brxfin1's profile

New Poster

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7 Messages

Thu, Nov 24, 2022 4:08 PM

Incompetent Support

I'm finding Xfinity support incompetent. It's almost impossible to easily get to speak directly to an agent, and when you finally do there's all kinds of background conversations and noise because of the poor headsets in they use. I also find much of the Websites poorly designed and buggy. I've been trying for days to get a situation resolved including contacting "Tom" but the responses do not address the specifics I requested and are just boiler plate generalities. When I research online I see Comcast has the lowest rating for support.

It's a shame since the good news is I rarely need support since the products themselves tend to be reliable. Unlike other providers I could find no way to elevate the issues to a higher level.

Official Employee

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965 Messages

2 days ago

Thank you for your feedback. We are sorry to hear that you had this experience. It's not what we want for our customers. Do you need assistance with your account or services? Our awesome team is a corporate team, and we will be happy to help! 

New Poster

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7 Messages

@XfinityAirelle​ I need a way to elevate to a higher level of support where they don't simply read from a script. I'm getting absolutely nowhere with my current issue. Also, your Websites are a convoluted mess! Note that I'm an IT professional.

Official Employee

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965 Messages

Wow! It seems like you have had quite the time getting this sorted out. We are sorry and we are here to help! Since this is billing related, can you initiate a chat and start with your full name and address? To start a chat, you must be signed in. Please click the chat icon in the top right of the page next to the bell, and send your message to "Xfinity Support". Talk to you there!

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Official Employee

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965 Messages

2 days ago

You've reached the right place because we are a corporate team that can help with anything Xfinity. Here in digital care, we like to keep all of our communications through the messaging on this platform. This is not only for our security but also for record keeping purposes for the customer and company. Our awesome team can help you right here in this thread! 

 

Can you tell us more about the issues you are experiencing? -Airelle 

New Poster

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7 Messages

@XfinityAirelle​ 

I received a notice that my bill hadn't been paid. I sent a check on 11/1/2022 but I see for some reason the bank hasn't received it. All other checks I wrote that day have cleared! So I tried getting in touch with billing to straighten this out. There's just no easy way to speak to an agent (there used to be). Instead I got texts sending me to a site where I requested a callback. When I finally got a call it asked me to press "1" to speak to an agent. No matter how many times I pressed it it says the response wasn't valid! Finally after about 4 or 5 of these I actually got to speak with an agent, but could hardly make out what they were saying because there were a whole bunch of conversations going on in the background! Also I had requested getting the callback on my landline (xxx-xxx-xxxx) but kept getting it on my cell# (xxx-xxx-xxxx). Comcast services are terrific but communication with support is a TOTAL UNACCEPTABLE MESS! With all other companies I can easily get through to an agent. When I first signed up with Comcast a few years ago speaking to an agent was not that difficult. Now it's clear Comcast doesn't want to let that happen. Meanwhile I have no idea what happened to the check I sent. The agent I finally spoke to suggested calling back again after Thanksgiving!

Note that I've had a bunch of back-and-forth conversations with the staff from "Tom" (whoever that is), and they keep ignoring the specific questions and reply with boiler-plate script and. They also contradict what I was told by the agent I spoke to.

I'll get the payment issue resolved but my bigger complaint is the horrible process of contacting support by phone (see above). Also many parts of your Websites are a convoluted mess -- including this forum!

(edited)

Again

Expert

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28.2K Messages

@brxfin1​ 

We have another customer that has been having problems with his checks not posting to his account in a timely manner and he's getting late fees with it.  When you send in your check, are you writing your account number on it and you're including the payment coupon?  Have you checked your account online as well as your bank account online?

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