Contributor
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24 Messages
HOW TO GET LIVE AGENT
This is crazy how hard it is to talk to a live agent at a billion dollar telecommunications company. You call the 1-800-XFINITY number and get greeted by an automated machine that checks the phone number you are calling from. Informing you they can connect you to an agent then instead of doing so they hang up the phone. Every single time unless I lie and say it is a billing issue. The agent on the xfinity app is even worse, it just simply ignores what you are asking and asks if it can help you with anything else. How have things gotten so bad? I know all ISP's have bad support but usually you can at least talk to a human without having to lie or be hung up on over and over.
Context:
- I was told by Xfinity that I had to upgrade my Modem/Router. When I called in to do so the SALESPERSON on the phone kept insisting that I change my cable package because it will save some money and there would be no interruptions to my service. BOY WAS THAT A MISTAKE.
- Once I receive the new router all the cable services stopped working. Spent 2 days about 2 hours each time trying to resolve the issue. I was assured that the issue would be resolved without any issues. It was not I was told I would have to change my video equipment so at this time I canceled my cable service with Xfinity.
- After that they randomly sent me a 2nd modem router I did not request or want and then said I would have to go out of my way to return it. I told them no on the phone and told them to remove it from my account. They again assured me they had done that and then I randomly get a message saying return your equipment or you will be billed.
- On top of all of this my site has lost internet 5 days in a row every time for unplanned maintenance.
HOW DO YOU GET IN TOUCH WITH A HUMAN INSTEAD OF A MACHINE THAT IGNORES YOU OR JUST HANGS UP ON YOU?
its a simple question but it seem to difficult for such a large company I will be going elsewhere for my internet services moving forward and will only tell the truth about how terrible xfinity services and support is. I write this as a warning to anyone about what to expect when you are dealing with residential xfinity.
user_f7c37c
Contributor
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24 Messages
12 hours ago
I will be checking back periodically to see if I get a response or any information for future xfinity clients to understand how to actually talk to a human on the phone when its needed.
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user_f7c37c
Contributor
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24 Messages
12 hours ago
Update after being on the line with someone finally for about 45 minutes and requesting an email confirmation for the changes that were made on my account because they never follow through on what is said on the phone so I wanted it in writing and I was just hung up on and disconnected. Have to go back through the auto hang up bot you guys call your automated phone whatever but this is ridiculous.
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user_f7c37c
Contributor
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24 Messages
12 hours ago
I think their customer service strategy is to just sit in silence and hope the awkward silence will get you to hang up and if not they will when they realize you wont. It is so unbelievably bad.
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XfinityEva
Official Employee
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2.4K Messages
12 hours ago
@user_f7c37c Hello, and thank you for reaching out and sharing what’s going on. We truly understand how important this situation is for you, and we’re sorry for the frustration it’s caused—this certainly isn’t the experience we want for you.
While this forum isn’t an instant messaging service, we are more than happy to assist you further. Please send us a direct message with your full name and service address, and we’ll be glad to review your account and help however we can.
We appreciate your patience and look forward to assisting you.
To send a direct message:
· Press Enter to send it
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user_f7c37c
Contributor
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24 Messages
12 hours ago
No you will not be able to resolve my issues this is a PSA for anyone to know how difficult it is to get in touch and how even when you do you will get hung up on by support. I am in the awkward silence now for 20 minutes while waiting to transfer to a supervisor. How long before they hang up do you think? Another 10 minutes?
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user_f7c37c
Contributor
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24 Messages
12 hours ago
Udparte:
- Have been sitting in silence for 20 minutes since I was told that I was being transferred. No one answering me just silence. I have to imagine it is intentional because I cannot think of any way ot provide worse customer support. Is it possible to talk to a competent person with xfinity support somehow? Or is that an impossible task?
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user_f7c37c
Contributor
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24 Messages
11 hours ago
Update: For the first time 1/25 times I got someone who seems willing to help me. We will see how it turns out and update here. But if the best we can hope for when calling xfinity is a 4% chance to be helped by someone who can and will..... That is a terrifying thing and I think I will look elsewhere for my services moving forward.
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