Can’t reach customer service

I have been hung up on 5 times, reached someone finally in billing who hung up on me when I asked for the number to internet connectivity help. The chat won’t send me the link as promised to talk with an agent. What in the hell do you do? This is crazy… I’ve restarted my modem four times. My Internet speed is running at 6% of my plan and constantly cutting out. I work from home half of the time and this is unacceptable.

Responses

XfinityKei

Official Employee

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1.4K Messages

1 year ago

Hi @user_eivrst I’m sorry to hear about your experience and being hung up on. This is not the expereince we want for you. You've reached the right team for help! We can help with many things including billing and connection concerns. I work from home as well and understand how important a reliable connection is needed. Let's troubleshoot together. First lets start with your set-up.

1. How many devices do you have connected?

2. Do you rent our modem or did you purchase your own?

3. Do you have any splitters, extenders or routers as connected?

4. Are you connected using a VPN while working?

5. Are you only using a Wi-Fi connection?

6. Can you run a speedtest via Ethernet and post the speeds results for us? If you use our speedtest site as https://speedtest.xfinity.com/ those results are added to your account.

7. Do you have any connection issues when you're not working?

2

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user_e54y5l

1 Message

Dear Xfinity Customer service,

This is the same experience for me as well. Unable to reach someone to complete a change of mobile plan. There seems to be a loop between the automated bot and then transfer to an agent with no outcome! I spent hours on this with no end in sight. Abysmal customer experience. Very frustrating!

1 year ago

0

XfinityDilary

Official Employee

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2.1K Messages

I'm sorry to hear about your recent experience, @user_e54y5l. This is not how we would like our customer support experience to be. To confirm, is this the phone number you used 1 (888) 936-4968? Did you also try texting or using our Xfinity Chat assistant?

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1 year ago

0

Customer Service

user_eivrst

Can’t reach customer service

XfinityKei

user_e54y5l

XfinityDilary

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