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lukelawal's profile
lukelawal
1st Topic

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Monday, December 29th, 2025 4:43 PM

customer service

My bill went up to $257.23 and I called customer service only to find out the guy i spoke with was located in India and he even raised my bill to $260.00 and provided that I signed a direct debit.  So pathetic and shoddy customer service.  Is there any agency state or local regulating these guys?   

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14 hours ago

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XfinityThomasC

Official Employee

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3.2K Messages

3 months ago

Hello, @lukelawal this is not the experience we want for loyal customers like you. Could you please send our team a direct message with your full name and full address? To send a direct message:

1. In the top right corner, you'll see a little chat icon near the bell icon. Click the direct message icon

2. Click the "New message" (pencil and paper) icon

3. In the 'To' line, type "Xfinity Support" there. A drop-down list appears. Select "Xfinity Support" from that list (an "Xfinity Support" graphic replaces the "To:" line)

4. Type your message in the text area near the bottom of the window

5. Press Enter to send it. An official employee, such as myself or whoever is first available, will respond. Thanks!

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user_hva6vv

Visitor

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5 Messages

15 hours ago

I similarly had terrible over the phone customer service. I was hung up on three times by their automated system before being misgendered by five different people in India. Literally nobody was able to actually do anything to help me on the day a different technician had said they would help me. My stupid apartment complex doesn't allow us any other option, so I'm seriously considering cancelling my internet all together since the people at the top at xfinity are cheap [EDITED: Language] who don't want to pay a liveable american wage to humans or anything resembling decent customer service. Further, their "AI assistants" are dumb as [EDITED: Language]and can't answer even the most basic of questions. 

To xfinity, don't bother responding unless you have a human who can call me and knows that Xander is a male name.  

(edited)

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XfinityFrank

Official Employee

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2.1K Messages

Hi there, @user_hva6vv. Sorry to hear you had a poor experience calling in. That's certainly no what we want for you. We would be more than happy to help you here with any issue you may have. What were you calling in about? 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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15 hours ago

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user_hva6vv

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5 Messages

After two days wasted and two extremely frustrating hours trying to get any of your robots or humans to help I finally go someone scheduled for tomorrow (so I get to waste a third day waiting for them to arrive).  So literally the only thing you, Xfinity could do, is learn how to actually provide customer service rather than cutting corners with your ai and automated systems (which are all incompetent). 

Further, than dumb little screen grab is not proof that you’re human. Why does your company hate hiring humans while also having a website that operates as though it was built in 1998? You’re an internet company running on outdated and insufficient systems. 

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15 hours ago

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XfinityFrank

Official Employee

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2.1K Messages

@user_hva6vv, I can understand being upset when there is a problem with your service, especially when getting help with said problem is not smooth. Thanks for your feedback, we appreciate it and apologize for any frustration. So we can ensure that your issue gets resolved with the tech visit, we would like to follow up with you. Please send a direct message to us by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your full name and complete street address. We can confirm your appointment and check back in with you afterwards.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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15 hours ago

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user_hva6vv

Visitor

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5 Messages

As I said before, I only want to speak with a human. You have my email on file, if someone wants to contact me while also providing real assurance of being a human, they are welcome to do so.  But if I feel like the proof of humanity is inadequate I will not respond and will explore either cancelling internet all together or finding a company with better, human customer service.

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14 hours ago

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user_hva6vv

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5 Messages

Your company treats us, the customers, like we don't have an option. We do. People survived without internet for years, and your company and all the tech you employ are doomed when the grid is destroyed and we're all back in the stone ages.

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14 hours ago

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