For all Xfinity consumers experiencing NO customer service and technical support

To my fellow consumers, It is obvious to any xfinity client (11-11-2023) that Xfinity/Comcast as a company has abandoned regional support, reduced technical support to installations only, outsourced 24/7 support off-shore, and employed AI to maintain current client relationships. Technical support of connection issues is rudimentary at best, provided exclusively by AI "chat bots with limited diagnostic programming, and will only reveal "current" connection status of equipment. No historical connection information which is stored on all xfinity modems is available to consumers, but it is there in your modem and it will reveal connection issues (drops, spikes, signal loss below operating allowances) that only a high level technician (remote or local) can detect. Xfinity will certainly never reveal this information in its consumer app for obvious reasons.

[Edited: "Inflammatory"]

Now, the solution...

[Edited: "Solicitation"/"Inflammatory"].

Responses

U

user_dfb981

Visitor

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1 Message

1 year ago

almost imposable to get a person on phone , live chat lied to me. the website refuses to show rates

sometimes refuses to show current bill

4

0

XfinityDena

Official Employee

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3.2K Messages

@user_dfb981 Thank you for reaching out and sharing your experience with us. I wanted to let you know if you have any questions you can reach out to the Digital Care Team at any time as we are here for your convenience. We are a digital team dedicated to assisting customers with all aspects of their account needs from troubleshooting together to billing inquiries and more. We are available over Xfinity Forums 7 days a week between 6:00 am - 12:00 am EST.

Do you still need assistance with your account? Are you able to view your current billing statements?

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

1 year ago

0

skytrooper1

Contributor

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24 Messages

When you do get someone on the phone, it sometimes is a bad connection and to make it worse you cannot understand the agent.

1 year ago

0

S

spmcclel89

2 Messages

@XfinityDena Prove you are also not a bot Dena

1 year ago

0

XfinityJoe

Official Employee

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753 Messages

@spmcclel89 If you need assistance with your account, Please create a post in the forums and one of our team members will reach out.

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

1 year ago

0

S

spmcclel89

2 Messages

1 year ago

I have an old account that was supposed to be canceled 08/01 when the balance was zero. The account was finally shut off 08/28 and had a balance forward. I was made aware of balance forward 11/15. Not paying old balance and should have received small refund actually.

0

clown

Frequent Visitor

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7 Messages

1 year ago

Yep . Whoever is running technical support should be fired.

Without my permission the Xfinity chat bot has completely messed up my home network. They have zero permission to change the router settings and even less idea what they are doing. Now according to their chat bot I can only access the router setup via a cell phone app - which is going to be very problematical as it is not connecting properly either.

As soon as I drop this connection and try to reconnect I will need the new network password... which I don't have - the only way I can get it, according to Xfinity, is to use the app...which for its own unknown reasons is NOT connecting. I have now wasted more than a couple of hours trying to fix this.. I really have more important things to do than fix stuff that was not broken. Just very shoddy work.

I have been in IT for nearly 40 years and I can't remember EVER anything as frankly stupid and unprofessional as this.

1

0

XfinityJeniece

Official Employee

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3K Messages

Hey there, @clown, thanks for reaching out through Xfinity Forums regarding your technical issues. I would be happy to help you with troubleshooting your account. I know how important it is to have a solid connection, and we want to ensure all of your settings are correct. If you can please send us a Direct Message with your full name and address.

To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
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.

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

1 year ago

0

Customer Service

user_fka183

For all Xfinity consumers experiencing NO customer service and technical support

user_dfb981

XfinityDena

skytrooper1

spmcclel89

XfinityJoe

spmcclel89

clown

XfinityJeniece

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