user_1tko3a thank you for using the Xfinity Community Forums team to reach out today. I know how nice it can be to reach a live representative, and I am happy to inform you that you've found one here in myself. As for contacting our phone line, the direct number would be 1-800-Xfinity or 1-800-934-6489. After dialing the number and pressing the option to call, you would just need to wait until the line picks up and follow the prompts given by the Xfinity Assistant on the other end. The specific steps needed for yourself will vary greatly depending on what exactly it is that you need assistance with.
All that being said, like I mentioned before we are also a team of experts who can assist you on our end as well. What exactly were you looking to address today?
I have called Xfinity many times during the cold and rainy months because my internet is slow or not working. In the past, I contacted technical support, but they only fixed it temporarily—the internet worked for a few hours and then slowed down or stopped again, just like before.
When I called 1-800-Xfinity (1-800-934-6489), the system said my internet was fine. This week, I called again, and the system still said everything was normal, but my internet remained extremely slow or completely unavailable.
I tried reaching a live representative for a whole week, but I couldn't get through to anyone. As a Comcast/Xfinity customer since 2003, I now feel that Xfinity no longer respects its customers.
I have two accounts with Xfinity—today, I decided to cancel one. In the future, I may close all accounts and stop being an Xfinity customer.
If Xfinity does not respect you, should you still be their customer?
Agreed it has become next to impossible to speak with an actual person who might actually be able to solve the problem one may be having.
The automation system is painful to say the least I have tried to change my service address 3x yet still the system had me listed at my previous address which was 5 years ago. As well and this has been an ongoing issue I am again being over billed. When I agreed to use Comcast again after canceling my previous account due to their fraudulent billing practices this time I confirmed that my service was not some temporary agreement package or promotion and was promised that my HSD would remain at that price and because this has been an issue before i even had the conversion recorded by my Google voice service to hold them to it this time, and for the last 3 or 4 years it has but recently they have again fraudulently started over billing me by 50% every month no change In Service, no contact with me at all no notifications just increasing my monthly service by 50% which is considerable on top of that my service has gone to [Edited: "Language"]. So again I am at a point I where I feel I must cancel my service with this company once and for all. I mean what else can I do they don't keep their word, they can't change my service address, my service is terrible 70% of the time and they are fraudulently over billing. But if that wasn't enough I can't even reach an actual person to attempt to try to resolve these issues. Honestly it seems some documentation to the regulatory commission (FCC)would be the best course of action as well as the BBB. Anyone else have similar experience with Comcast? I would think it likely!
Hello @user_80pfft. Thank you for reaching out on our Community Forum. We do not want you to have a bad experience, and most of our pricing is either for 12 months or 24 months. I would love to take a look at your account and see if I can assist you with options for your account. Please send a direct message with your full name and address.
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.
@XfinityMarcus thank you for your reply. . The customer should ALWAYS be right. You explained it well. The chance of reaching a live representative WILL DEFINITELY VARY GREATLY depending on what I need to communicate with an actual person working in customer service! When I need to speak with a relationship it's because I need to speak with a representative! I've had success with troubleshooting and using the bots troubleshooting system which works great. I know when I need to speak with a human being in customer service and it's highly invasive to be interrogated in order to make sure I qualify to have the honor of receiving customer service?? That's in opposition to the whole meaning of CUSTOMER SERVICE!!
The problem is you cannot get through to a live person easily. My service has gone down four times in a month and trying to call them is literally impossible. Chatting is even worse because they have their tech support over seas so there is a lack of understanding what you are trying to tell them and I get to sit here all weekend without service.
Time to find another provider. Maybe ATT will now bring fiber in since they built 3 million dollar townhouses next door.
Greetings, user_3d8eoj! I hope your week has been treating you well. Thanks so much for taking a moment out of your busy day to leave a post on our community forum about getting in touch with an agent. You have definitely come to the right place for assistance.
If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.
To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.
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.
I need a live agent. the AI assistant is ridiculous and can't help with my problem. I can't get around the system to an agent, it keeps looping back to the starting prompts. it didn't used to be this hard to get a real live person on the chat. I refuse to call only to wait on hold forever or be disconnected.
I need a live agent. the AI assistant is ridiculous and can't help with my problem. I can't get around the system to an agent, it keeps looping back to the starting prompts. it didn't used to be this hard to get a real live person on the chat. I refuse to call only to wait on hold forever or be disconnected.
If you start your own thread outlining your problem [leaving out any personal identifying information] you will get help faster as this opens a ticket to an Official Employee here and they will post here to help you.
I am not a Comcast Employee. I am a Customer Expert volunteering my time to help other customers here in the Forums. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please mark an Accepted Answer!
Greetings, @user_kmvt0g! I hope your week has been treating you well. Thanks so much for taking a moment out of your busy day to leave a post on our community forum. I'm sorry to hear you're having issues getting through to someone, but you have definitely come to the right place for assistance.
If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.
To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.
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.
user_cea2vc If you are not seeing an icon in the top right of the screen please try using this link: https://forums.xfinity.com/direct-messaging
Then:
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.
user_zjf0d9 You can reach our phone agents at 1-800-934-6489 or 1-800-XFINITY 7 days a week. We are also experts in all things Xfinity here if you would like our help. Let us know if you prefer to work with us here.
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.
Hello user_yp20jv We would be happy to look into your issue through here if the phone ai is not letting you connect with and agent. If you send us a direct message with your full name and address we can take a look into your account.
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.
I can see where the connection is lost and it's in my alley! Clearly I can see this is where it is at! For the Love of GOD I've been trying and trying to get a hold of an actual human being so I can ask them to come over and plug my cable back in. This box is just dangling from the tall telephone pole! Clear as day! The bots can't compute. I've tried to get an appointment for an Xfinity technician to get up there and hook.me back up! It's in the alley and clear as day. The bots won't let me get an appointment for an ACTUAL PERSON to come here and plug me back in from the telephone pole thing! 3 FN days trying and trying and trying but still... No appointment has been made while I continue to PAY FOR WIFI BUT I NEED A HUMAN BEING APPOINTMENT TO HOOK IT UP WHERE IT GOT UNHOOKED
user_oms7m8 Hello there! Thank you so much for using our Forums and for taking the time out of your day to let us know about your experiqance with the exposed line. We are here to to assist get that secured today, to get started can you send us a DM with your full name and service address? 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
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.
I have never been treated so poorly by a company. Even a customer service person named Rob in Blaine Minnesota said he would help but has now continued to ignore my request of getting my internet to actually work! I’d love for Brian L Robert’s the CEO call me! This reflects poorly on the company as a whole! If I need to I will write him a full complaint letter to 1701 John F Kennedy Blvd Philadelphia, PA 19103
I am not a Comcast Employee. I am a Customer Expert volunteering my time to help other customers here in the Forums. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please mark an Accepted Answer!
If never been treated so poorly by a company in my entire life! 2 months now I’ve been with internet service and NO ONE will help me. [Edited: "Personal Information"], like think a manager from the Blaine, MN store said he could help but is now telling me I’ll be charged for my nonexistent service and he will not return my phone calls. I have been very patient. Two months!!!! 2 months and you’re telling me no one can get my internet up and running? This is the most frustrating company to deal with.
user_6f5u62 Thanks for the comment and feedback. In the future we ask that you please find the most appropriate public board for your question type and post it there. If needed, we may invite you to send us a Direct Message. That said how can we help?
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.
I just went around in ridiculous circles with the ai assistant. I need to speak to an actual person or I am cancelling completely. The online bill makes no sense and the charges are sky high. Impossible to get a person to go over your bill and see if changes can be made. More than frustrating
user_x5weo2 Thank you for reaching out to us. I understand how frustrating it can be when you're unable to get the help you need. Let's work together to resolve your billing concerns. 😊
We appreciate your patience and loyalty as an Xfinity customer. Let's get your billing issues resolved so you can continue to enjoy our services without any hassle.
Will you please send our team a direct message with your full name and full address? ~~~~ To send a "Direct Message" message: • Click "Sign In" if necessary • Click the "Direct Message" icon • Click the "New message" (pencil and paper) icon • Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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.
If someone LIVE doesn’t contact me NOW I’m going to sue the [Edited: "Language"] outta you guys for fraud and theft! This Virtual assistant is [Edited: "Language"]!!!! It says it will connect you to a live agent but never does!!!! Someone answer me with exactly how to contact a LIVE person right now or I’m getting a lawyer and suing your company!
Please post your problem in the correct forum [minus your complaint and four letter words] and an Official Employee will help you. We understand you're frustrated and angry, but that's not the way to get help here. 😉
Thanks.
I am not a Comcast Employee. I am a Customer Expert volunteering my time to help other customers here in the Forums. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please mark an Accepted Answer!
Having dealt with this company most of the day today, I have to tell you that you're post is my favorite one on here, because that is exactly how I feel. I hope you did get an attorney and sue the "4 letter word" out of them.
Amd to the "expert" upset that you're frustrated, advising "that's no way to get help", well enlighten us then, because it's pretty clear you got a lot of people here BEGGING for help & it doesn't look like anyone is getting it.
My service Isn't working it's saying something about it's turned off until I pay my bill but I don't have a bill They had to come out here and fix the lines that were tore down from the Pole and somehow or another they left me a white box I wasn't home but none of my stuff's working and I wanna know why
Could you please send our team a direct message with your full name and full address? To send a direct message:
1. In the top right corner, you'll see a little chat icon near the bell icon. Click the direct message icon
2. Click the "New message" (pencil and paper) icon
3. In the 'To' line, type "Xfinity Support" there. A drop-down list appears. Select "Xfinity Support" from that list (an "Xfinity Support" graphic replaces the "To:" line)
4. Type your message in the text area near the bottom of the window
5. Press Enter to send it. An official employee, such as myself or whoever is first available, will respond. Thanks!
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.
Xfinity is seriously a joke right now. I can't get through to anyone and their AI chatbot will not let me talk to a live person because they state there's an outage in my area. [Edited: "Inflammatory"]. Our power has been restored and I see absolutely no Xfinity or Comcast trucks anywhere. Are you waiting for Christmas? I refuse to pay my bill if I have 0 service and 0 customer service. I will be switching to another company very soon.
XfinityMarcus
Official Employee
•
1.5K Messages
6 months ago
user_1tko3a thank you for using the Xfinity Community Forums team to reach out today. I know how nice it can be to reach a live representative, and I am happy to inform you that you've found one here in myself. As for contacting our phone line, the direct number would be 1-800-Xfinity or 1-800-934-6489. After dialing the number and pressing the option to call, you would just need to wait until the line picks up and follow the prompts given by the Xfinity Assistant on the other end. The specific steps needed for yourself will vary greatly depending on what exactly it is that you need assistance with.
All that being said, like I mentioned before we are also a team of experts who can assist you on our end as well. What exactly were you looking to address today?
12
0
user_cad95l
2 Messages
6 months ago
The problem is you cannot get through to a live person easily. My service has gone down four times in a month and trying to call them is literally impossible. Chatting is even worse because they have their tech support over seas so there is a lack of understanding what you are trying to tell them and I get to sit here all weekend without service.
Time to find another provider. Maybe ATT will now bring fiber in since they built 3 million dollar townhouses next door.
2
user_kmvt0g
1 Message
2 months ago
I need a live agent. the AI assistant is ridiculous and can't help with my problem. I can't get around the system to an agent, it keeps looping back to the starting prompts. it didn't used to be this hard to get a real live person on the chat. I refuse to call only to wait on hold forever or be disconnected.
4
user_35qt9z
1 Message
2 months ago
If i split my bandwidth from gig speed internet to have 2.4ghz and 5G will that affect my 5G speed?
1
0
user_zjf0d9
1 Message
2 months ago
I need a live agent customer service number to call right now. PLEASE
6
user_i1l4tk
1 Message
1 month ago
Virtual assistance is [Edited:Language] you can’t talk to a person that way worst customer service out there
(edited)
6
user_1ttmkd
3 Messages
1 month ago
I have never been treated so poorly by a company. Even a customer service person named Rob in Blaine Minnesota said he would help but has now continued to ignore my request of getting my internet to actually work! I’d love for Brian L Robert’s the CEO call me! This reflects poorly on the company as a whole! If I need to I will write him a full complaint letter to 1701 John F Kennedy Blvd Philadelphia, PA 19103
1
0
user_1ttmkd
3 Messages
1 month ago
If never been treated so poorly by a company in my entire life! 2 months now I’ve been with internet service and NO ONE will help me. [Edited: "Personal Information"], like think a manager from the Blaine, MN store said he could help but is now telling me I’ll be charged for my nonexistent service and he will not return my phone calls. I have been very patient. Two months!!!! 2 months and you’re telling me no one can get my internet up and running? This is the most frustrating company to deal with.
(edited)
0
user_6f5u62
2 Messages
1 month ago
When I call, I get a recorded message about NBC Sports. The message keeps repeating and makes it impossible to even ask for Tech Support.
1
0
user_sas57a
1 Message
1 month ago
I need to add to my plan
0
0
user_x5weo2
1 Message
1 month ago
I just went around in ridiculous circles with the ai assistant. I need to speak to an actual person or I am cancelling completely. The online bill makes no sense and the charges are sky high. Impossible to get a person to go over your bill and see if changes can be made. More than frustrating
1
user_tk1vei
1 Message
26 days ago
Phone number for Xfinity to speak to someone live a person ?
0
0
user_dmfb3i
1 Message
23 days ago
I want to talk a live person about my xfinity bill please call at [Edited: "Personal Information"] thank you i appreciate
(edited)
0
0
user_yp20jv
Visitor
•
2 Messages
13 days ago
If someone LIVE doesn’t contact me NOW I’m going to sue the [Edited: "Language"] outta you guys for fraud and theft! This Virtual assistant is [Edited: "Language"]!!!! It says it will connect you to a live agent but never does!!!! Someone answer me with exactly how to contact a LIVE person right now or I’m getting a lawyer and suing your company!
(edited)
2
user_k7y73g
Visitor
•
1 Message
9 days ago
My service Isn't working it's saying something about it's turned off until I pay my bill but I don't have a bill They had to come out here and fix the lines that were tore down from the Pole and somehow or another they left me a white box I wasn't home but none of my stuff's working and I wanna know why
2
0