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user_aa2689
1st Topic

Visitor

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1 Message

Wednesday, February 1st, 2023 5:36 PM

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Accidentally hit the back button on a live agent while chatting

So I was talking to a live agent earlier and I accidentally hit the back button and when I tried connecting to another agent, it told me "It appears you already have a chat in progress in another window, please continue your chat in that window" how do I go about connecting to another agent?

Question

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Updated 

2 years ago

2.6K

9

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CCDevinC

Contributor

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473 Messages

2 years ago

Hi there! You should be able to close out the window and go back in and get to an chat option. Did you try that ?

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user_b8942b

Visitor

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2 Messages

2 years ago

Doesn't work. This is insane 

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user_b8942b

Visitor

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2 Messages

2 years ago

I even have the chat Id but I can't do anything with it

1

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CCZachary1

Problem Solver

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672 Messages

@user_b8942b I will make sure to pass along your feedback concerning the chat window error. I can assist you further through here. What can I help with? 

I no longer work for Comcast.

2 years ago

0

user_98def6

Visitor

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2 Messages

2 years ago

No closing chat window option, dude, other than End Chat. And apparently that doesn't work either. Neither does exiting and reentering app

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Clafond253

Visitor

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3 Messages

2 years ago

Did this issue get resolved?

Because I just did the same [Edited: "Language"] thing & see now way or how I can get back connected with that agent. When I try to go back and re-do the chat it says I'm already in a chat with an agent && I need to open the window. Well what [Edited: "Language"] window are they talking about!? 

(edited)

1

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CCTambrey

Gold Problem Solver

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3.4K Messages

@Clafond253
If re-opening the chat doesn't work, you are more than welcome to work with us here, and we would love to help with any issues you may be having. Feel free to make a new post detailing your issues, so we can assist. :) 

I no longer work for Comcast.

2 years ago

0

user_e0ba78

Visitor

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2 Messages

2 years ago

This happens to me all the time. This company's internet and customer service are horrible. I'm about to terminate my contract with them, internet never works anymore and I'm paying $100 a month for this. 

2

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CCKimberly1

Official Employee

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842 Messages

This is definitely not the experience we want you to have @user_e0ba78. Will you please send our team a direct message with your full name and full address?
~~~~
To send a "Direct Message" 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. 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

I no longer work for Comcast.

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

2 years ago

0

Clafond253

Visitor

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3 Messages

@user_e0ba78​ 

I'm sorry you've had that expierence.

I'm sure they'll work with u on pricing if your not able to afford that much. 

I only pay 5$ for my xfinity because I qualify for the ACP program. + I have xfinity flex for low Income.

I've never had an issue with customer service.  I might occasionally have a hard time understanding them, lol.

But they've always seemed to help me. 

2 years ago

0

Clafond253

Visitor

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3 Messages

2 years ago

UPDATE ON THE ISSUE;;

If your using the app, you will not be able to go back to your chat via agent.

BUT if your doing it on your browser (Google, or whatever u use) there's a tab on the right side that shows a message picture. There I believe is where you can go back 2 continue your chat with the agent.

2

user_d026a1

Visitor

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2 Messages

@Clafond253​ This does not work.

2 years ago

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CCDanielB

Official Employee

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252 Messages

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" ("Private") message:
Click "Sign In" if necessary
• Click the "Direct Message chat" 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. 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

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

2 years ago

0

user_98def6

Visitor

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2 Messages

2 years ago

It is an unfortunate shortcoming of the app and unfortunately the chat assistant system is coded with the expectation that customers will ONLY be chatting in the desktop site. I already complained to a tech supervisor on this and hope xfinity can fix this ASAP 

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user_d026a1

Visitor

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2 Messages

2 years ago

Did this get resolved? I'm having the exact same issue. They must do this on purpose so people get exhausted with the terrible user interface and drop off. 

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