Visitor
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1 Message
AI help bot is unhelpful
I have had xfinity for 14 years. I experienced a lightning storm and my router is fried which I went through the troubleshooting with the ai bot. Once it determined that my router wasn't connecting. It told me my only option is to wait 4 days for a technician that I will have to pay for. What can a technician do If the wifi router is fried? And they mentioned a cost. And for what I pay; 4 days to wait for a technician who probably cannot fix my issue is ridiculous. It didn't even offer to send me a new router. The AI bot is not sufficient for troubleshooting. It gets stuck in places where a human would continue to troubleshoot. Things like this make me want to look for a new vendor for cable and wifi.
XfinityNatalie
Official Employee
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981 Messages
39 minutes ago
Greetings, user_3j37te! Thanks for bringing this issue with your modem replacement to our attention. We will definitely look into this feedback to ensure issues such as yours are prevented with the automatic AI bot experience you encountered earlier. Not to worry! You have reached our live team here to help. We can send you a replacement by accessing the account today. Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.
Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message
Let me know if you have any questions.
https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514
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