Skip to main content

    Support

    Offers

U
user_x3ccc5
1st Topic
1st Like

Visitor

 • 

2 Messages

Saturday, April 26th, 2025 7:38 PM

How to chat with a live agent

This is so frustrating. I need to chat with a live agent but literally there is NO way to get ahold of them 

Question

 • 

Updated 

4 days ago

293

5

XfinityThomasD

Official Employee

 • 

1.3K Messages

1 month ago

 

user_x3ccc5 I'm sorry to hear that you've been having trouble getting assistance. Our team and community are here to help however we can as well. What questions or concerns did you have today?

 

4

0

user_x3ccc5

Visitor

 • 

2 Messages

I was told I was going to get the installation fee waived , and it's still on my bill 

Like

Reply

1 month ago

0

XfinityJon

Official Employee

 • 

198 Messages

Hey there user_x3ccc5! I would be happy to assist you with your billing concern. In order for me to review this more carefully and assist you better, I would need some additional information. 

Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.

 

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 and 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

Like

Reply

1 month ago

0

user_bgqn15

Visitor

 • 

1 Message

I was texted that I needed to upgrade my Xfinity Gateway. When I did order new one, I was shown that my current equipment is up to date. What gives?

Like

Reply

4 days ago

0

XfinityJorge

Official Employee

 • 

2.2K Messages

 

user_bgqn15 Hey there! Thanks for using our Forums and for taking the time to contact us. I see you have some concerns about your modem and the recent notification you received. We are here to look into this to provide you with peace of mind. Please send us a DM with your full name and service address to get started.
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
 

 

(edited)

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

Like

Reply

4 days ago

0

user_yqoyyq

Visitor

 • 

1 Message

17 days ago

Agreed it’s over the top frustrating.  I just switched and think I’m going back to AT&T

1

0

XfinityJohnG

Official Employee

 • 

1.8K Messages

I am sorry to hear of your frustration @user_yqoyyq. We would be able to assist you here with any account or service issues. 

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

Like

Reply

17 days ago

0

user_0zxsw0

Visitor

 • 

1 Message

16 days ago

I'm goein thru the exact same thing,right now today,yesterday,too.

My internet is down / with now 

Internet,nobody absolutely nobody will fix it!!! Round in circles,no solutions,won't even let me cancel.

1

0

XfinitySara

Official Employee

 • 

1.8K Messages

Hey there, @user_0zxsw0! Thanks for leaving a comment with your concerns. I'm sorry to hear about the trouble you've been having, and I'd love to see what our team can do to help! We're great to work with because we'll always do everything we can to review and resolve issues quickly. First, have you happened to check the Status Center to make sure there isn't a known interruption impacting your area? You may also what to review these Connection Troubleshooting Tips, which is a great place to start. If you are still experiencing problems with your service, feel free to create a new post in your name, or we can even convert this comment into a post to ensure the proper handling of your particular account. Thank you!

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

Like

Reply

16 days ago

0

user_pqcz2h

Visitor

 • 

3 Messages

16 days ago

I need to speak with a live agent either through chat or on the phone.  None of the "canned" options apply to my situation.  I ordered a new box on Tuesday because my box is overheating and needs to be reset.  The rep I spoke with said it would be sent priority mail for deliver the next day.  I have not received it.  I also never received an email. I did however, receive the new iPad that the rep talked me into with a new "promo" offer.  I simply want confirmation of my new equipment order with the tracking number of my new box.  We continue to have to reset the box about every 4 hours.  The box was supposed to arrive BEFORE the iPad.

4

0

XfinityJeniece

Official Employee

 • 

3.2K Messages

Hey there, user_pqcz2h, thanks for reaching out through Xfinity Forums regarding your box. I would be happy to check on the shipping. I know how important it is to get a box that is working for you so you can enjoy your services. You have reached the right place. 

 

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

Like

Reply

16 days ago

0

user_pqcz2h

Visitor

 • 

3 Messages

Okay.  What do you need to check on it?  Also I just realized my primary account is not receiving any email (it is not the one we use for our day-to-day emails).

Like

Reply

16 days ago

0

user_pqcz2h

Visitor

 • 

3 Messages

I don't understand how this works....do I sit here and wait for a reply like the live chat?  It is Friday night and I'd like to relax.

Like

Reply

16 days ago

0

XfinityNatalie

Official Employee

 • 

103 Messages

Thank you for your patience. I noticed you have messaged us in a direct message. We will proceed with further assistance via direct message going forward. 

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

Like

Reply

16 days ago

0

carla.id111

Visitor

 • 

2 Messages

16 days ago

I am a brand new customer to Xfinity -- and at this point, I just want to cancel my service. Generative AI is supposed to be a support to human interaction not a complete removal of human interaction. I have done all of the troubleshooting steps offered by a bot and an AI comms via phone - none of the steps have worked. I'm dropping calls, my internet is terrible and I work from home. If someone doesn't fix this - I want to cancel service and go somewhere else.

1

0

Again

Expert

 • 

31.7K Messages

@carla.id111​ 

I am a brand new customer to Xfinity -- and at this point, I just want to cancel my service. Generative AI is supposed to be a support to human interaction not a complete removal of human interaction. I have done all of the troubleshooting steps offered by a bot and an AI comms via phone - none of the steps have worked. I'm dropping calls, my internet is terrible and I work from home. If someone doesn't fix this - I want to cancel service and go somewhere else.

Minus the complaints, can you tell us more about what is going on with your dropped calls as well as your "terrible" internet?

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!tick

Like

Reply

16 days ago

0

forum icon

New to the Community?

Start Here