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user_8f3fec
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Visitor

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2 Messages

Sunday, November 27th, 2022 7:14 AM

Closed

Can't reconnect to Xfinity chat

It says it appears that you already have a chat in progress when I try to reconnect to the agent who was helping me I accidentally exited the window

Question

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Updated 

2 years ago

8.1K

18

CCKrystal

Problem Solver

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385 Messages

2 years ago

Good evening @user_8f3fec. Thank you for contacting our team of experts here on our awesome Forums page. I am sad to read you got disconnected from your previous chat. Not to worry we can get you taken care of. How may we be of assistance? 

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user_8f3fec

Visitor

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2 Messages

@XfinityKrystal​ great what do I need to do 

2 years ago

0

user_bd63b3

Visitor

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1 Message

@XfinityKrystal​ I cannot get back to my chat window 😩 could u help me

2 years ago

0

CCHeather

Problem Solver

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1.1K Messages

@user_bd63b3 

Thank you for reaching out to the Digital Care Team. Please send us a message with your first and last name, as well as house numbers to your service address. To send a "Direct Message" message:

  • Click "Sign In" if necessary
  • Click the "Direct Message" 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 which 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 no longer work for Comcast.

2 years ago

0

CCKrystal

Problem Solver

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385 Messages

2 years ago

Sadly, we would be unable to connect you back to the chat you were on. With that being said we can still help, what can we help with? 

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user_dec8aa

Visitor

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1 Message

2 years ago

I need help and got disconnected with my agent as well

2

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CCKrystal

Problem Solver

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385 Messages

Hello @user_dec8aa. I am sad to read you got disconnected as well. Not to worry, we are here to help. I appreciate you contacting us via our awesome Community Forums. How may we be of assistance? 

I no longer work for Comcast.

2 years ago

0

user_821af5

Visitor

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1 Message

2 years ago

Same problem. Got disconnected from chat.

2

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CCDevinC

Contributor

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473 Messages

Hi there @user_821af5. This is certainly not the experience we want for our valued members.We can assist you with your concerns.

 

To get started, and to locate the account, please send our team a direct message with your full name and full address. Thanks!

To send a "Direct Message" message:

  • Click "Sign In" if necessary
  • Click the "Direct Messaging" icon at the top of the page (looks like a text bubble)
  • Click the "New message" (pencil and paper) icon
  • Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which 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 no longer work for Comcast. 

2 years ago

0

JDykstra

Visitor

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2 Messages

2 years ago

Not only can I not reconnect to agent because chat window crashed the Xfinity assistance REFUSES to let you get another agent and tells you to go back to the previous chat that you had to close!!!! Maddening!

2

XfinityDilary

Official Employee

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2.1K Messages

Hello, @JDykstra! Thanks for reaching out via our Community forums. I'm sorry to hear you are experiencing a similar issue when trying to reach us via our Chat Assistant. We can help with any service concerns here. What do 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 a reply as the Accepted Answer.tick

2 years ago

0

SoVeryFrustrated

Visitor

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1 Message

2 years ago

Why can’t you answer the question about the issue? And don’t tell anyone else to do the sign in and direct message etc thing. It isn’t anywhere on your site. Can’t do it. Help us all. 

2

XfinityBenjaminM

Official Employee

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2K Messages

@SoVeryFrustrated We are very sorry that you are frustrated. As we mentioned before, we're not able to connect you to a previous chat but the purpose of sending us a Private Message with your information is so that we can speak with you about your account without any of your information being posted publicly. 

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_fd533d

Visitor

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1 Message

2 years ago

I'm having the same issue. Why isn't there a "current chats" button. If you're going to lock people out and require them to use a current chat, there should at least be a way to navigate to the current chat.

2

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XfinityPaula

Official Employee

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1.4K Messages

Hello @user_fd533d I'm sorry that accessing chat support has been so difficult and seems impossible. Clearing the devices cache and cookies may help or using a private / incognito mode may allow a new chat page to open. Aside from that my team here in the forums is excellent with helping out with almost any Xfinity account or service. Maybe it's something I can help with here, or by direct message if it is account specific. 

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

user_640268

Visitor

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1 Message

2 years ago

How do I fix this. I have a genuine issue and I can't get back to the chat and it won't let me chat with anyone new because it says I already have a chat open

1

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XfinityThomasB

Official Employee

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1.9K Messages

Hello @user_640268.

Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

To send a "Peer to peer" ("Private") message:
Click "Sign In" if necessary
• Click the "Peer to peer 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 which appears. The "Xfinity Support" graphic replaces the "To:" line

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

user_b729e8

Visitor

 • 

1 Message

2 years ago

Anyone figures this [Edited: "Language"] out? It's sad how they hire people to [Edited: "Language"] even more by not helping. Why are we getting this [Edited: "Language"] message telling us to go back to the previous chat but there is no way and no one is helping with THAT??? What we at least want is to be able to start another chat. How do I do that?

(edited)

1

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CCMichelle

Problem Solver

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788 Messages

I would like to look further into this with you. First can you give me some more details, are you attempting to continue a chat as the original poster is or were you running into the error when attempting to create a new chat session? 

I no longer work for Comcast.

2 years ago

0

user_221168

Visitor

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1 Message

2 years ago

For those of you still having issues connecting with a new agent..clear your browser's cache and cookies. That seemed to fix my issue, i was able to connect with an agent after that. Hope this helps!

0

user_d08bb9

Visitor

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2 Messages

2 years ago

I can't connect back to my live chat I don't know where the chat went there's no where I can go back to it?

2

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CCStephanieK

Problem Solver

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909 Messages

Hello, @user_d08bb9. Is this regarding the chat feature here on our forums or on our website? Have you attempted clearing your cache/cookies to see if it allows you to start a new chat with us? 

I no longer work for Comcast.

2 years ago

0

CCStephanieK

Problem Solver

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909 Messages

@user_d08bb9 - I am not showing a chat here on our end for our live chat feature. Were you working with an agent or was it a brand-new chat? 

I no longer work for Comcast.

2 years ago

0

user_f19063

Visitor

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1 Message

2 years ago

Hi I'm having the same issue with being disconnected from live chat

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user_3619c1

Visitor

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1 Message

2 years ago

Trying to get back in chat cue

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user_a9513f

Visitor

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1 Message

2 years ago

hey everyone,

the problem is xfinity website is storing some session information in your browser. If you open up an incognito window or use a different browser to log in again. It will allow you to chat with an agent. Clearing cache and cookies probably will work too.  Cheers!

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user_799c32

Visitor

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3 Messages

2 years ago

Xfinity support...I lost my chat while I was looking numbers up now I can't get back to him..mobile number is [Edited: "Personal Information"]

(edited)

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