I’ve been in Xfinity hell for the past 10 days.
I submitted a request through the Reddit Xfinity support team to discontinue my NOW Internet service, but what followed was one of the most frustrating customer service experiences I’ve ever had.
The NOW Internet mobile app and website are unreliable and, in my case, completely nonfunctional. When I attempted to disconnect an account that had been incorrectly created, the app told me I didn’t even have a NOW account. Despite this obvious system error, both the phone and online support teams refused to acknowledge the issue and declined to help.
After seven days and more than 12 hours spent trying to resolve the problem, I finally managed to get a ticket escalated to the IT team. It should not take that long to get basic support.
To make matters worse, the NOW team set up my service under the wrong address, shipped my device to the wrong location, and then disconnected internet service at my correct address in the middle of a billing cycle. I was left without internet for over two days. When I finally reached someone, I was told I would need to repay the full service fee and wait again for installation. They refused to even reimburse me for the lack of service and the randomly disconnected service.
At that point, I gave up.
I switched to another 5G home internet provider. It costs more, but the service actually worksand the support experience has been dramatically better.
I was an Xfinity customer for over 10 years. After this experience, I will not be returning.
While I had a good experience with one Xfinity reddit mod, it's been pretty much a useless excursion. At this point, I simply asked for contact information for their legal team (made three attempts) and none of the mods provided that information.