Anon296804's profile

Contributor

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44 Messages

Mon, Dec 14, 2020 12:00 PM

Call back system not working for this valued customer

I have a billing question and requested a callback, however when I receive the call the message says I should press "1" to continue, however the system doesn't not appear to be listening because no matter how many times I press "1" it keeps telling me to press "1" until it tells me that I've made an "invalid" entry and hangs up on me. This happened three times in a row until the system finally accepted my "1".

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Expert

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25.8K Messages

6 m ago


@Anon296804 wrote:

I have a billing question and requested a callback, however when I receive the call the message says I should press "1" to continue, however the system doesn't not appear to be listening because no matter how many times I press "1" it keeps telling me to press "1" until it tells me that I've made an "invalid" entry and hangs up on me. This happened three times in a row until the system finally accepted my "1".


Did you "tap" [short tone] or "press" [longer tone] 1?  There is a difference on how some phone systems interpret the tone.  For example, when I call my doctor's office they want me to choose an option between 1 or 2.  I only have a cell phone and if I tap my selection, it repeats the request, and after the third time it will hang up on me.  However, when I press my selection I am taken to the place I want to connect with.

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Visitor

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1 Message

18 d ago

Same, I have spent multiple hours trying to get in touch with customer service, and I am unable to respond to the callback. Completely frustrating.

Official Employee

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179 Messages

@user_394be6 Hello! Very sorry to learn about the lack of callback, but we can help and work with you with our private messaging. Please click on the chat icon in the top right-hand corner. Then search for Xfinity Support. We'll be there to help. 

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