How to chat with a live agent

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

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!

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. 

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).

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.

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. 

@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?

Hello user_6jlns1 thanks for reaching out on Xfinity Forums. We are all human agents on this platform. What issue can we help you with?

Hello @user_ej6f97, Thank you for reaching out for assistance. Sorry to hear that the changes did not lower the bill. If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.

 To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.

Event his message got auto linked to the old account!!

Hi there! You may be signing in with not the primary on the new account. You can find or set up your new Xfinity ID at xfinity.com and then unlink the accounts: https://www.xfinity.com/support/articles/switching-between-multiple-accounts

The accounts are not linked. My information is on both. And I literally can't login to MY account.

Thank you for giving that a try, let's take a look together at what is going on. May I please ask that you send us a direct message with your full name, current service address and the Xfinity ID? 

To send a direct message: 

• Make sure you are signed in here in the Xfinity Forum. Click "Sign In" if necessary
• Click the "Direct Message" icon (square chat icon in the upper right corner of your screen next to the bell 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

@XfinityEva​ okay if I click sign in, it's going to sign me into my grandpa (who has passed away and not longer has your service's account. Will I still be able to connect with you in a meaningful way if I do that?

I'm not trying to sign into that account, but after entering MY signin information username and password, and doing the 2factor auth... it brings me to HIS account and not mine.

Hello! Did you receive a confirmation of your disconnect? Did you have any equipment to return?

Please send us a direct message with your full name and the address where you had the service. We can confirm the account was closed properly 

• Make sure you are signed in here in the Xfinity Forum. Click "Sign In" if necessary
• Click the "Direct Message" icon (square chat icon in the upper right corner of your screen next to the bell 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

Hi there @user_xfcc0k. I am sorry to hear that you are not able to access an agent. You are in the right place and we are happy to assist you today. 

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.
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

Let me know if you have any questions.

user_rpz03l

Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

To send a Direct message:
Click "Sign In" if necessary
• 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.