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Monday, October 28th, 2024 7:51 PM

How can I speak with a human about my account?

I am currently paying for a home phone line and internet, and I want to remove the home phone line and select one of the newer internet plans that are much cheaper than I'm paying. I've been going through so many awful loops with the horrible AI assistant that I'm considering cancelling. Is there a phone number or way I can just talk or chat to a human? The AI assistant has not been able to support me as an existing customer who wants to manage multiple services, and I'm considering switching providers. Thanks for any insights!

Accepted Solution

Official Employee

 • 

2.2K Messages

14 days ago

Hello, user_hbhhbi! You are at the right place for assistance with your package. We want your plan to be the best fit for your household needs and at the lowest possible rate. You are in good hands! 

Please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging 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

2 Messages

14 days ago

Thank you! I found and submitted the DM. Should I see this as an email/text interface or livechat? I'm not sure if I should be waiting for a response or can step away.

Official Employee

 • 

2.2K Messages

Thank you for sending over a direct message, @user_hbhhbi! I see it an am responding now. You can come and go as you please in our conversation and will not lose your spot. I am sending a reply to your direct message now. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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1 Message

I am trying to get ahold of a live person too and can’t. I do not see the direct message icon, can someone please help?

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