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user_6iaggy
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Friday, April 24th, 2026 11:46 PM

Consistently the worst customer service I have ever seen

I was having trouble getting any internet signal while my router and modem were working fine, so I contacted xfinity customer support to report/get help with an outage. First of all the AI chatbot drove me in circles and it was very difficult to get connected to a real person. Then finally I got connected to live agent Prajwal, at first he seemed well meaning but then kept trying to get me to upgrade my plan. After about 20 minutes of not much help, he told me that I needed to upgrade my plan so he could do something like "upgrade the boot file on my modem" (I'm convinced that that's [Edited: "Language"]. Makes no sense). After I told him that I didn't want to upgrade my plan for the third time, he just left the chat...

I think it's crazy that the customer service literally feels like a scam to get me to upgrade. Just wanted to put my experience out there. I have screenshots of all the chats but I don't think I can post them here. [Edited: "Guidelines violation"].

Don't get scammed into upgrading your plan by customer service! They will lie to you and feed you [Edited: "Language"]apparently.

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2 days ago

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XfinityQue

Official Employee

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595 Messages

3 days ago

 

user_6iaggy, hello there and thanks for reaching out. I apologzie about your service troubles. I Can relate on how you felt with your interaction - especially knowing your primary concern were the troubles you were experiencing. I know when I resolve my customer's concerns, I do review their accounts to ensure that they are getting a great deal while being satisfied. Most of my customers also allow their plan changes while their concerns are being handled. I know that sounds rare, but I build relationships with my customers and if they ever need me, my team is here to direct them to me if needed so. I can take a look into your account to see what we can do for you. I dislike that you've had to experience that, but we can take over and review if you'd like. Overall, we want you to feel comfortable and answer your concerns and provide that rapport with one another that grows satisfaction and productivity on both ends. If you need us, please let me know. I can send you the invitation. 

 

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user_6iaggy

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3 Messages

That's nice that you try to help your customers with better deals. The problem I had is that Prajwal was telling me that I need to upgrade my plan and pay more in order for him to fix my internet connection. Then when I refused to increase my monthly bill, he ended the chat. I'm sure you can agree that that sounds less like customer service and more like a scam.

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2 days ago

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XfinityKassie

Official Employee

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2.4K Messages

 

user_6iaggy I can see the concern. Depending on the issue found, for example; If you have too many devices for your current subscription that may be a solution to resolving the internet issue. I'm happy to take a look at what's going on with your internet service and see if it's more a of a repair issue, or a subscription issue. When you get a moment, please send a Direct Message with your name and service address. I look forward to working with you today! 
 
Click "Sign In" if necessary
Click the "Direct Message" icon Click the "New message" (pen 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.
A "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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2 days ago

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