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user_0wcq0s
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Wednesday, January 15th, 2025 8:53 PM

chat transcript has "null" where I typed

My chat transcript shows "null" where I typed, so I can't really see the full conversation.  Example:

Agent (08:34 pm): currently you are using 300 MBPS speed 

Agent (08:34 pm): so tis speed is upgraded speed

null null Agent (08:37 pm): Your current speed is 300 Mbps, and I have offered you a 500 Mbps speed upgrade.

null null null Agent (08:39 pm): I will arrange the call back for you.

Agent (08:39 pm): from retention team

Agent (08:39 pm): please share your mobile no.

nullAgent (08:40 pm): Thank you!!

nullAgent (08:43 pm): After the callback schedule, you will receive a callback within 20 to 30 minutes.

Question

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Updated 

5 months ago

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XfinityJeniece

Official Employee

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3.2K Messages

5 months ago

Hey there, user_0wcq0s, thanks for reaching out through Xfinity Forums regarding the transcript. How long has it been since the chat took place? Also, how are you accessing the transcript? 

 

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0

user_0wcq0s

2 Messages

5 months ago

It was two hours ago since my chat took place today.  And yesterday, it was one minute after my chat.  Both times the transcript had "null" in it for all of my responses.  I got the transcript by selecting "download transcript" in the chat session after the chat ended,

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XfinityRay

Official Employee

 • 

3K Messages

Thank you for sharing, user_0wcq0s. Those are the right steps to download and view the conversation. I am not seeing this as a known issue but did run into this once yesterday so there may be an issue with the chat. You should see both sides of the conversation. 

Please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging icon located at the top right of this forums page.

Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message

 

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