Awful AI

Used to love xfinity, now it’s IMPOSSIBLE to reach agents and you must be redirected 35 times calling back over multiple days to have anything done. I was provided a supervisors number to make access easier going forward and the supervisor has not reached back out all day. Very frustrated with the addition of AI and company changes. The people are great when you can reach them but this is an awful company now with customer service.

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XfinityDilary

Official Employee

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3.4K Messages

2 hours ago

user_ls6nxu. Thank you for sharing your experience. I'm truly sorry to hear how difficult it's been to get the support you need. I can understand how frustrating it must be to be transferred multiple times, spend days trying to reach the right person, and then not receive a callback after being provided a direct supervisor contact. We never want our customers to feel like they're being left without assistance or that it's becoming harder to reach someone who can help. Your feedback about the challenges you're experiencing with our support process is important, and I appreciate you taking the time to share it. We'd like the opportunity to look into your concerns further and ensure they are properly addressed. What specific issues are you currently experiencing?

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user_ls6nxu

Visitor

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4 Messages

I’m moving and it’s been a nightmare ONLY WITH Xfinity. Being told 1-2 weeks to bury a cable and then having a tech sent out prematurely for the 2nd time to hook up internet they “can’t hook up because there’s no cables” being told I have to give it till Friday and then reading online delays can take up to 60 days beyond the 2 weeks is disheartening. People need wifi in today’s world and for some reason Xfinity decided an AI bot was a good idea for a company that has way too many departments and way too many different situations to be using that. It’s upsetting, frustrating, and going to eventually result in legal action against Comcast. Guarantee there will be many lawsuits popping up from many different people in the future based on all the reviews I’ve read just over the last few days.

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1 hour ago

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XfinityDilary

Official Employee

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3.4K Messages

user_ls6nxu. I can absolutely understand why you're frustrated, and I sincerely apologize for the experience you've had during your move. Waiting for a cable burial while receiving installation appointments that can't be completed is understandably discouraging, especially when reliable internet is so important for work, school, and everyday life. While construction and burial timelines can vary depending on factors such as permitting, utility locates, weather, and contractor availability, I recognize that uncertainty around the process can make the situation even more frustrating. I also understand your concerns about communication and the difficulty you've experienced trying to get clear updates. We'd like the opportunity to review the status of your order and any pending work to see what information we can provide. Could you please send our team a Direct Message with your name and service address? Our team can take a further look at this issue.

To send a Direct Message:

Click "Sign In" if necessary

• Click the "Direct Messaging 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 that 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.
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57 minutes ago

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user_ls6nxu

Visitor

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4 Messages

No. I was already in contact with a member over the phone (after yelling for 15 minutes to speak to an agent at the AI) and was told there’s nothing anyone can help me with other than the supervisor who’s number I was given who is not responding. I simply want to let others know they are not alone in this and the company know that this is unacceptable customer service. I don’t want to message anyone I want to actually speak with somebody who knows what they are doing and can get things done. I understand Xfinity uses contracted workers for the burial and this process wouldn’t be ANYWHERE near as brutal if it were easier to speak verbally with a human being who is able to provide answers which seems to be completely impossible under the current system. I spoke to 2 different departments today and with the transferred call I was speaking with a kind lady in TEXAS while I’m in Michigan. This is insanity.

(edited)

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55 minutes ago

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XfinityDilary

Official Employee

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3.4K Messages

user_ls6nxu. I understand where you're coming from, and I appreciate you sharing your experience. You've clearly put a lot of effort into trying to get answers, and I can see why being transferred between departments, struggling to reach the right person, and not receiving a callback as expected would be incredibly frustrating. Your feedback regarding communication, accessibility to support, and the overall customer experience is valuable, and I appreciate you taking the time to voice those concerns. If you change your mind and would like further assistance, we're here to help. Just let us know.

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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47 minutes ago

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Customer Service

user_ls6nxu

Awful AI

XfinityDilary

user_ls6nxu

XfinityDilary

user_ls6nxu

XfinityDilary

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