How to Speak to an Actual Support Person at Xfinity

Hello and welcome to Comcast @user_swjzd0. Thannk you for taking your time and reaching out to us here. How can we assist you today?

i am the Xfinity customer who is a loyal customer and [Edited: "Inflammatory"], they depend too much  on the chat box and lean heavily, so no customer complaints are taken to the human interface to make decision. There is no way to call the live customer service and speak to. 

1800-934-6489. Please contact this number, and they will help you with everything you need! is an useless phone number programmed to take only customer cell number, validates customer account number and do not give any information except for outage and also gives option for text or reply. This is the automation they have done which they think serve the customer. It limits refund for outage for only 2 incidents. If you have 5 incidents in a month. You get reimbursed for only $10 for 2 incidents.

SLA  AND REFUND/CLAIM :

So this is violation of SLA from customer service provider.  Customer still have to tolerate additonal incidents over and above 2 incidents example. I have 5 incidents happening a month due to service interruption. You get reimbursed for only 2 incidents. This is how it is working currently You cannot claim more than 2 incidents. This is how it has been designed

This is not the way to run customer service business. It is a disaster and neglects human side of the factor. you cant even escalate . I normal business customer service when they complaint  they have a service request number and  you have documentation , in Xfinity the practice is not there, with out a service request number. hence lacks accountability and responsibility. It is taking customer for granted. It is a technical, functional issue in the business of IT. No incident are being recorded when customer request AI chat box assistant.

You talk to machines which just updates the data through AI/ML chatbot.  Xfinity customer service is degrading, soon they will notice customer leave due to poor availability, poor customer service, highly unreliable and violation of SLA.  In june 2025 that is today june 26'th. I have more than 5 outages in this month with atleast 6 hours one day and several hourly outages in peak hours and non peak hours.  I did not get the Service request number (ECM number} so far. Hence front end and back end of customer service process is very bad. This is with experience i am talking. Please escalate the issue and have a live person talk to me. I live in 5423 switch grass lane, Naperville, IL,  This is the story of a hapeless loyal customer. I definitely need to see any alternative better in that area as customer service [Edited: "Language"] and no one to attend to. This is a perfect case of neglect to cultivate loyal customer. I am very disappointed as customers are taken for granted and no feedback loop.

See the reply from customer service after 2 hours. Hi [Edited: Personal Information], welcome back. This [Edited: Personal Information], please give me a few moments to review the conversation so we can pick up right where you left off.

This is the lip service from Xfinity customer service

Hello user_l3t44c thank you so much for taking the time to reach out to us here via our Xfinity Forums regarding your recent experience. We are here to help as much as possible, and would love to review your account to see what's been done already and what else we can do to help improve the quality of your services. 

Please send a direct message by clicking the chat icon in the upper right corner of the page, clicking on the pen and paper icon, and then entering “Xfinity Support” in the “To” section. Please include your name and address, and we can get started anytime.

As a quick reminder, please refer to our Xfinity Forum Guidelines for information on posting publicly, as we do want you to be as safe as possible when letting your thoughts be known here on the Forums. 

I think as customer service, you need to own the responsibility and accountability. You need to set the customer service and expectations right. This is not the way to silence the customers. Ultimately copany as a whole will lose because of your poor customer service and no interface to human factor. You dont realize customer frustration , lack of availability. In this day and age if you dont give service high availability, customer service. The company is going to go down if you dont improve. You should listen to customer feedback if you want to improve and you should not mask by saying or covering up with your ethics etc. This is not right.  Please make every effort to help customer not an AI assistant will solve customer problem. You dont have decent Service request number to process customer service and you dont have accountability and responsibility as you dont have documentation about the incident to track and hence you ignore. Hence your customer service Sucks!. I agree with all like minded  loyal customer. You need to improve seriously. You are violating SLA.

I support you , i am a loyal customer, I endorse your message, Xfinity support service suck

Hey there, user_fcx2sn, thanks for reaching out through Xfinity Forums regarding the issues with your service. We would be happy to take a look at your account to confirm the service interruption details. I know how important it is to be up and running! 

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
Press Enter to send it.