Visitor
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3 Messages
Can't speak with a live agent anymore
I've spoken to 5 different agents re-explaining my case about how they overcharged me on my billing statement. The last agent I spoke with had a deal to help resolve the overcharge issue by getting a retroactive unlimited plan. After over 3 hours of repeated lines and discussion, and right as we were about to finalize the agreement, my internet disconnected "randomly." Now when I try to speak to a live agent again, I either get an error saying I can't connect right then, or I'm stuck 2nd in line for over an hour, or it says I'm connected to a live agent but no one says anything??? I can't access anything on my account either. When I try to sign in, the website crashes. When I sign in on my phone, it says "Error: Sorry, this isn't working right now" (or ever...). So I don't even have control of my billing anymore. Wtf. Also, when I scroll up in the Xfinity Assistant chat, I noticed some of the messages were deleted??? Noteably, the ones where I'm asking them to take accountability for a mistake they made. It seems very suspicious, and now there seems to be no real way to reach a real human being who genuinely is going to help. This is my last option before I go complain at an Xfinity store. Can someone for the love of God please help me?
I was speaking with an Xfinity supervisor and they were about to help me set up an unlimited plan with a promotional discount starting in May to waive the mistaken billing overcharge on my courtesy month. I just want help completing this process.
[Edited: Personal Information]
XfinityVictor
Official Employee
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1.6K Messages
2 months ago
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user_jcqbdp
Visitor
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2 Messages
2 months ago
yeah that's their MO that's what they're doing to me so now I can't speak to an agent
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laurajk01
Visitor
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3 Messages
1 month ago
Update: For whatever reason, I learned that the Xfinity website was not working on Google Chrome (unless you use incognito mode); so I finally was able to access the live chat again, but it was still a struggle to reach anyone. It would say I'm connected with an agent, but I would still get radio silence. After like 5 minutes of silence, I ended chat and tried to reconnect a couple more times, each time with the same result. On the 5th time, I waited an hour for them to respond, and it wasn't until I mentioned I just wanted help switching to an unlimited plan that they finally responded. Also find it funny that the first person I connect with is a supervisor... it's as if they flag people's accounts and regular agents are reluctant to provide service to these flagged accounts. Anyways, the supervisor I spoke with would keep buttering me up and being overly nice and was telling me that I had already been on an unlimited plan since 6/26/2025 and that the 300 mbps data plan had unlimited data included free of charge. But yesterday I got a notice saying I'm 75% there to my data limit... so they deliberately lied to me multiple times because I had asked several times to be sure. Also it was really strange because I also brought up the issue with the mistaken overcharge in May, and they just straight up told me that the best they can offer is a $10 credit. I said that was a slap in the face for a mistake they made, and that they didn't even listen to my case. But they definitely were already aware of the situation and just said they would give me a $100 credit right afterwards. And they did, which I'm grateful for, but it really felt like the intent was to just close the ticket and shut me up rather than try to acknowledge their mistake and try to make it right. It was a weird interaction, and I'm posting my experience here to keep them accountable for their actions.
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