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user_1f9139
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Visitor

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10 Messages

Tuesday, April 11th, 2023 10:52 PM

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Automated Answering System is Deplorable

I originally posted this on Wednesday, April 27th, 2022. NOTHING has changed. 

I also saw a response on my old thread where an employee said you can get to a human through the forums. How do you do that if you have no internet? How about this - when I call on my phone, you give me an option to speak to a human. Why is that so hard?

Whenever I have an issue or question with my service or account, having to go through the automated answering service turns a potentially routine experience into something terrible. The system is highly aggravating. It feels to me like it is in place to keep me from speaking to someone or to get me to hang up in frustration so you don't have to deal with me (a paying customer). This should be unacceptable, yet it is par for the course with Comcast/Xfinity. ​

​I have been hung up on by the system, it telling me that an agent cannot help me. So, even though I want to speak to an agent, it will not let me. That should not even be an option, yet it is built into your system. The system sends me some link to an online self-service system. I do not want that. I called to speak to someone to get help, not have you continue to put up roadblocks between me and assistance. ​

​I have tried multiple times to give constructive feedback about the system and my experience. I am told that Comcast cares, changes will be considered, the automatic system is there to help the customers. None of that means anything to me. I do not feel like Comcast cares. There are no improvements to the system, and it does not help me. It is a deplorable system put in place to create a gatekeeper between the customer and assistance.​

Question

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Updated 

1 year ago

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CCKyla

Problem Solver

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411 Messages

2 years ago

I'm truly apologetic that you've had a hard time getting through. I'm not much for sitting on the phone either. We can help you here though! 

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user_1f9139

Visitor

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10 Messages

@XfinityKyla​ 

Did you even read what I wrote? Or perhaps you are an automated response, too.

If the internet is down, which is usually the only reason I call in, how am I supposed to get help from here?

Why can I not get to a human from the telephone number? Why is this interfered with? Why is there a gatekeeper preventing me from talking to a human when I want help?

2 years ago

0

CCKyla

Problem Solver

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411 Messages

2 years ago

You do have the option to speak to a human after following the prompts. You can also stop by any service center, or reach out via Twitter or Facebook on your cell phone.

5

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user_1f9139

Visitor

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10 Messages

@XfinityKyla​ 

Please do let me know where is this option. I have talked to the automated service many times. It tells me to restart my modem before it will let me talk to anyone. It says "An agent will not be able to help you if your modem is offline", which is about the worst excuse for customer service I have experienced.

The automated system sends me a text and tells me to use texting instead of talking to a human. 

It will then hang up on me, which has happened several times.

Again, I wonder if you really are listening or if you are just being dismissive. 

Where exactly is the option to "speak to a human after following the prompts"?

2 years ago

CCJay

Official Employee

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618 Messages

You should be able to get to an agent by pressing 0 through the prompts. We're here to help too. 

To send a direct message [private message]:

  •    Click "Sign In" if necessary
  •    Click the "Direct Message" icon or https://forums.xfinity.com/direct-messaging
  •    Click the "New message" (pencil and paper) icon
  •    The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
  •    - As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
  •    - An "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

user_1f9139

Visitor

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10 Messages

@XfinityJay​

I have spammed "0" and gotten nothing but the automated service telling me again that I must choose one of its answers to proceed. This is not working.

I also do not need suggestions on how to get help here. Again, I want to know how to get a person on the phone when my internet is down. You seem to be trying to tell me other ways to -not- talk to a person. This is not helpful.

2 years ago

0

Again

Expert

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31K Messages

@user_1f9139​ 

While you may not be able to speak to someone on the phone if your internet is down, you apparently have some kind of internet connection because you're posting here.  @XfinityKyla and @XfinityJay are real human beings.  If you need to report your internet down, send a direct message to Xfinity Support as directed above so they can get your information [we don't allow private information to be posted publicly here] and can help you.

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick

2 years ago

0

user_1f9139

Visitor

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10 Messages

@Again​ 

Appropriate name, because "again" you all are NOT getting the point.

Yes, my Internet is working now. I am talking about the myriad times in the past when my internet was down, and I wanted to speak to a human, using the telephone number.

All of you are merely running interference and refusing to understand the issue. Or maybe you do understand, and you are following some agenda to continue to try to steer people away from using the telephone number. Why is this?

Are we, paying customers, being discouraged from using the telephone number to get assistance?

Not a single person here has addressed the actual issue, which is the extreme difficulty and frustration involved in getting help from a human being through the telephone number.

2 years ago

0

cornellheart

New Poster

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4 Messages

1 year ago

I am getting  rid if xfunity for the douk purpose if how bad the automated is.

2

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CCJodie

Problem Solver

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1.3K Messages

@cornellheart Hi there, we would hate to see you go. We're real live people on Forums here to help. If you do need assistance with the account please let us know. 

I no longer work for Comcast.

1 year ago

0

cornellheart

New Poster

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4 Messages

I don't want to type.  The system is horrible.

1 year ago

0

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