Mary W.
Very frustrating Xfinity experience
Many weeks ago, I cancelled my Xfinity Mobile service, which I never received in the first place after signing up for it back in December, over 3 months ago. I tried to get my internet and phone connected/activated after moving but experienced repeated problems and inability to get help from xfinity customer service reps. They need a better record keeping system! Every rep I talked to gave me different information and had no idea what had already been said/done for me. One time I got cut off from the call and didn’t receive any call back or follow up. Calling the customer service line is a special kind of hell for a busy professional who doesn’t have the commodity of extra time to waste (who does?). I experienced a months long goose chase trying to activate the Mobile service before finally canceling (they refused to give me the original promotion I had signed up under). Meanwhile I’ve continually been getting email and text notifications to update my payment for xfinity mobile (including today telling me they were suspending my service), as if it had ever been activated and as if I didn’t cancel it! Xfinity is a mess. The reps were nice enough but ultimately led me down many false paths and seemed hamstrung by a crappy system. My takeaway was xfinity is greedy, careless and chaotic. I will look forward to changing to a different internet company if and when I can, even if it’s more expensive. But for now I have been worn down and exhausted by the experience of getting the internet to work and failing to get the phone to work so I’ll just let it be.