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I'm beyond frustrated with the worthless virtual assistant. I'm looking into other wifi providers. I can't live with the VA and no humans.
YOUR VIRTUAL "ASSISTANT" (I use that term VERY loosely)is the exact OPPOSITE of helpful. I'm almost in tears. I wish I could copy the foot and a half long chat so I could prove how unhelpful it is. How FRUSTRATING it is. HOW MADDENING it is. How much it makes me WISH I had any other service besides XFINITY.
I cannot, no matter what I type, get the assistant to connect me with a human which is the ONLY WAY I can get help for my issue. MY BILL IS GOING UP a lot for someone on social security. I've been an XFINITY customer for 25 years. Not being able to talk to a person about ways to reduce my billing costs is making me now ask my neighbors on NEXTDOOR who they use besides XFINITY and if they're happy with them.
SO today I will be exploring other options for SERVICE PROVIDERS rather than other options for services that might be a little less expensive than what I'm paying. Example: I pay extra for a modem that can handle 600 MPS. I have NEVER ONCE achieved over 430 MBPS on speedtest (xfinity speedtest or ookla. So perhaps a slower internet speed would reduce my need for the expensive modem I have? I just want to chat with a person...someone who can give me some possible options. BUT I'm finding it IMPOSSIBLE to get your STUPID ONE OF THE WORST POSSIBLE AI MACHINES to understand what I'm asking for.
The closes I've gotten was when I emotionally typed: "I HATE YOU [Edited: "Language"]!" to which the immediate response was "Let me get you some help right away". Right away was 15 min ago. I expect to see NO HUMAN CHAT ON THAT THREAD - EVER.
So why pretend that they'll connect me?
I really hope someone will see this who can help me because I don't want to switch a service I'm familiar with. But I will if I can literally get no customer service. Unless I call up freaking out that my internet is down but then they'll just say we're showing your internet is online and full speed.
XfinitySara
Official Employee
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1.7K Messages
4 months ago
Hello, @user_1f8jz2! Thank you so much for taking the time to visit our Xfinity Community Forum, and for creating this post with your service and billing concerns. I'm sorry to hear about the trouble you've had receiving help through the Xfinity Assistant, and I'd love to see what else our Digital Care Team can do to help! We're awesome to work with because we'll always do whatever we can to provide you with options, especially when it comes to maintaining the service you need while lowering the bill if possible.
Have you checked out our Plan Builder by chance? You may also try shopping Xfinity Deals online (just make sure to click "Sign in here" first), or simply log in to My Account and you can manage your services that way! We recommend starting online if possible since some promotions are exclusively offered online-only :) Otherwise, our team typically has access to the same options you see while logged in to your account. And keep in mind that you don't always need to make any "changes" other than selecting the same service(s) you already subscribe to, in order to see any applicable promotional rates being offered. You may just not see the total estimated monthly bill until you proceed to the order summary (before approving any changes and placing your order). Please let me know if this helps!
And if you still need our assistance, we're more than happy to send you a request for a direct message in order to take a closer look at your account and options.
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