Visitor
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4 Messages
How do I get in touch with an agent?
According to the Xfinity app, there is yet another outage in my area this week and I am going to be without an internet connection for the next ~3 hours. The first one this week was for about 5 hours on Saturday.
While the outage on Saturday was inconvenient, this outage is affecting my ability to do my job. I can’t get an answer as to whether or not these are planned outages or unexpected outages since I can’t get through to a real person on the phone. The Xfinity AI assistant is not helpful at all, and the prompts indicate they cannot connect me with an agent.
I pay a lot of money for this service and it doesn’t appear there is any actual customer service to speak of. It’s gone beyond frustration and is affecting my ability to do my job at this point.
user_dqrz8o
Visitor
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4 Messages
24 days ago
The phone number will not allow me to speak with an agent, and every time I refresh the outage information the estimated time it will be restored gets later. This is extremely frustrating.
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user_dqrz8o
Visitor
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4 Messages
24 days ago
It is now 55 minutes past the estimated time of services being restored and I still have no service and cannot get through to a real person via 1 (800) 934-6489.
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user_dqrz8o
Visitor
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4 Messages
24 days ago
Estimated restoration time has now been updated to 2:00 am (4 hours after original restoration estimate) and I still cannot get through to a real person on the phone.
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XfinityJorge
Official Employee
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2.2K Messages
23 days ago
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
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