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user_t100ze
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Visitor

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2 Messages

Friday, September 12th, 2025

Customer contact support

I keep on calling customer support and I can never get to an agent. Phone call keeps hanging out due to outage in your area. We cannot connect you to an agent. AI chat box also doesn't work either. Horrible customer experience here. 

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Updated 

4 hours ago

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EG

Expert

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113.2K Messages

7 hours ago

Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.

Please post the nature of your issue in detail right here, but be sure to exclude any personal information, and a representative will reply to you here shortly.

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XfinityQuemekia

Official Employee

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519 Messages

6 hours ago

Hello @user_t100ze I am sorry to hear about the trouble you're having speaking with customer support during your service interruption. I know how important it is to have working services to allow me to do my job and everyday household needs, so I completely understand. Have you checked your account for any updates, we see similar information that is provided through the Xfinity app/website. You can view the service interruption by logging into your Xfinity App it would automatically be displayed at the top, or you can also check on the status by clicking on https://www.xfinity.com/support/status.

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user_t100ze

Visitor

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2 Messages

Hi there, 

The problem is that I was not notified of this before hand. There was a fix yesterday that lasted longer than expected but I was notified bout that. Today's repair was uncalled for and there have been zero updates. My Internet has been on and off and no one is able to assist me. The chat bot also refuses to help due to this "outage" this is unacceptable service

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4 hours ago

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XfinitySean

Official Employee

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92 Messages

I'm sorry the Xfinity Assistant was unable to help. There are some things both the Xfinity Assistant and agents are unable to assist with if there is an ongoing service interruption in the area. We're more than happy to see if there's any workaround we can find though! Please send us a direct message with your full name, name on the account (if different), and service address, and we'll take a look to see what we can do!

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

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.
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4 hours ago

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