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user_hd337b
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8 Messages

Tuesday, November 26th, 2024 7:25 PM

How does one speak to a real person from Xfinity?

I have been having issues with my DVR and the "Assistant" never asks me the correct questions pertaining to my issues. I cannot find any way to talk to a human being. After over an hour on the app and the website, I've managed to figure out how to ask a question. My anxiety over this system is through the roof. I need a human!!

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Updated 

2 months ago

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XfinityThomasB

Official Employee

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1.9K Messages

5 months ago

Good afternoon user_hd337b

Apologies to hear that you are having trouble getting support. We would love to help. What is happening with the DVR? Are you getting a specific error message that is coming up on the screen? Thank you very much for getting us in the loop to help. 

 

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user_hd337b

8 Messages

We will be in the middle of watching a recorded show and it stops and goes straight to the option to delete the program. Occasionally, but not often, it will give a message that there is an issue with playback before it gives the delete option. We have rebooted, unplugged and gone through all the troubleshooting procedures on the website. This happens with every recording multiple times.

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5 months ago

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XfinityThomasA

Official Employee

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2.3K Messages

 

user_hd337b - Thank you for your feedback! This isn't the experience we want and we can help. Have you checked to be sure storage isn't causing this prompt? Does this occur when recording one show at a time, or are you recording multiple shows, and if so, how many?

 

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5 months ago

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user_hd337b

8 Messages

An Xfinity agent has called me and we have worked through some troubleshooting issues. We are waiting now to determine if the issue persists. But we have the upgraded storage DVR and the agent confirmed we have plenty of storage space. Nothing is recording while we are watching playback, and I know for sure the one show that it stops on is recorded when no other shows are recording.

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5 months ago

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XfinityGabriel

Official Employee

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2.2K Messages

 

user_hd337b, Thanks for providing this information. We are happy to hear that you were able to work through some troubleshooting with one of our agents and are now just waiting to see if the issue keeps happening. Was the upgrade to the storage or any changes made to the account recently? How long have you had your current DVR set-top box?

 

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
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
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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5 months ago

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user_hd337b

8 Messages

No upgrades and we've had the box since we joined Xfinity in 2021

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5 months ago

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user_hd337b

8 Messages

2 months ago

UPDATE: The DVR worked correctly for a week or two but it started acting up again. Trying once again to figure out how to contact an actual support person for assistance.

3

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XfinityGabriel

Official Employee

 • 

2.2K Messages

 

user_hd337b, Thanks for that update. I am sorry to learn that the DVR started acting up again. I definitely understand the inconvenience this has caused you, as I never like interruptions when enjoying entertainment on my DVR. We offer our apologies for the inconvenience. You've reached the right place for support from our team of experts. Let's get this fixed. To get started, please send us a direct message with your first/last name and full address. You can start by clicking the "direct message" icon in the upper right page of our forum page. Once you click on that, input our  shared handle Xfinity Support to send us a direct 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
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
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

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XfinityGabriel

Official Employee

 • 

2.2K Messages

user_hd337b, This is definitely not the experience we like to hear about. We will be happy to help with getting that appointment scheduled. Another option is to schedule with our XFINITY Assistant online. Xfinity Assistant can help you schedule an appointment, but first, you should start with some troubleshooting, which should resolve most issues. If troubleshooting in Xfinity Assistant doesn’t fix it, it can help you schedule an appointment. Please let us know how you would like to proceed. 

 

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
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
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

0

user_hd337b

8 Messages

Done. Direct Message sent.

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2 months ago

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