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user_x6rtxy
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4 Messages

Saturday, December 7th, 2024 12:47 AM

How do I speak to an actual person?

The 1-800-XFINITY number goes in circles. It said “you can speak to a live agent at any time” then would not transfer me to a live agent. Absolutely abysmal customer service. Xfinity assistant is even worse. I had an appointment set up for a technician visit, confirmed the visit, then get a message the appointment was cancelled?? How do you speak to an ACTUAL person. Whoever is in charge of Xfinity’s customer service should be fired.

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Updated 

6 hours ago

1.2K

11

user_x6rtxy

4 Messages

4 months ago

Already DMed Xfinity Support as well

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user_5a7c42

Visitor

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1 Message

Same as the below comments. The one of 5 calls I was able to get to a real person and was making some progress was without warning dropped. I am afraid I lost a few times with the robo, a completely out of my mood, with sweet young woman's voice. I swore at her after I was clearly not going to get to a real CSR. Sick and tired to the point where after many years I am getting ready to drop their services. Not worth the non-existent real person customer service. Disgusting. 

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6 hours ago

0

user_x6rtxy

4 Messages

4 months ago

When you get around to answering this, here is my question in a more detailed manner: How do I speak on the phone (not over text) to an actual human being without having to go through time consuming troubleshooting steps each time? I do not need to turn my gateway off and on for the 10th time today, I need to speak to an actual person. It would help too, if I could tell them what I need over the phone so I wouldn’t have to waste literal HOURS of my time and theirs over this incredibly ridiculous online platform…

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user_zvbext

2 Messages

4 months ago

I would like the answer to this question as well.  Sometimes you know the question is too complicated for the assistant and need to talk to a live agent (on the phone), and it is almost to get them to switch you to a real person (despite repeatedly saying that you can request a live agent at any time).  Is there a magic phrase you can say to the bot that will trigger them to get a live agent.  Today I finally got one after repeating live "agent now" for about 10 minutes.  This is super frustrating.  

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stuckey419

Visitor

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1 Message

4 months ago

My Ethernet port is non functional,  dipspit virtual assistant has restarted and tested my modem a minimum of 6 times.  Just goes in circles.  No option to speak to someone or something with actual intelligence, the artificial is dumber than a box of rocks. Time to find a new provider!!!  Not the only game in town.

1

XfinityBillie

Official Employee

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3.2K Messages

@stuckey419 Thank you for taking the time to reach out to us here on out Xfinity Forums. I understand the frustration if you haven't been able to reach an agent and the troubleshooting steps aren't changing. We are here to help! Just to clarify, are you trying to use both Ethernet ports? Are you attempting to connect a stand-alone router? Or are you just using one port and trying to connect a device via Ethernet? Also, can you confirm if you are using an Xfinity gateway or your own modem? If it is your own modem, can you please confirm the make/model for me?

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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4 months ago

0

user_x5e38r

2 Messages

4 months ago

I am in the same situation.  I keep getting told to go through the troubleshooting steps, which is impossible when the issue is that you have no connection.  Can an actual person please respond so I can explain why this has happened and also to schedule an appointment for a technician to come to my house?

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user_tj4jrl

1 Message

2 months ago

sooooo, whats the answer? How do I speak to someone live??

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XfinityJosephA

Official Employee

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1.6K Messages

Hello, @user_tj4jrl how are you? Hopefully all is well. To work with us live on a call you will always want to call 1-800-XFINITY (1-800-934-6489) and follow the prompts. As mentioned you can also follow the prompts using the Xfinity Assistant. It can take some time and patience, but our teams on the phone are in position to help. We always appreciate your willingness to work with us.  https://www.xfinity.com/xfinityassistant

 

We will also do all we can to support you on Xfinity Forums! Feel free to create a public post for support. 

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.tick

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2 months ago

user_vc2xb9

11 Messages

@XfinityJosephA​ Xfinity phone bot does NOT let you reach real people. It hangs up on you and tries to dump you on the AI chat which is equally useless. Xfinity needs to get a real customer service number if it wants to keep customers. 

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6 days ago

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user_fzyu0x

1 Message

1 month ago

All I want to do is speak to a live representative and all I [Edited: "Language"] get is [Edited: "Language"] chat sessions when I just want to speak to a [Edited: "Language"] live representative

(edited)

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XfinityDilary

Official Employee

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2K Messages

 

user_fzyu0x Thanks for your comment. I'm sorry to hear you have not been able to communicate with a live agent. We are a team of live agents working digitally to provide support here on our Forums. We can help with any concerns. What specific issues are you currently experiencing? 

 

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.tick

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1 month ago

0

oguvi2

Visitor

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1 Message

1 month ago

The quickest way I've seen to get anyone on the line is to say you're going to cancel service.

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user_r507l6

1 Message

17 days ago

They are liars and thieves. They won't let you talk to a person so they can get away with it

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user_i0l2yb

1 Message

10 days ago

Text 266-278 “On it” and it will prompt you to select what you need help with out of 3 options. Go from there and they will give you a call within a few minutes.

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user_0qzjw6

1 Message

I just followed that advice and I did end up with a 'chat'session, finally! While it was tedious with the back-and-forth, the person I dealt with was patient and after at least 20 minutes of going back-and-forth I did get some satisfaction. Which was, when I signed up to XFINITY on my TV, I was told they were going to fold the NETFLIX charge into the Xfinity bill. To the best of my recollection there was not a chance to object I was just told by XFINITY it was gonna be folded in. So I'll imagine my surprise when it was folded in only for the per month charge of $24.99, when previously I was paying around seven dollars a month!!. As indicated after a tedious chat I did get it removed from that and other bills. Hope this helps.

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6 days ago

0

user_71ezs7

1 Message

@user_i0l2yb​ Its sad you have to do this to get help with service. 

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6 days ago

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user_8wj59g

1 Message

3 days ago

Looking for a new provider this moment as this is the worst customer service I have experienced in my 77 years of living when it's their fault but I have to check. 2 months I have received messages that my autopay has failed and they were cancelling it, when in fact it has not failed. This month autopay was paid on 2/20 and my message came 2/28.

(edited)

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XfinityDena

Official Employee

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3K Messages

Thank you for reaching out about your experience @user_8wj59g. I would be happy to take a look at your account. 

 

Please send me a Direct Message with your name and service address so that I can fully dive into this for you! I will leave you instructions on how to initiate the message with us! I look forward to working with you soon!


- 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.tick

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2 days ago

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