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user_tqe8o3
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Saturday, February 28th, 2026 1:35 AM

AI Customer Service hung up on me

This should not be allowed. I was speaking to an AI Customer Service agent on the phone and when I asked them if they were a human, they said “yes” and tried to convince me they were human. After I asked for a manager, they hung up on me after 15 minutes. This seems really improper and a little eerie to train your AI agents to do this. If you are using AI agents, tell the human customers that they are in fact speaking to an AI agent and don’t gaslight them. 

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7 days ago

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XfinityChelseaB

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2.5K Messages

5 months ago

Hello @user_tqe8o3, Thanks so much for taking a moment out of your day to leave a post on our community forum. We appreciate your feedback and would be more than happy to help with any account or service concerns you may have. Did you get your concerns addressed already? 

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user_tqe8o3

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No. I was called back by another AI Voice Agent. I would like to talk to a human person. Please help me get in touch with a human.

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5 months ago

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XfinityMarshante

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1.3K Messages

@user_tqe8o3, sorry to hear that your concerns weren’t addressed. I know how frustrating that can be, and you deserve to feel heard and supported. We’d be more than happy to assist and make sure every one of your concerns is properly taken care of. To help us better understand what’s going on and provide the most accurate support, could you share a bit more detail about the issues you’re experiencing?

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

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user_jo254a

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Yes I just spoke to an agent who said they were not AI but I could tell it was definitely AI. I almost told her that her voice just didn't sound as sexy as a real woman's voice. :-) 

It's disturbing on different levels-1. I don't want to talk to a robot 2. It's not human connection and 3. This is taking a person's job. 

May switch to AT&T.  

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5 months ago

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XfinityJohnG

Official Employee

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3K Messages

Thank you for reaching out to our team. I would be happy to help you from here with any account or service issues. What type of issue did you need assistance with?

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

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5 months ago

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user_gviqoo

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The AI is 100% telling people that it's not AI. I asked the "agent" on the phone with me that they sounded like AI and the machine flat out lied and said, "no hahaha I am a human".. Then proceeds to have the most robotic sounding response ever. If you are talking to AI they shouldn't be programmed to lie to Xfinities customers. Those are deceptive practices and shouldn't be allowed. 

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3 months ago

user_pwk7jw

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2 Messages

2 months ago

Same happened to us on text. They lie and say it’s a live agent when clearly it’s AI. Took me an hour to make a simple appointment. Technician cannot and problem still not fixed so we’re going through it again. I won’t pay $300 plus a month to not be able to get efficient help when there’s an issue. Unacceptable! After many years, we are researching switching. 

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XfinityAlfonso

Official Employee

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2.8K Messages

Hello user_pwk7jw thanks so much for taking time out of your day and adding your voice to this conversation here on Xfinity Forums! The Xfinity Assistant is there and designed to help with the most common customer issues and basic troubleshooting, but we understand that it can be difficult to navigate sometimes. 

 

We're happy to help you here with any service troubleshooting and getting anew appointment set up if needed.  Please send a direct message by clicking the chat icon in the upper right corner of the page, clicking on the pen and paper icon, and then entering “Xfinity Support” in the “To” section. Please include your name and address, and we can get started anytime.

 

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

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user_pwk7jw

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No thank you! After wasting an hour with your AI agents, the last thing I want to do is start a chat again. We will only be speaking with a human being the old fashioned way by phone from now on. 

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2 months ago

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XfinityAlfonso

Official Employee

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2.8K Messages

I can completely respect that, user_pwk7jw. Just know that we are always here to help here on our Xfinity Forums. 

 

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

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2 months ago

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user_e8rkpc

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1 Message

7 days ago

I think I just talked to an ai agent as well with a bunch of small talk it was very weird took like 20 mins for what should have been a 5 mins call. 

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