My Xfinity Nightmare!

[MarieIG]

Our cable/ wifi issues are mostly "limited to" spotty service and disappearing channels - but we have been able to switch service.

Now, the hardest thing was the electric utility to get the house account out of DF's name and to cancel a completely unnecessary third party vendor who was charging a ridiculous fee per month. It took multiple letters (regular and certified RRR with proof of authority), e-mails, telephone calls until I finally got the third party vendor off the bills. We were eventually able to switch the names on the account, although DF (who has been gone more than a decade) is still getting snail mail invoices from the utility.

 

[OldShooter]

I read a theory on this type of thing that makes sense to me.

The issue is "switching costs." It is very costly in time, hassles, and money to switch internet providers. This makes customers very reluctant to switch providers, hence poor customer service does not cost the provider much revenue. No problem. Poor customer service is the financial winner and hence the norm.

 

[Qs Laptop]

Here’s my take:
Cons: Unbelievable, breathtaking incompetence when there's a problem, worst website ever designed for viewing your bill or resolving issues, pretty expensive. (~$275 a month for middle of the road package) No one to talk to.

Pros: Very reliable, good access to other apps (Netflix, YouTube, Prime etc), voice search and easy recording.

When things work, they work. They fall down incredibly, amazingly, mind boggling bad when there's a problem. There's no words for how difficult they are to work with. Astounding and beyond excuses in the age of the likes of Amazon and other smooth running companies.

It is amazing that one of the world's largest communications companies has one of the worst website experiences--slow, clunky, difficult to find what you're after, etc. Plus, the customer service is fragmented with conflicting advice and information.

I've said this before but here it is again: I'd rather walk into an insurance office, sit down and say, "Tell me about auto insurance, life insurance, homeowners insurance, and annuities. I have at least four hours," then visit a Comcrap store or change my Comcrap service in any way.

 

[pacergal]

Wow, I consider my self lucky. Our local Xfi store has very helpful folks, at least so far in my experience. And the one time we had in home service, the guy found the problem quickly, updated our cables outside and inside, very few problems since.
I use my phone frequently to do a household check on our wifi.
We have a 4 cell phone plan and a pretty hefty Xfi/Comcast bill, but grandkids love some of the streaming shows, so we keep them (Disney+, Netflix) and we currently get Showtime/Peacock/Paramount+ included in the bill. (and Amazon Prime video, which is separate)

 

[target2019]

Update: I went to "X" and instead of finding a place to trash them found a Xfinity account for customer service. Short story: they've agreed to cancel the cell phone service. It took over 4 hours of back and forth texting but there were periods of 45 minutes of dead time. So maybe about a true half hour total

Now whether it actually happens is another story........

Meanwhile, I'm going to take MichaelBs advice and sign up for the home security package!

That's how I used to get action. Go to Twitter. The CS people there are better equipped to solve something.

 

[rembrandt]

I read a theory on this type of thing that makes sense to me.

The issue is "switching costs." It is very costly in time, hassles, and money to switch internet providers. This makes customers very reluctant to switch providers, hence poor customer service does not cost the provider much revenue. No problem. Poor customer service is the financial winner and hence the norm.

The same concept applies to switching checking accounts.

 

[OldShooter]

The same concept applies to switching checking accounts.

or credit cards.

 

[Sojourner]

Here’s my take:
Cons: Unbelievable, breathtaking incompetence when there's a problem, worst website ever designed for viewing your bill or resolving issues, pretty expensive. (~$275 a month for middle of the road package) No one to talk to.

Wow... $275 for a basic Xfinity package?? The last time I checked, I could get their 150 Mbps plan for about $50/month (here in the outer 'burbs of metro Atlanta). What all does that $275 include?

I've been on AT&T fiber for the past few years and absolutely love it.

 

[marko]

Wow... $275 for a basic Xfinity package?? The last time I checked, I could get their 150 Mbps plan for about $50/month (here in the outer 'burbs of metro Atlanta). What all does that $275 include?

I've been on AT&T fiber for the past few years and absolutely love it.

It's a little bit more than basic as they've moved some local sports channels/games into a separate package, but we don't have HBO, Netflix etc.or any of the premiums.

Our town fathers struck a deal that Xfinity can be the only cable provider unless you go satellite.

 

[Sojourner]

It's a little bit more than basic as they've moved some local sports channels/games into a separate package, but we don't have HBO, Netflix etc.or any of the premiums.

Our town fathers struck a deal that Xfinity can be the only cable provider unless you go satellite.

Ohh, so it's internet+landline+cable TV. The town fathers did no one any favors by eliminating Xfinity's competition.

 

[marko]

Well, I thought I had it bad....

This poor guy had to go back to his burned down house in the Palisades to retrieve his cable box before they'd cancel his service!

Spencer Pratt returns to burned down home to retrieve cable box to cancel service

Spencer Pratt searched through the rubble of what once was his Pacific Palisades home to find his Spectrum Cable box to finally end his service with the provider. “Good news, Spectrum! I’m pretty sure this is the box you guys had asked if I still had,” said in a post on Instagram. “I found it...

www.yahoo.com

 

[aja8888]

Well, I thought I had it bad....

This poor guy had to go back to his burned down house in the Palisades to retrieve his cable box before they'd cancel his service!

Spencer Pratt returns to burned down home to retrieve cable box to cancel service

Spencer Pratt searched through the rubble of what once was his Pacific Palisades home to find his Spectrum Cable box to finally end his service with the provider. “Good news, Spectrum! I’m pretty sure this is the box you guys had asked if I still had,” said in a post on Instagram. “I found it...

www.yahoo.com

Comcast would want the remotes, too!

 

[Ronstar]

We had an Xfinity nightmare last week. DW is her mom’s caregiver and tried to upgrade her mom’s Xfinity account with her cell phone no, and also a new credit card expiration date. Several phone calls to Xfinity got nowhere. They thought that DW wanted to transfer her mom’s cell service to Xfinity.

After several hours of this, we drove 45 minutes to an Xfinity store where we got her mom’s account updated. The whole ordeal took 7 hours.

It was worth it in the end, since we were able to get a less expensive deal for her mom and for us.

 

[Dalton]

When my mom passed, 2 years ago also, I called Xfinity right after SS and Medicare because it was the one bill she had on autopay with a credit card (credit card was my 4th call). Nice guy, said sorry for my loss, we'll have it turned off next Monday (because I was going to be there for a few more days), just send us the box by dropping it at UPS store. 3 months later, got a bill for 2 past due months, and the next month, and a couple extra $25 charges because the credit card didn't work. Went several rounds with cussed service before they said "I can't take the $25 penalties off, you need to go to a local Xfinity store." Went to the local store, lady was nice, oh yes, she sees what I'm saying, "can't take these $25 charges off here for you. How would you like to pay this today." I said, "I'm not paying anything. Your customer is dead. I'm just trying to help you get your books straight," and left.

So, they sent it to collections, and I got that letter about 2 weeks later. Checked the "I dispute this" box and wrote across the top something along the lines of " Mrs So-n-so passed away before any of these charges, Xfinity was notified of the death before any of these charges were due. Good luck." A month later the collection agency sent me a letter saying the case was closed with them and they sent if back to Xfinity. A couple months later, got a letter from a new collection agency. Typed up a timeline of how the whole thing happened (and realized in the process that she was actually paid a full month ahead, i.e. passed beginning of Feb, but was paid through end of March), and added a brief explanation of the situation, including that I would never purchase service from Comcast or Xfinity and that I was going to tell everyone I know about this egregious treatment of a guy trying to mourn the loss of his mother. Addressed it to the President or CEO, and copied the collection agency. Got a prepaid visa refund of the month ahead she was paid a month later.

So, try writing the President.

 

[Koolau]

When my mom passed, 2 years ago also, I called Xfinity right after SS and Medicare because it was the one bill she had on autopay with a credit card (credit card was my 4th call). Nice guy, said sorry for my loss, we'll have it turned off next Monday (because I was going to be there for a few more days), just send us the box by dropping it at UPS store. 3 months later, got a bill for 2 past due months, and the next month, and a couple extra $25 charges because the credit card didn't work. Went several rounds with cussed service before they said "I can't take the $25 penalties off, you need to go to a local Xfinity store." Went to the local store, lady was nice, oh yes, she sees what I'm saying, "can't take these $25 charges off here for you. How would you like to pay this today." I said, "I'm not paying anything. Your customer is dead. I'm just trying to help you get your books straight," and left.

So, they sent it to collections, and I got that letter about 2 weeks later. Checked the "I dispute this" box and wrote across the top something along the lines of " Mrs So-n-so passed away before any of these charges, Xfinity was notified of the death before any of these charges were due. Good luck." A month later the collection agency sent me a letter saying the case was closed with them and they sent if back to Xfinity. A couple months later, got a letter from a new collection agency. Typed up a timeline of how the whole thing happened (and realized in the process that she was actually paid a full month ahead, i.e. passed beginning of Feb, but was paid through end of March), and added a brief explanation of the situation, including that I would never purchase service from Comcast or Xfinity and that I was going to tell everyone I know about this egregious treatment of a guy trying to mourn the loss of his mother. Addressed it to the President or CEO, and copied the collection agency. Got a prepaid visa refund of the month ahead she was paid a month later.

So, try writing the President.

Unfortunately, short of satellite dish, Comcast is the only game in town where I summer. It's very expensive and difficult to deal with, but what are you going to do? No option for satellite, unfortunately. I rent.

 

[Dalton]

I understand. We have no cable in our neighborhood, so I had to go with satellite, until I got fed up with that mess and the ever increasing cost. A slow DSL connection is my only non-cell (and I'm just outside of 5g reception) or satellite internet connection, but it's sufficiently replaced Dish and DirecTV.

 

[marko]

Update: I went to "X" and instead of finding a place to trash them found a Xfinity account for customer service. Short story: they've agreed to cancel the cell phone service. It took over 4 hours of back and forth texting but there were periods of 45 minutes of dead time. So maybe about a true half hour total

Now whether it actually happens is another story........

Meanwhile, I'm going to take MichaelBs advice and sign up for the home security package!

Well, the beat goes on, as they say. Despite assurances that the account was canceled, and two personal phone calls to me, I just got another invoice via email. I'm tempted to remove the credit card from their files but fear it will only make matters worse.

 

[sengsational]

If I was forced to use a company that abused customers like these examples, I'd use a privacy.com card. The cable company might still come after you, but at least they'd not run off with any of my money.

How does the click to cancel law affect cable companies? I suppose their strong lobby got them an exemption.

For those that find themselves with a single supplier of connectivity, don't discount providers that are WiMax-based.

After Google fiber came into our neighborhood and ate AT&T's lunch, a long with Speculum Mobil's lunch, those crap competitors sent door-to-door sales people. So satisfying to tell them they suck and shut the door. But, but, but "we got fiber now too!" Yeah AFTER you were forced by some long awaited competition.

 

[marko]

If I was forced to use a company that abused customers like these examples, I'd use a privacy.com card. The cable company might still come after you, but at least they'd not run off with any of my money.

How does the click to cancel law affect cable companies? I suppose their strong lobby got them an exemption.

For those that find themselves with a single supplier of connectivity, don't discount providers that are WiMax-based.

After Google fiber came into our neighborhood and ate AT&T's lunch, a long with Speculum Mobil's lunch, those crap competitors sent door-to-door sales people. So satisfying to tell them they suck and shut the door. But, but, but "we got fiber now too!" Yeah AFTER you were forced by some long awaited competition.

Well the main problem is that I did indeed cancel the account. Or so I thought! I cancelled the service but they're still invoicing me.

 

[kcowan]

When my mom passed, 2 years ago also, I called Xfinity right after SS and Medicare because it was the one bill she had on autopay with a credit card (credit card was my 4th call). Nice guy, said sorry for my loss, we'll have it turned off next Monday (because I was going to be there for a few more days), just send us the box by dropping it at UPS store. 3 months later, got a bill for 2 past due months, and the next month, and a couple extra $25 charges because the credit card didn't work. Went several rounds with cussed service before they said "I can't take the $25 penalties off, you need to go to a local Xfinity store." Went to the local store, lady was nice, oh yes, she sees what I'm saying, "can't take these $25 charges off here for you. How would you like to pay this today." I said, "I'm not paying anything. Your customer is dead. I'm just trying to help you get your books straight," and left.

So, they sent it to collections, and I got that letter about 2 weeks later. Checked the "I dispute this" box and wrote across the top something along the lines of " Mrs So-n-so passed away before any of these charges, Xfinity was notified of the death before any of these charges were due. Good luck." A month later the collection agency sent me a letter saying the case was closed with them and they sent if back to Xfinity. A couple months later, got a letter from a new collection agency. Typed up a timeline of how the whole thing happened (and realized in the process that she was actually paid a full month ahead, i.e. passed beginning of Feb, but was paid through end of March), and added a brief explanation of the situation, including that I would never purchase service from Comcast or Xfinity and that I was going to tell everyone I know about this egregious treatment of a guy trying to mourn the loss of his mother. Addressed it to the President or CEO, and copied the collection agency. Got a prepaid visa refund of the month ahead she was paid a month later.

So, try writing the President.

I gave the supplier her forwarding address and phone number. It was her funeral home. They said it would ruin her credit rating. I said she no longer cares. Never heard from them again. They wanted my contact info! Sorry!

 

[marko]

So this kept me busy (and missing my day's nap time).

Via X, ( thanks to whoever here suggested it) theres a decent help line, but here's how it works...or doesn’t. Before they do anything, they send you a text code to make sure you are who you say you are. The code has a 15 minute time limit. You get the code, reply it back and.....wait. After 20 minutes, they come back with apologies saying they need to send another code because they were really busy and the code expired.

Did this four f%$%&% times! Finally got through and got a "ticket" on the issue.

To my great surprise, about 5 minutes later, I got a call from a lady in corporate who was all apologies, saying she'd take care of it and said she'd call me back on Monday to make sure that I saw additional credits. She had the whole history in front of her.

Well! Hell and heaven in just a few hours.

As I said back on the first 'go round, "we'll see". Fingers crossed.

 

[RetMD21]

The customer service is bad but the product is the best available in my area.

 

[Koolau]

So this kept me busy (and missing my day's nap time).

Via X, ( thanks to whoever here suggested it) theres a decent help line, but here's how it works...or doesn’t. Before they do anything, they send you a text code to make sure you are who you say you are. The code has a 15 minute time limit. You get the code, reply it back and.....wait. After 20 minutes, they come back with apologies saying they need to send another code because they were really busy and the code expired.

Did this four f%$%&% times! Finally got through and got a "ticket" on the issue.

To my great surprise, about 5 minutes later, I got a call from a lady in corporate who was all apologies, saying she'd take care of it and said she'd call me back on Monday to make sure that I saw additional credits. She had the whole history in front of her.

Well! Hell and heaven in just a few hours.

As I said back on the first 'go round, "we'll see". Fingers crossed.

Just remember: It ain't over 'til it's over.

Best luck!!

 

[marko]

Just remember: It ain't over 'til it's over.

Best luck!!

About two hours later I got an email saying that the account was closed and two more saying that a credit was on the way. I've been at this since the middle of January.

Now, I could get another invoice next month, but now I have the direct line and name of the corporate lady who's supposed to call me back on Monday.

But as you/we say "a sale is not a sale until money's in the bank"

 

[Koolau]

About two hours later I got an email saying that the account was closed and two more saying that a credit was on the way. I've been at this since the middle of January.

Now, I could get another invoice next month, but now I have the direct line and name of the corporate lady who's supposed to call me back on Monday.

But as you/we say "a sale is not a sale until money's in the bank"

Best of luck. Let us know when the check is in the bank!