Skip to main content
user_zazw6z
1st Topic

Visitor

 • 

2 Messages

10/15/2026 11:13 PM

AI Bots are more harmful than helpful

I am experiencing issues with my modem and was trying to get in contact with an agent to understand if it was an at home fix or call a tech fix. It took me 30+ minutes to get in contact with a real agent because the chat bot didn’t understand what I was asking and the AI bots that answer the phones couldn’t interpret what I was asking either. I know they’re meant to be efficient for the Xfinity company but they actually made my experience much harder. 

Question

 • 

Updated 

4 hours ago

5

1

0

Oldest First
Selected Oldest First
XfinityJohnG

Official Employee

 • 

3.3K Messages

4 hours ago

Thank you for reaching out to our team about that issue. I am very sorry to hear about the experience on the chat. Were you able to resolve the issue with the service, or was a service call required?

2

0

user_zazw6z

Visitor

 • 

2 Messages

@XfinityJohnG​ A tech is coming to my house tomorrow to check it out, so I’m not sure yet. But that doesn’t change the fact that the whole process to schedule was more difficult with the use of AI and made my experience frustrating.

Like

Reply

4 hours ago

0

XfinityJohnG

Official Employee

 • 

3.3K Messages

Thank you for the update, I do understand that frustration, and am happy to share that feedback. My first concern was that you were able to resolve the service issue first. 

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 as Best Answer.tick

Like

Reply

4 hours ago

0

forum icon

New to the Community?

Start Here