I am looking for some help with my situation. I pay for the triple play package that included WiFi, Voice and TV with XFinity Home service as well. My phone service has not worked for a long period of time. I called and the tech said the codes for the phone service were no longer on my account. I'm not sure what that means? He asked if I wanted to add phone service. So I agreed, as I need a phone. They said I could have the XFinity Home Service removed, as we no longer want it. We unhooked all of the equipment for it months ago when it quit working. They were supposed to send us a self install kit in the mail within 3-7 business days. That time has come and gone, I called the number again and was told there was an error in that order and it was cancelled. So the gentleman on the phone offered to help me once again and see if he could get it fixed for us. They said they would remove the XFinity Home service and ADD phone service to our account which would lower our monthly payment and that the tech would be here today between 10 am and 12 pm to do the service call. Which would include installing the new wireless modem and adding the phone service. The tech arrived and said he was there to fix the phone service. But then checked out account and said the reason it wasn't working is because we still do not have phone service on our account, and he knew nothing about the wireless router that we had been told he would have with him.
I looked on our account today and the XFinity Home Service is still under My Services, but now the Voice has been removed. I am totally lost and confused. I want phone service, and I want to remove the Home service. I have spent countless hours on the phone and on the chat service which all have not worked to get this corrected. I honestly don't know what to do about this. Any help, advice, phone number to directly call someone? I need to get this corrected. At this point my phone is no longer working and the internet has stopped working as well. Which of course means the XFinity Home has no way to work either. A tech that came months ago to fix the Home service took the modems for that service out of the house when he could not get it to work either. :( Any help would be greatly appreciated. Thank you for your time.
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