How do I talk to a human...

I’ve been with Xfinity for 3 months. In that time I have had 3 outages; unacceptable! The first was because the technician who came originally didn’t install the equipment correctly so I had to wait 3 days with NO internet before another tech came to fix. Two others since then...and have received no good faith credit to my account. I will have no problem paying an early term fee to go back to Verizon where I NEVER HAD ONE OUTAGE...EVER! If I’m not able to talk to an actual human I will cancel!

Responses

CCAbbie

Problem Solver

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1.4K Messages

3 years ago

@user_d5621a Hello and thank you for reaching out. I am sorry to hear that this has been your experience. I can't imagine how frustrating it would be to have an ongoing issue. I want to help in any way I can.

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. Please include your name and address and I'll be happy to help.

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user_d5621a

Visitor

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5 Messages

@XfinityAbbie Another outage! I work from home and need the internet to do my job and make a living. Unacceptable. Never once had an outage with Verizon. Will gladly pay the early term fee and go back to them!

3 years ago

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user_c17886

Visitor

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3 Messages

3 years ago

Good luck with customer service! It's a cluster even when you actually get to speak with a human.

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XfinityRaul

Official Employee

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1.9K Messages

We'd be more than happy to help clear up any confusion you may have regarding your bill, @user_c17886. In order to get started, can you please send me a private message to Xfinity Support with your full name and full address by clicking the chat icon in the top right?

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

3 years ago

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user_d5621a

Visitor

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5 Messages

Another outage! I work from home and need the internet to do my job and make a living. Unacceptable. Never once had an outage with Verizon. Will gladly pay the early term fee and go back to them!

3 years ago

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XfinityBillie

Official Employee

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3.2K Messages

Hello and thank you for taking the time to reach out to us here on our Xfinity Forums. I'm truly sorry to hear that you are experiencing a service interruption. I work from home as well and know how important that connection is. You can easily check for status information by logging into the Xfinity My Account app.

The app is a great way to manage all of your self-service options like automatic payments, view billing details and my personal favorite, the ability to troubleshoot your services within the app. I would also be happy to provide you an update at well. Please send us a direct message to "Xfinity Support" with your full name and address to get started.

To send a direct message you may need to:
Click "Sign In"
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. tick

3 years ago

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user_d5621a

Visitor

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5 Messages

How does this help me?

3 years ago

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XfinityBillie

Official Employee

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3.2K Messages

We are able to pull up your account in a direct message and assist you with getting a text notification set up as well as follow up with you after the interruption to make sure everything is working well for you after the interruption is resolved. It's important to us that you be able to enjoy your services.

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

3 years ago

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user_d5621a

Visitor

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5 Messages

3 years ago

Another outage! I work from home and need the internet to do my job and make a living. Unacceptable. Never once had an outage with Verizon. Will gladly pay the early term fee and go back to them!

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user_1bdf93

Visitor

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2 Messages

3 years ago

Xfinity has the WORST customer service on the planet. This is my SIXTH attempt to get my phone working. It was agreed we needed a technician to come to our location - said one was coming yesterday between 10:00 and 12:00. NO ONE SHOWED UP! Then I was told none was scheduled. If I had any other choice, I would dump Xfinity instantly.

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user_1bdf93

Visitor

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2 Messages

3 years ago

What does it take to speak with an ENGLISH speaking HUMAN???????????

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XfinityKassie

Official Employee

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1.7K Messages

@user_1bdf93 Good evening! I appreciate you reaching out to our Community Forums Team of experts. My apologies for the experience you are having with your phone services and your appointment. I know how valuable time is, and I would be happy to take a look into your appointment to get you in the right direction for getting your services working. To begin, can you please Direct Message your name and service address?

To send a "Peer to peer" message:
Click "Sign In" if necessary
• Click the "Peer to peer chat" 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. tick

3 years ago

0

Terry0327

Contributor

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215 Messages

I know you are just doing your job but pass this along at the next meeting please.

The customer wants to talk to a person. Xfinity has to give this customer a 7 line instruction to message someone that most likely will not answer till several hours later. Then when they reply and the customer answers any questions it takes several more hours to get another reply.

It takes three days to have a conversation and most likely you talk to several different people. How is this called service.

(edited)

3 years ago

0

Customer Service

user_d5621a

How do I talk to a human...

CCAbbie

user_d5621a

user_c17886

XfinityRaul

user_d5621a

XfinityBillie

user_d5621a

XfinityBillie

user_d5621a

user_1bdf93

user_1bdf93

XfinityKassie

Terry0327

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