1 Message
Talking to a live agent
I’m trying to understand why my bill is so high. I have said I need a live agent over 50 times just for the robot to tell me if I don’t make a selection the call will be disconnected. Why are we charged so much and can’t talk to real people????? Xfinity is starting to get on my last [Edited: "Language"] nerves and I know I’m not alone with this issue. Yall [Edited: "Language"] now!
XfinityPaula
Official Employee
•
1.3K Messages
9 hours ago
Good morning user_b8fn1o. I'm sorry to read of the experience you have been having with trying to reach someone by phone. Personally I love working with my peers over our Xfinity Forums or Reddit when I need help, and I'm not at work, but I have called in recently as well. It's a difficult process compared to creating a post here, but if you follow the prompts it did connect me with a live agent.
Instead of going that way please allow myself and my team here to help out. I know keeping costs low is a struggle many people are dealing with now. You are not alone, and I would love to help out. While assisting my customers we can usually find a new plan that's available with close to the same services, or you may have wiggle room to lower the service and help save more. Let's work together and find the best option for you.
Please send us a direct message with your name and service address. From there I will verify the account and review the services with you to find a plan that works the best.
To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a live chat.
Click "Sign In" if necessary
Click the "direct messaging" icon or https://comca.st/3J0ir1l
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
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user_q4a706
1 Message
7 hours ago
I feel like I wrote this post! It’s EXACTLY how I feel. And furthermore, every time I do call, they have my address wrong and when I enter my correct ZIP Code, they tell me that they don’t have an account listed under that ZIP Code and I have to practically scream into the phone to get someone, and my anxiety goes through the roof every time I call, it’s horrible! And when I do finally get someone, I have to explain this until I’m blue in the face because… I’m sorry to say but the people have a language barrier and they don’t understand and also they don’t speak to where I understand them because of their thick accent. Every time I call, it’s a horrible issue for me. It sends my anxiety through the roof. I’m usually in tears by five minutes into the phone call and they promise me over and over and over that they fixed the address situation and they have promised me this probably 10 times and it’s the same incorrect information! Then the reason why I call is because they get my bill wrong every stinking month and they promised me again. They’ll never get that wrong again. Oh it’s horrible. I need to find another Internet provider.
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