Visitor
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2 Messages
Calls drop on transfer to Billing/Retention — need Digital Care case opened
I cannot reach Billing or Retention/Loyalty by phone because your IVR disconnects every time it attempts to transfer me (I hear a burst of loud “bubble/beep” tones and the call drops). This happens repeatedly, including when I choose Billing in the IVR and when I say "Retention" or "Loyalty" or “Cancel service.”
Because the transfer step is failing, I am unable to complete basic account changes by phone.
Please have an Official Employee (Digital Care) open a case and contact me to resolve this. I can provide my account details privately as soon as you reply.
I am available for a callback today, and I want this documented as a phone-transfer failure.
This is not a device issue. The IVR disconnects at the transfer step to any department (Sales/Billing/Retention). I need Digital Care to open a case and arrange a working callback path.
Thank you.
XfinityThomasA
Official Employee
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3.3K Messages
24 days ago
To help us get started, can you confirm whether you’ve already tried following the button prompts when calling in to? Our team works here online, and we’re able to assist with all things Xfinity—including account changes—so we’d be happy to help save you a call and work through any concerns directly with you.
I also want to share that you can log into your Xfinity account online at any time to view your current plan, explore available service options, and make updates. Below, I’ve included a helpful article that outlines all the ways you can contact us for support.
We’d be glad to help troubleshoot any issues you’ve experienced with the IVR as well. Please know that your feedback has been documented, and we’re here to help however we can.
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