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Wednesday, March 6th, 2024 3:33 PM

Chat With Live Customer Service Representative

How can I Chat With Live Customer Service Representative?

Official Employee

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1.1K Messages

4 months ago

Hello, @user_admin2024! Thanks for reaching out by creating a new post about your chat concerns. You may use our Xfinity Assistant here to chat with a live agent 24/7. You can also use this platform (Xfinity Forums) to create posts regarding any service or account questions or concerns you may have, allowing the community as well as our Digital Care Team to help in any way we can. Please let me know if this helps!

2 Messages

I have a question about my bill

2 Messages

I have a question about my bill 

Official Employee

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1.1K Messages

Hey user_69n2im, thanks for reaching out to Xfinity Support on our forums about your bill. I can certainly help answer your questions. When you get a chance, can you send us a direct message so I can help?

To send a direct message:

Click "Sign In" if necessary

• Click the "Direct messaging" icon near the top right of the 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 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 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

1 Message

Where is the option to direct message? I don't see that at all.

Official Employee

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1.7K Messages

Hi there @user_43ude9!  

 

To send a "direct message" / "private message" message to Xfinity Support:

 • Click "Sign In" if necessary

 • Click the "Direct Message" icon or https://forums.xfinity.com/direct-messaging 

 • Click the "New message" (pencil and paper) icon

 • The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

 •  - As you are typing a drop-down list appears. Select "Xfinity Support" from that list

 •  - An "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 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

3 Messages

4 months ago

The Xfinity Assistant just keeps me in an unhelpful loop of asking me what I need and not providing a chance to chat with a live person. How can I chat with a live person?

Official Employee

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1.1K Messages

@user_admin2024 - Have you tried typing something like "representative" or "live chat"? If so, have you tried providing more details about what you need in order to prompt the Xfinity Assistant to get you to a live agent for further assistance? If not, maybe try that next. Otherwise, like I mentioned, you are welcome to create a post on our Forums page to have us address your questions and concerns :)

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

3 Messages

4 months ago

Neither "representative" or "live chat" worked.

The "Xfinity" assistant is more than frustrating.  I can read through the help articles on my own. I need to chat with a person.

Retired Employee

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5.9K Messages

@user_admin2024 

We apologize you are experiencing an issue with our Xfinity Assistant. Although not real-time, our Digital Care Team is here assisting our customers in this Xfinity Forum, if you would like assistance here. We ask that you please provide additional information on how our team can assist.

Official Employee

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596 Messages

@user_admin2024 Hello, I am happy to be of assistance. Can you please send us a DM. You can start by clicking the chat icon located in the top right corner of your forums' page when signed in. Once there, you can direct your messages to "Xfinity Support." Please add your full name and service address to help us locate your account. Let me know if you have any questions. 

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

Visitor

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1 Message

@user_admin2024​ i typed " agent ". after three times I got a live chat. Sadly, they are not a lot of help.

Official Employee

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1.1K Messages

 

user_0ea3eb Please share more details on your concern so that we can better assist. 

 

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

1 Message

They suck everything is AI other than the executives

1 Message

3 months ago

i am being charged 10some dollars for a prtection program that I was kind of not given clear justificatiuon on when I was trying to pay my bill on the phone.  I do not want this protection plan    

Official Employee

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784 Messages

Hello there, user_tw7wvh! Are you referring to your XFINITY Mobile service or home XFINITY service?

 

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

1 Message

3 months ago

I have two Xfinity Internet accounts w/ phones at two different addresses.  When I log into my account I can see both internet accounts but only one of the phones.

I need to change the payment method for that phone, but I am unable to find it or register it online and I need a live agent to either link the phone to the internet acct 

so I can make changes or change the billing method for me. Please help  your inept AI customer service is incapable of handling this task. 

(edited)

Official Employee

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1K Messages

Hi there, @user_zgskvl  I appreciate you taking time out of your day and want to ensure you’re able to get in touch with an awesome Xfinity Mobile expert to help get you taken care of. Due to account security, our options with Xfinity Mobile accounts are very limited. We're unable to perform any device or account specific requests over this platform. Have you tried calling or texting 1 (888) 936-4968, or reached out to our secure online chat at xfinity.com/xfinityassistant/?channel=xMobile where an Xfinity Mobile expert is available 24/7?-Richard

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

1 Message

2 months ago

I signed up for Xfinity over the phone  but when they cane out they saw i was paying for AT&T as the modem was connected.

My husband now has alzheimers and I had no idea which service  I was using.   

So the Xfinity guy left and said I had to return the modem to UOS.  

I can't drive so how can I get some help,?

Yes 

1 Message

2 months ago

Why can't I get a live chat agent? This is very frustrating

Official Employee

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1.1K Messages

 

Thanks for reaching out! You try our Xfinity Assistant here to chat with a live agent 24/7. You can also use our Xfinity Forums to create a post regarding any Xfinity service concern. By creating a post, the Community can have an understanding of your concerns. 
 

 

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

1 Message

1 month ago

Am going to dump this cable company the Custer service [Edit: Language] it's horrible you can't reach a live person I don't need this added stress in my life when I want to just solve a problem 

(edited)

Official Employee

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1.6K Messages

 

Hi user_il6gj7,

I want you to know that we are always here to help. Here on Forums you have experts, employees, and customers that are always willing to provide any assistance or support you need. You can always create your own post, and we can follow up with 1 on 1 help. Can I have more details about how we can assist?  

 

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

1 Message

1 month ago

Hello, I have an issue with my account, and the agent asked me to come here to chat with her.

New Poster

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8 Messages

1 month ago

no good help avenues ....

New Poster

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8 Messages

1 month ago

not live , is [Edited: 'Language"]...,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,

(edited)

1 Message

1 month ago

I tried Xfinity Assistant:

  • It is not a live agent.
  • It did not give me any information relevant to my problem. Mostly, it gave me a list of hyperlinks and a list of very general topics.
  • It repeatedly promised, "I’ll put you in touch with an agent if you need more assistance". I repeatedly told it that I wanted to chat with a live agent, but it never connected me with a live agent.

In summary, I did not find a way to use your Xfinity Assistant to chat with a live agent 24/7.

Official Employee

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651 Messages

user_zjb0wh thank you for using the Community Forums page. The Xfinity Assistant is not a live agent but it is meant to help assist customers with a variety of concerns that do not always require an actual person to address. That said, if you were trying to reach an agent and never got connected that is certainly not the experience we want. I would be happy to look into the concerns you are looking for assistance with today.

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

1 Message

1 month ago

Online light on my modem is off again.

Official Employee

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651 Messages

user_0pz2t0 thank you for taking the time to reach out today. I know how important working equipment is and would be happy to get your modem back up and running. Have you already attempted to troubleshoot using the Xfinity Support page?

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

1 Message

Access my Netflix account through my xfinity account 

2 Messages

26 days ago

My internet somehow increased and I haven’t approved the charges. I did not increase it from 50mbps to 150mbps so I would like it changed back

Official Employee

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1.4K Messages

Greetings, @user_dertnk! I hope your week has been treating you well. Thanks so much for taking a moment out of your busy day to leave a post on our community forum about this increase. You have definitely come to the right place for assistance.

 

If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.

 

To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.

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

1 Message

5220 Weslayan St c-304, Houston tx 77005. We are on the seasonal convenience plan since June 3.  Why we are receiving an regular billing but not related to seasonal?

4 Messages

@user_dertnk​  50mbps is less than most cell phones. You should just pay for a great cell phone service and use it as a hotspot if you don't want more than 50mbps. That's very very underwhelming.

1 Message

25 days ago

What must I do to talk to a live person/

Official Employee

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2.1K Messages

@user_1r51vt If you have any questions you can reach out to the Digital Care Team at any time as we are here for your convenience. We are a digital team dedicated to assisting customers with all aspects of their account needs from troubleshooting together to billing inquiries and more. We are available over Xfinity Forums 7 days a week between 6:00 am - 12:00 am EST. If you feel more comfortable and would like to call, you can contact Xfinity by calling 1-800-266-2278. 

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

1 Message

Hi what happened to my 30 day trial for 10

Official Employee

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1.1K Messages

 

user_tea1bl Please make sure to find the most appropriate board and provide more details regarding your concern. 

 

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
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