Customer Service

Trying to talk to a human is impossible! You get these chat ai or maybe a rep. The chat reps each time you chat try to sell you a package rather than fix the problem. Then after agreeing to a new package done channels still not included and one set top box doesn't work. I've chatted with 4 reps and still not resolved. They just want to sell me a different plan. Heck yesterday they sold me two plans. I've never seen such a convoluted communications and service AND it's still SO expensive!

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XfinityThomasD

Official Employee

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1.3K Messages

3 months ago

user_usrbpk I appreciate you posting on our Forums and am sorry to hear about your experience online. Our team is available as a portal to assist with questions and troubleshooting as well if you'd prefer.

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user_usrbpk

6 Messages

Also the xfinity app and xfinity browser on a computer both have issues. The app errors when going to manage account, on computer it just loops.

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3 months ago

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user_usrbpk

6 Messages

Oh and while in chat you get disconnected abd have to start over w a new agent. I've been through 7 so far

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3 months ago

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XfinityThomasD

Official Employee

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1.3K Messages

One of the great benefits of working with our team is that in our Forum's DM, we can keep the thread open as long as we need to, so there is no worry about being disconnected. We are not a traditional instant chat team however, but we are always here to help however we can. If you'd like us to see about helping, please send our team a direct message with your full name and address.

To send a Direct Message:

Ensure you are logged in

Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging
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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3 months ago

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