How can I get any real help with my account?

I've spent the last 2 hours on the phone with 14 (fourteen!) different Xfinity reps. Some who claim they are supervisors. Some from CSA, some from customer loyalty, some from tech support. They all keep transferring me between the departments and refuse to set up a conference or three way call to help resolve the issue.

The issue, BTW, is that I cannot see anything when I click the Change plan (internet) in either the web or the app. It's not my computer or phone as I have tried multiple devices. It could be because I have a CSA lock on my account (due to Xfinity employee changing my service without authorization), and that might be the issue, but noon at Xfinity can tell me!

I'm on hold now withe 15 person (from CSA). I'm trying to get a three way call with CSA and tech support. I CANNOT believe xfinity, a phone company, cannot do a three way call.

Is there ANYONE at Xfinity that both knows what the heck they are doing and has the ability to resolve a problem?

I would love if anyone could help me. Calling the general support number isn't working for me, so is there ANYONE at xfinity can can PM me and I will give you my number and you can call me? Anyone at all that has the ability to resolve issues? anyone?

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EG

Expert

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113.3K Messages

3 hours ago

Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.

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XfinityRichard

Official Employee

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2.3K Messages

3 hours ago

Hi there, @AllanM ! Thank you so much for reaching your Digital Care team. I appreciate your patience while you waited to connect with me. I'm sorry for the trouble you are experiencing when you click the change plan. Please be assured you reached the right person to assist you. Can you please DM me your first and last name, along with your full service address so that I can assist you further.-Richard

Please send a private message by clicking the direct messaging chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section.

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AllanM

Contributor

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28 Messages

I might do that in a few minutes. The 16th person I got transferred to is a tier 2 CSA. He (Pony) seems to know what he's doing and how the Xfinity system works. We are going to lift the CSA lock first, then we are going to set up a new primary user on the account (my logon is primary on my account, but a manager on my daughter's account). Pony seems to be the first person that thinks there might be an issue being a primary on one account and manager on another.

Note, I'm pretty sure his name is Pony, not Tony, but I may have that wrong. he's the first Xfinity person I've ever talked to that knows what's he's doing.

Note, whenever I see "be assured", that is a clear sigh to be worried. Not trying to be funny here.

Final update. After 2.5 hours on the phone with CSA Tier 2, we determined there is no fix. I was able to see the "change plan" option a couple of times in your call, but most of the time when I try, I cannot see the options. Pony will have the CSA lock put back on my account.

If you think you really can add more value, I will send you my info. Please let me know.

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2 hours ago

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AllanM

Contributor

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28 Messages

@XfinityRichard there is no way to DM you.

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2 hours ago

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XfinityMatthew

Official Employee

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831 Messages

@AllanM Here with the Digital Care team we are a corporate team that can fix a lot of different problems or get the right tickets submitted. Feel free to send us a direct message if you want us to take a deeper look at what is going on.

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.
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2 hours ago

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Customer Service

AllanM

How can I get any real help with my account?

EG

XfinityRichard

AllanM

AllanM

XfinityMatthew

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