Does anybody work there???

How come I can’t find a phone number to talk to a person? I pay [Edited: "Language"] near $200 a month [Edited: "Language"].

[Edited: "Language"] I paid extra money for a [Edited: "Language"] storm ready device that is supposed to prevent me from having outages. Guess what??? My internet isn’t working….. it sure would be nice to [Edited: "Language"] report it to someone!!!

[Edited: "Language"]

Responses

XfinityAmira

Official Employee

•

4.1K Messages

10 months ago

Hello @user_7zzoc3, thanks for taking the time to reach out to our team on Forums. We value you as a customer, and I am sorry to hear you were not able to reach anyone by phone. Just for future reference, you can contact us by phone at 1 (800) 934-6489.

Rest assured my team is here to help and would love to assist you with your services and billing. To better assist you, please send us a Direct Message. Here are 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

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user_7zzoc3

3 Messages

10 months ago

Thanks for proving my point with the rapid response, 2 days after needing help.

Also I’m not sure if you have tried that number yourself, but I can assure you that there was not a human on the other end.

Now that an actual employee has responded, maybe you can tell me why I purchased a Storm Ready Device just so that I could go 10- 12 hours still with no internet? There was no power outage. Just internet outage. It showed me connected to the storm ready device but would not pass through to the internet. It really would have been nice to talk to someone when I needed the internet to work. Thanks for responding. Sorry you work for a [Edited: "Language"] company that doesn’t value their customers.

(edited)

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XfinityDena

Official Employee

•

3.2K Messages

@user_7zzoc3 I apologize for the delayed response time but thank you for sticking with us to address your questions and concerns. The best communities have most conversations happening in the public boards among our customers with official employees reaching out after some time for additional assistance when needed. For immediate employee assistance it is best to reach out by calling 800-Xfinity, visiting a local service center ( https://www.xfinity.com/local/store-offers?linkId=79599175&q=32.48128%2C-110.9147648 ) or by reaching out with the Xfinity Assistance with the Xfinity App.

Per your Storm Ready WiFi did you get a chance to troubleshoot? The link: https://www.xfinity.com/support/articles/storm-ready-troubleshooting is helpful with the steps to take with the Xfinity App.

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.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

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.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

10 months ago

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user_7zzoc3

3 Messages

Yep zero help, instead of monitoring forums, here is an out of the box old school idea, how about hire someone to answer the phones?

All of you "employees" should quit giving out the 1-800 number. Until you call it for yourself and see how utterly useless it is. I pay your company for a service. When that service that I am paying for isn't being provided I would like to be able to speak to a human being in English to discuss why my service isn't working.

You all have [Edited: "Language"] poor customer service, there is no excuse that is going to make it ok with as big of a company as yours is. The only reason that I am still using your service is it is the only game in town. I will be writing to my congressman to discuss your companies anti-trust behaviors.

(edited)

10 months ago

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XfinityDena

Official Employee

•

3.2K Messages

@user_7zzoc3 I am sorry for how your experience has made you feel. I myself am a customer and have called the number many times. Most customers do prefer to use self-service options so that they do not need to speak to a representative, but representatives are available when needed. You can always request a callback from Xfinity https://www.xfinity.com/support/articles/call-back-my-account-app

Were you able to troubleshoot your device so that in the future you are able to connect?

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.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

10 months ago

0

Customer Service

user_7zzoc3

Does anybody work there???

XfinityAmira

user_7zzoc3

XfinityDena

user_7zzoc3

XfinityDena

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