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user_2ni48c
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Monday, March 3rd, 2025 11:37 PM

Chat bot is atrocious

Just airing out some frustration here, but that call in voice thing is horrible.  It took over 45 minutes to try to get a human on the other end only for me to give up.  It kept looping back to the main menu and starting the whole process again.  Xfinity is lucky they are the only ones in our area or else I would be posting from a different service.  It's a shame too, I was looking to upgrade my service but the whole frustrating process I have decided I am against it now.  It's not hard to have an option to talk to a live person.

Get your act together!

Question

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Updated 

3 months ago

26

1

XfinityMartyR

Official Employee

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2.2K Messages

3 months ago

Thanks for reaching out, and providing your feedback user_2ni48c. We would be more than happy to help you with your service request. What type of upgrade to your services are you thinking about? 

 

2

0

user_2ni48c

2 Messages

I want a phone call to discuss internet upgrade/tv upgrade to talk to a live person, no chat bots.

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3 months ago

0

XfinityPaula

Official Employee

 • 

1.4K Messages

user_2ni48c I understand. We are real people here on our Xfinity Forums. No AI or bots. Our team is based in the US and part of the corporate team. However since we are a social media digital team we maintain our conversations online. I know how important it is to manage our accounts and I would love to help out. 

Please send us a direct message with your name and service address. From there I will have to verify the account, but we can work together to upgrade or find the services that best fit your needs. 

To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a live chat. 
Click "Sign In" if necessary
Click the "direct messaging" icon or https://comca.st/3J0ir1l
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

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3 months ago

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