Customer Service non-existent?!

Am I the only one who finds it difficult to speak to a live person for assistance? Why do I need to call back four to five times in order to get someone because your AVR cannot understand what I need?! You say one thing quite clearly over and over again and it's setup to respond yo respond with an irrelevant solution. "Cancel service" does NOT sound like "troubleshooting". Your AVR disconnected the call 2x. Your company purposely makes it hard for the customer service phone number yo be found on the website and app!! Trying to force us to use a BOT for assistance via the chat feature. Ummmmmm, if want to speak to a BOT we wouldn't be calling in.....your AVR talks too much and it's apparent it has NOT been tweaked recently. Not to mention the clacking of the noise I'd NOT required nor appreciated on a call where the clacking is several decimals too high. Second to last your app is garbage!! Lastly, your outage map is always incorrect!! When there is an outage, your app tells customers we do NOT have an account nor does it list the outage. Your website however, finds my information and still doesn't list the outage.. but wait give it an hour or 2 we will get lucky to see there's an actual outage.. smh FIX your problems!!!

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XfinityFrank

Official Employee

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1.5K Messages

5 months ago

Hi there, @user_n4ena0! Thanks for reaching out to us here on the Community Forum! We appreciate your feedback and regret that you have had a poor experience. We do feature several ways to get help, including here on the Forum! You can find a full list here. As well as by calling in at 1-800-COMCAST (1-800-266-2278). There may be instances where the map and other venues don't show a problem as it may be in the early stages of reporting or your issue is an individual situation and not area wide. If you need a hand right now, we would be happy to help! Please send a direct message to us by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your full name and complete street address. Thanks!

user_25os8v

Visitor

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3 Messages

You have got to be kidding. Xfinity must have the absolute worst customer service in any industry. Customer dis-service does nothing but read apologies and excuses from a script. When you have the patience to navigate the terrible automated tool and actually get someone on the line, they are of no help. Often you are transferred and disconnected and have to start the process over again. This week I lost internet service and went through all of tools and was eventually told my router is not responding and I would need a technician visit. Ten days out was the earliest appointment. I called and finally got a tech support person on the phone and he set up a tech visit for the next day and confirmed the problem was on my end. Later in the evening, I received a text that evening cancelling my appointment. Today I received a text that Xfinity repaired the internet service issues in my area. Obviously they knew they had a problem and lied to me saying the issue was on my end. I am tired of the excuses and apologies read off of a script by Customer Service people that are of no help, unless you want to add more services.

4 days ago

XfinityBenjaminM

Official Employee

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2.3K Messages

Hello! Thank you for reaching out. We are sorry to hear that you are frustrated. It sounds like our system detected that the issues you were experiencing were due to other reported issues in your immediate area. The notification you received later confirms that the issues were related to the problems in the area, and your tech visit was canceled because of that. We understand that having changes made to an appointment you made is frustrating, especially when the change was unexpected. We are always looking for ways to improve our notification system and how we notify customers. We try to have these notifications out as quickly as possible so that it does not lead to negative experiences that could have been avoided.

In the future, if you require any help or need us to look into your account, whether it be for a service concern or a billing concern, we are more than happy to help you here.

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4 days ago