1 Message

Tuesday, January 11th, 2022 12:32 AM


Simple problem with simple fix, but can't reach anyone who will actually *do* ANYTHING!

All I need is for one person to take responsibility for a billing error and correct my monthly rate. That's... literally it. A single competent individual can solve my issue in no time at all. My wife had the exact same problem with her own account this month, called in, and got it fixed on her first call in under 6 minutes including hold time. As to why I've now spent over 4 hours and 3 contact attempts trying to do the same thing, with zero results, your guess is as good as mine.

In the last two weeks, I've spoken with THREE separate agents; after explaining the problem in excruciating detail each time (which I shouldn't have had to do even once), every one of them eventually figured it out and said along the lines of, "Ok, yep, that's definitely a mistake. Sure, we can totally fix that - I just can't do it myself, so I need to (have somebody get back to you/need you to call another number/etc)." So I do what they ask me to do. And then, of course, the next person I speak to—who's supposed to fix the problem—just says the exact same thing and passes the buck on to the next agent who then—you guessed it!—does the same thing AGAIN.

Final straw was spending 2 HOURS on hold last week opening a ticket to request a call back from a supervisor... only to have nobody ever even attempt to call me back, and now apparently the ticket is automatically closed.

What do I need to do to speak to somebody who can actually HELP with anything?!

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Accepted Solution

Official Employee


896 Messages

1 year ago

Hello @jh5142! Can you direct message us your name and address, please? Make sure you are signed in with your Xfinity credentials.

  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!

Regular Visitor


2 Messages

1 year ago

I am currently experiencing problems with attempts to recover charges for a modem for the months of Nov, Dec 2020 and Jan 2021.  We upgraded our cable service by adding internet and phone services in November 2021.  Covid restrictions delayed the modem from being installed until Feb 2021.  


Official Employee


1.1K Messages

Hey there, @rlf9901. I'd be more than happy to help review your billing and these credits for you. Do you mind sending me a DM with your name and address? 


• Click the "Direct Messaging" icon or https://comca.st/3iVtu1B

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

• The "To:" line prompts you to "Type the name of a person", but don't do that.

Instead, type "Xfinity Support" there. As you are typing a drop-down list appears.

• Select "Xfinity Support" from the list. An "Xfinity Support" graphic replaces the "To:" line.

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

• Press Enter or tap the > icon to send it any of those platforms will be able to assit. :)

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