1 Message
How to speak with a human
Has XFinity completely removed the ability to speak with a human?
I called the customer support line and it refused to connect me to a human. I said "no" to the offer to chat with the AI agent over and over, said I would wait, but after my 8th refusal it just sent me a link and hung up.
Then I tried to talk to the AI agent online — which promises it will connect me to a human agent if it can't answer my question — but after 30 minutes of trying it won't do it. It keeps going in circles no matter what I say.
This is one of the worst customer service experiences I have ever had. I want help understanding something about my bill. The AI doesn't have the answer and refuses to connect me to someone who does. What is going on???
XfinityJoe
Official Employee
•
743 Messages
4 months ago
Good morning @user234134 I apologize for the frustrating experience you've had when trying to connect with us on the phone. We would be happy to answer any questions you have about your Xfinity bill.
Please send us a DM with your full name and address to Xfinity Support.
To send a direct message:
Click "Sign In" if necessary
Click the "Direct Message" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
An "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
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