received 2 boxes, but one of the cable boxes is missing. He looks, pulls out this tiny box and says this is the 2nd cable box. I then ask him what it was, because I was supposed to get a box that will allow me to record 1 show and be able to playback recordings from the main DVR to the 2nd one. He says, yes, the little tiny box can do that. Then he says, but if there's no splitter out in the box outside, the cable box won't work. I ask him if he can go check outside and see if the splitter exists. He says it's too dark. I ask if he has a flashlight... what do you mean it's too dark... you guys don't work at night? He gets another call on his phone and ignores my question. I then point out that my cables are all stuffed inside a pole that my TV is attached to, and the cables to the old box need to be taken away, the new ones installed, wrapped up in new tie-wraps and put back through the pole. He refuses to even look at what I'm talking about by standing still and not looking behind the television AT ALL. He finally says he can't do the job today, and I'll have to reschedule the appointment. Now, I'm really annoyed, but holding my tongue. He tries to force me onto a particular day while I'm looking at my schedule, and it got so convoluted and confusing that I just say, yeah okay; knowing I would call someone at Comcast immediately after he left. It was obvious that this guy was either lazy, or just lazy. He then tells me that I can do the install myself with the same cables except for the one that plugs into the wall. I'm looking at him like, "Are you stupid? The power cable to my current box is tie-wrapped together, going through a hole in the pole and out another hole in the pole. I'm getting pissed. I see he looks like he's got ants in his pants. He leaves, I go run another errand, come back try to call Comcast. Their phone voicemail thing kept sending me in a loop and refused to connect me with an agent... kept talking about Video Demand being offline and would send me back to the main menu... over and over. I decide to get online for a little chat. Tired of talking to people on the phone, because it's all so obvious that everybody lies over the phone nowadays. I also read the 3rd email I receive from Comcast with a cost not even close to what the guy who placed the order said. The other 2 emails weren't, either, but the last one was higher than the first 2. I have an equipment protection plan... if that idiot who showed up charged me for showing up and doing nothing. Now, I'm livid. Good thing I wasn't talking on the phone, or I would be cursing someone out.

I tell him about the tech. He apologizes. Says he will escalate the business about the tech who showed up. He says that was unacceptable; I agree. Then, I ask about the emails. He says he will explain the charges. I tell him I don't care what he explains... it's not what the guy who placed the order said, and they need to fix it like NOW. He goes away for a bit, comes back and says we will take care of this, but someone will call you tomorrow. I'm typing like crazy all sorts of things about this $#*!ty service, the lies the guy who placed the order told, etc. He says, "I know it can be frustrating when someone tells you wrong promises." I type no, that was not a wrong promise, it was a lie, and if this bill stands, I'm unhooking everything, switch back to my old service, and be done with this. He says, no, someone will call you. I ask is someone really going to call me on a Sunday? He says yes. Another lie. He offers to credit me $20 for my trouble. What a joke. I give him my cell phone number instead of my landline, and nobody calls me on Sunday. So, now I'm thinking I should just put everything back the way it was, take this equipment to the store, and make them put everything back if they can't honor what the guy who placed my order did. Of course, my new service is activated, and my old equipment probably won't even work until I get them to manually switch back to my old plan. I am so sick of Xfinity/Comcast. The only reason I haven't changed is because aside from absolutely horrible customer service, it is reliable, other services don't have the channel line-up I like, with decent Internet speed & landline. AT&T tried me, but they blew sunshine up my butt too, so I canceled that order before they came to install it. Direct TV prices are ridiculous. Haven't checked other providers, yet, but I bet they can't come close to all 3 services I pay for & reliability. Oh, the other one I was going to check on was Charter.

But, I hope they are monitoring this site, because this is just horrible bull$#*!! I asked the guy during chat why would the first guy lie when I told him I didn't want any of this if it would cost me more per month or cost to upgrade? Just why? Of course, he couldn't answer; nobody ever gives their last name or a phone extension to call them back, so we get screwed over, get our time wasted, and get frustrated beyond belief! I have saved 2 chat sessions during this into Word documents, because I had a feeling the first person I chatted with wasn't telling the truth when he said an option would appear to save the chat and I didn't want to waste a bunch of paper printing everything that was said. Of course there was no option to save the chat after the session ended (for crying out loud they lie)! If you don't have Xfinity/Comcast, do NOT get this service; they have the worst customer service ever known to man!

The worst experience ever

Have higher bills and mistakes for many times