Why did you stop having humans helping your customers? I waited on the phone for a very long time to only get text instructions with a BOT on the other end. I tried everything to get to a human - no luck. I tried to chat - NOPE! Also a BOT. As much as we pay for this service, there is no way that you cannot employ humans to answer actual questions to your very loyal customers. I will answer the survey when they actually call with my honest experience. I have actual questions that are not aligned with predetermined answers that a robot should be the contact for. I have never had this issue with Xfinity in the time that we've been with you but are VERY disappointed in this change.