Visitor
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1 Message
Consistently bad - and worsening - customer support
Unbelievably frustrating experience with live chat. What a waste of time. Super long times to address concerns while the agent waited for information from "the team," with further delays due to the non-stop attempts by the agent to change / upsell our existing services (seems to be standard practice, and worsening over recent years). Even after telling the agent I was NOT interested in any changes to my plan and did not want to waste time discussing that, they persisted with that discussion and delayed addressing the issue for which I contacted them. And THAT issue was related to the failure of an agent in a previous live chat, to follow through on setting up the services which they assured me - twice - they had arranged. Great customer support, Xfinity.
XfinityEricB
Official Employee
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2.7K Messages
7 hours ago
Can you send us a direct message with your full name, name of account holder (if different), and service address please?
To send a "Direct Message" to Xfinity Support:
Click "Sign In" If necessary
Click the "Direct Messaging" icon (speech bubble)
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
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