Monday, June 3rd, 2024 6:32 PM

frustrating with chat agents

I am happy with the internet and price from xfinity but I had so many issues when dealing with agents that I am scared to ask them to change anything from now on.

First incident that the agents created a new account when I requested for unlimited data and a new account was created. Because of auto-pay, I ended up paying two services (old and new ) at the same address for 6 months and didn't get refund. (partially my fault for not checking)

Second incident was when I asked the agent to move the service to a new address for my father-in-law. The agent moved my service to the new address as a new account ( new plan, new cost).

Then I chatted with anoher agent to correct the address and the original internet plan. Yet another account was created, and the agent offered me a mobile bundle to lower the total cost. I hesitated but the agent confirmed this is a good deal at no additional cost after the bundle saving ( mobile + internet) so I took it. Then I didn't feel right and called and called the billing department and they confirmed that's not true and I would pay much more for both. I ended up returning the iPad with stocking fee.

So you can see I have 3-4 accounts linked under my name and the CS at the store  where i returned the Ipad threatened me for having too many accounts like I was cheating.

At the results, my account was mixed up and my in-law service is still stuck at the old address.



104.6K Messages

1 month ago

Concern moved here to the Billing help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance. 

Official Employee


1.2K Messages

1 month ago

Thanks for reaching out, user_4w8lks! I'm so sorry you've had such a hard time whenever you needed changes to your account. I'd be happy to help you with any issues with your account. As far as your in-law's account you can have them reach out to us here and we can help them as well. In order to get started can you, please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.


• Click "Sign In" if necessary

• Click the "direct messaging" icon or https://comca.st/3lv0gXz

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line

• Type your message in the text area near the bottom of the window

• Press Enter to send it


2 Messages


I am surprised I got the official response here. I am waiting for the wrong address to be clear from my account then I will reach out for help with my father-in-law's account. thx

Official Employee


1.6K Messages


Sounds like a plan! We'll be here to help when you are ready. 


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