mommytoharley's profile

Frequent Visitor

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14 Messages

Monday, March 11th, 2024 12:43 PM

Unable to connect to live agent?

I'm looking to reduce my bill and usually have been able to "speak" with someone via Live Chat.

However, I'm encountering "silence".  When I select Chat with an agent, it tells me No problem.  I'll put you in touch with a live agent now.  And then nothing.  Tried several times and same result.

Just want to chat with someone about lowering my internet only bill, but while at work I can't make the phone call.  Chat is my best option.  Really hate to cancel the service, but it may be our option if we can't get a better deal.

Anyone know of a reason why the agent chat option is down?

Accepted Solution

Official Employee

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1K Messages

2 months ago

Good morning mommytoharley

Sorry to hear you are having issues getting connected! No worries, I would love to help you get this sorted out. Chat really is such an easier option! You are in the best hands with our team here on the forums. Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

To send a Direct message:
Click "Sign In" if necessary
• Click the "Direct Message" icon
• 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.

1 Message

2 months ago

xfinity website is down, on and off, fluctuating. I have the same increasing billing problem and trying to chat with an agent but could not. The website is even down, on and off. It seems like they are trying to discourage customers who are trying to complain about their high bills from getting in contact with them.

Official Employee

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990 Messages

@user_jhhhwb We are sorry to hear about the trouble with website. We recommend you clear your cache and cookies, and sign in again to xfinity.com. You also have the option to check on your billing on our awesome Xfinity App. If these options don't work for you, please find the best board to author your question or concern, and post your question publicly. This will open a ticket in our system for us to assist through here. Thank you. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

1 Message

2 months ago

Over $100/month increase in a year and over $150/month increase in 2 years and did not add any services and nobody can explain why the monthly charges have increased 40%.  The chat robot says that some promotion ended, but I am not aware that I was ever provided a promotion, aside from when I was a new customer.
Also, nobody is willing to speak with me to review what my options are for reducing my monthly bill.  All anyone wants to do it add a mobile plan.
$370 a month is killing my budget, and I need help to reduce my costs, this is insane trying to get help.  I understand that I am nobody to you, but a little bit of customer service is all I am asking for.  

Official Employee

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1.4K Messages

@user_nnk7mo Welcome to our Xfinity community forum! Thank you for reaching out so I can review your account for a new promotion that you love. Please send a direct message by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your name and address and I'll be happy to help.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick
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