Visitor
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1 Message
Frustrated with Xfinity Chat Support Experience
I had an internet connection issue and attempted to resolve it using Xfinity’s Real Chat service.
The first chat agent told me they would reactivate my modem because the problem is caused by my modem's error, and that it would take about 20 minutes. I waited over 80 minutes, and nothing changed — no internet, no activation. (Even until I am typing this)
I then contacted a second agent through the chat service. Shockingly, they said absolutely nothing for 20 full minutes. I sent four messages, waited patiently, and still received no response at all.
Could not solve the problem? It's fine. But why doesn't saying anything at all? To waste my time?
Saying nothing after the agent enters does not make sense at all.
This was incredibly frustrating and felt like a complete waste of time.
XfinityEricB
Official Employee
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2.3K Messages
23 days ago
Can you send us a direct message with your full name, name of account holder (if different), and service address please?
To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon (speech bubble)
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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