Visitor
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2 Messages
Is there Any Way AT ALL to talk to a 'live agent' in chat?!? WHY IS THE AI SO STUPID!?!?!
All I'm trying to do is see what my current plan is and why my bill jumped so high - the admin link is broken and wont resolve. So - I used 'xfinity assistant'. First it just sent me a link, to the broken page, at least 4 times. I have told it at least 7 times, in EXACTLY the language it asked in, to "Transfer to a live agent immediately". All it does after that is 'thinking' and NEVER ACTUALLY TRANSFERS ME?!?!!??! Also - apparently I can't schedule a call back either ASAP or by scheduling an actual time and I can only talk to a live agent immediately.
Comcast: you have certainly lived up to your reputation of having AWFUL custom service/customer experience! Good Job!
[Edited: "Personal Information"]
XfinitySara
Official Employee
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2.6K Messages
7 hours ago
Hello, @user_sd7a9x! Our team will gladly take a closer look at things and help in any way we can :) You've come to a great place for support! We just ask that you please keep the Xfinity Forum Acceptable Use Policy in mind when posting.
Could you please send our team a direct message to continue?
To send a direct message:
To expedite your request, we ask that you please include your name and the service address alongside a detailed summary of your request/question. Thank you!
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user_sd7a9x
Visitor
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2 Messages
58 minutes ago
Your designation about this post showing 'personal information': I made sure to edit it alllll out and just reflected my statements and YOUR AWFUL AI follows up.
Here it is again all!
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ME (11:46 am): this link in the admin doesn't work: https://www.xfinity.com/learn/existing/offers-changeplan
ME (11:46 am): it won't resolve and just keeps spinning - I can't even see what current plan i'm on
Xfinity Assistant (11:47 am): I'm sorry, I couldn't find specific information about reporting a broken link for changing Xfinity plans in our help documentation.
Would you like me to connect you with a live agent who can help further?
Xfinity Assistant (11:47 am): Let me look into that.
Xfinity Assistant (11:47 am): I'm sorry, I'm having a little trouble understanding. Are you trying to troubleshoot the website issue, or are you trying to find out what your current plan is?
ME (11:47 am): trying to figure out current plan, see why the cost is so different than what we were paying and see if there is a better offer we could get
Xfinity Assistant (11:47 am): Got it!
Xfinity Assistant (11:47 am): I can help you manage your plan.
ME (11:49 am): no - that link just redirects back to this link which again: isn't working
ME (11:49 am): https://www.xfinity.com/learn/existing/offers-changeplan?intref=xawe%3Abufl%3A0&referrer=xa&CIMA_RETRY=1
Xfinity Assistant (11:49 am): Let me look into that.
Xfinity Assistant (11:49 am): Got it!
Xfinity Assistant (11:49 am): I'm sorry that link isn't working for you. It sounds like you're still trying to figure out your current plan, its cost, and if there are any better offers available.
Would you like me to try and help you with that information another way, or would you like to troubleshoot why that link isn't working?
Xfinity Assistant (11:49 am): I understand that the link isn't working and it's frustrating. I'm sorry for the trouble.
Since that link isn't helping, would you like me to try to find your current plan details, cost, and see if there are any better offers available for you through another way?
ME (11:49 am): sure
Xfinity Assistant (11:49 am): Absolutely, let me see what I can do.
Xfinity Assistant (11:49 am): I can help you manage your plan.
ME (11:50 am): why did you just send me the same link - which AGAIN redirects to the page that DOESNT WORK
Xfinity Assistant (11:50 am): Let me look into that.
Xfinity Assistant (11:51 am): I'm really sorry about the trouble with that link. It seems to be causing more frustration than help, and I apologize for sending it again.
Since that link isn't working, would you like me to try and find your current plan details, cost, and see if there are any better offers available for you through a different approach?
ME (11:51 am): yeah - as long as you don't send me the same link again
Xfinity Assistant (11:51 am): Absolutely, I understand your frustration and I won't send you that link again. Let me see what I can do to help you find your current plan details, cost, and any better offers.
Xfinity Assistant (11:51 am): I can help you manage your plan.
ME (11:52 am): HA! YOU LITERALLY SAID YOU WON'T SEND ME THE SAME LINK AND YOU JUST SENT IT AGAIN!?!?!?!?!?
Xfinity Assistant (11:52 am): I am so incredibly sorry about that! You are absolutely right, I said I wouldn't send that link again, and it was presented to you. I completely understand your frustration, and I sincerely apologize for that error.
Let me look into this immediately to find a different way to help you.
ME (11:52 am): can i talk to a real human in the chat please
Xfinity Assistant (11:52 am): Absolutely, let me see what I can do.
Xfinity Assistant (11:52 am): I am truly sorry that the system keeps presenting that non-working link, despite my attempts to avoid it. I understand how frustrating this must be for you.
Since we're having trouble with the automated system and that link, the best way to help you right now would be to connect you with a live agent. They can directly access your account information, explain your current plan and costs, and discuss any better offers available, without relying on that link.
Would you like me to connect you with a live agent now?
ME (11:52 am): you are useless
ME (11:52 am): yes
Xfinity Assistant (11:52 am): I can connect you with a live agent right away to help with your plan details and offers. Would you like me to do that?
Xfinity Assistant (11:52 am): I can connect you with a live agent right away to help you with your plan details and offers. Would you like me to do that?
ME (11:52 am): yes, again
Xfinity Assistant (11:52 am): It looks like I can connect you with a live agent right away. Would you like me to do that?
ME (11:54 am): please transfer me to a live agent
Xfinity Assistant (11:55 am): I understand you're looking to speak with a live agent, and I can certainly help with that. I've checked, and we have a few options available for you right now:
* **Transfer to a live agent immediately.**
* **Schedule a callback as soon as possible.**
* **Schedule a callback at a specific time that works for you.**
Which of these options would you prefer?
ME (11:55 am): Transfer to a live agent immediately.
ME (12:00 pm): hello??! all you have to do is transfer to a live agent immediately - why are you stuck 'thinking'
Xfinity Assistant (12:00 pm): I understand you're eager to connect with a live agent, and I can certainly help with that. I've checked, and we have a few options available right now:
* **Transfer to a live agent immediately.**
* **Schedule a callback as soon as possible.**
* **Schedule a callback at a specific time.**
Which of these options would you prefer?
ME (12:00 pm): Transfer to a live agent immediately.
ME (12:01 pm): alright - since you can't handle that basic task: please schedule at a specific time
Xfinity Assistant (12:02 pm): I understand you'd like to schedule a callback at a specific time. Currently, the only available option is to transfer you to a live agent immediately. Would you like to proceed with an immediate transfer?
ME (12:02 pm): i've been trying to do that - you haven't actually done that, despite me saying to do it now 5 times
ME (12:03 pm): Download transcripts
ME (12:03 pm): Download transcripts
Xfinity Assistant (12:03 pm): Your transcript download will begin shortly.
ME (12:03 pm): Transfer to a live agent immediately.
Xfinity Assistant (12:03 pm): I can certainly help you with that! To make sure I connect you with the right specialist, could you please tell me a little more about why you'd like to speak with a live agent?
ME (12:03 pm): how about you read the transcript as this has already been asked, and answered.
ME (12:04 pm): ITS THIS CONVERSATION!?!?!?!?!
Xfinity Assistant (12:04 pm): I sincerely apologize for the misunderstanding and any frustration this has caused. I understand you're referring to our current conversation.
To clarify, when I ask for the reason, I'm trying to understand the *topic* of your issue (for example, billing, technical support, or a service change). This helps me ensure I connect you with the specific live agent who specializes in that area, so you don't have to explain everything again once you're connected.
Could you please tell me what your Xfinity concern is about today? This will help me get you to the right person as quickly as possible.
ME (12:05 pm): here - I will copy/paste it again since you aren't intelligent and suck as an ai assist
ME (12:05 pm): > trying to figure out current plan, see why the cost is so different than what we were paying and see if there is a better offer we could get
Xfinity Assistant (12:05 pm): I understand your frustration, and I truly apologize for the difficulty you're experiencing. Please know that my goal is to help you as efficiently as possible.
If you could please share the reason for your transfer request, I will do my best to connect you with the appropriate live agent right away.
ME (12:05 pm): I literally just did
Xfinity Assistant (12:05 pm): Thank you for providing that information. It sounds like you're looking to review your current plan, understand your billing, and explore other offers. I can definitely connect you with a live agent who can help with that right away.
Would you like me to transfer you to a live agent now?
ME (12:05 pm): YES
Xfinity Assistant (12:05 pm): To make sure I connect you with the right specialist, could you please tell me a little more about why you'd like to speak with a live agent?
ME (12:05 pm): trying to figure out current plan, see why the cost is so different than what we were paying and see if there is a better offer we could get
Xfinity Assistant (12:06 pm): It looks like I can connect you with a live agent right away to help you with your plan, billing, and offer questions. Would you like me to do that now?
ME (12:06 pm): YES
ME (12:11 pm): Transfer to a live agent immediately.
ME (12:11 pm): Download transcripts
ME (12:11 pm): Download transcripts
Xfinity Assistant (12:11 pm): Your transcript download will begin shortly.
Xfinity Assistant (12:12 pm): We ran into an issue while downloading your transcript. Please try again shortly.
ME (12:12 pm): Download transcripts
ME (12:12 pm): Download transcripts
Xfinity Assistant (12:12 pm): Your transcript download will begin shortly.
Xfinity Assistant (12:12 pm): We ran into an issue while downloading your transcript. Please try again shortly.
ME (12:13 pm): yes
ME (12:14 pm): Download transcripts
ME (12:15 pm): Download transcripts
Xfinity Assistant (12:15 pm): Your transcript download will begin shortly.
Xfinity Assistant (12:15 pm): We ran into an issue while downloading your transcript. Please try again shortly.
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