Visitor
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5 Messages
Customer service
I've tried three times to post to this forum to no avail. I can't get through to the phone lines. I spent an hour on the phone with the automated system this morning and all it would do was reset my modem and tell me to call back later. After telling the system I wanted to remove services I finally got an agent. I was bounced around to several new agents all of whom needed to start the process over. They tried to upsell me and blame the issue on nonexistent problems. My upload speed is nonexistent. They scheduled a technician but no one came. I once again cannot get through the lines no matter what tactic I try.
Accepted Solution
user_6qen0i
Visitor
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5 Messages
5 days ago
To update, support was never able to help me. The chat here listed above is slow, requires you to once again explain your issue, and requires several "verification" steps before they can even begin "assisting." The agents on the phone also were unhelpful.
A technician did eventually come after three days of support telling me they would come but no one showing up. The technician told me he couldn't help me directly but, that there was an outage in the area due to issues with the lines. He told me the linemen were working on it, it might be done that day (three days after the issue started) and if I wanted to stop getting the run around from the automated system then I should unplug my modem so it can't get stuck restarting over and over. This advice did get me on the phone with an agent but none of the support agents I spoke to would confirm the outage in the area or give me an estimate when it might be fixed. They all would just run through the same useless "advanced technical support" diagnostics of asking me questions about how many devices were connected and if I was using ethernet... ect. It was more time consuming and no more helpful than the automated system getting stuck restarting my modem. I was unable to work for four days before the problem resolved, I believe the resolution was from the linemen completed their work in the area but since the outage was not reported on the online outage tracker and none of the agents ever confirmed this was the issue- I can't confirm it either. I appreciate the technician who heard my concerns and gave me advice even though he couldn't help. His great costumer service in the measly ten minutes I spoke to him was the only positive interaction I had.
I will be looking into switching providers as soon as possible because while I understand that things sometimes break, it is the job of support to communicate accurately about the issue, be transparent about what their doubt to fix it, and to provide customers with real solutions. Instead they were impossible to reach, they lied to me, they did not look at my account history before assessing the situation, and all but one of the seven agents I spoke to were condescending. Total incompetence that would leave any person feeling rightfully angry.
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XfinityRoberto
Official Employee
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1.8K Messages
12 days ago
Good morning and welcome to Comcast @user_6qen0i. I am sorry to hear that you have been having troubles with your Internet speed and have not been able to get a tech or talk to a live person. You are in the right place and we are happy to assist you today.
Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.
Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message
Let me know if you have any questions.
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