Skip to main content

    Support

    Offers

U
user_966a2w
1st Topic
1st Reply

5 Messages

Saturday, February 1st, 2025 5:31 PM

Issues with chat assistance [Edited]

I'm not even sure Xfinity has live agents anymore. I've called tried to get a live agent through the chat assistant and been stuck in a loop. When I call, I've been texted a link to the chat assistant. Through twenty more minutes going through the chat assistant loops, I finally got an option to chat with an agent, but "something went wrong and I can't connect you with an agent right now." The only other option is to call Xfinity again, which we know, routes you back to the assistant.

This is very, very poor customer service.

Question

 • 

Updated 

3 months ago

 • Edited

44

2

0

XfinityThomasA

Official Employee

 • 

2.3K Messages

3 months ago

 

We appreciate your feedback and the opportunity to help in every way we can, user_966a2w. Was this an issue you were experiencing using the Xfinity Assistant? What was the reason you were reaching out? Our team would be happy to help.

 

5

0

user_966a2w

5 Messages

Hi Thomas,

I've had internet connectivity issues over the past two weeks, with outages or slow spikes for hours at a time. Internet will come back within 5-10 minutes, or it can knock out for some time. Manual power cycle usually yields slow speeds until something "corrects," and full internet speeds are returned. It's happened the last three days straight, so it appears to be constant now. I've had perfect service previous to this (besides, say, a rare regional outage). I would like help understanding what has changed.

I have my own equipment:

Motorola MB8611 cable modem with separate router. The event logs show critical 3 error UCD invalid or channel unusable.

Like

Reply

3 months ago

0

XfinityThomasA

Official Employee

 • 

2.3K Messages

 

That info helps, thank you user_966a2w. Have you tried troubleshooting using the Xfinity app, or, any of the recommended troubleshooting steps written by community experts here?

 

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
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
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

3 months ago

0

user_966a2w

5 Messages

Hi Thomas,

Sorry for the delay, yet another internet cut-off.

Yes, I have exhausted the apps, forums, chats, etc Xfinity has to offer. What does it take to talk to a live agent on the phone? No shade to you who is trying to help, but why am I stuck on a forum typing out my experiences or checking technical data instead of talking to a tech who should be helping me interpret that?

It certainly feels like Xfinity doesn't seem to value my time or experience.

Like

Reply

3 months ago

0

XfinityThomasA

Official Employee

 • 

2.3K Messages

Thank you for exhausting the self-service troubleshooting options,

user_966a2w. You can Contact Us in many ways, please choose an option most convenient for you. Our team would be happy to help out here. Let's take a closer look and troubleshoot together. We'll ask a few questions to gain a better understanding and work together toward a resolution. We respect your time and won't circle back to any steps you've tried already. If we're unable to resolve the issue remotely we can help schedule an expert Xfinity technician for an in-home visit, and, follow up with you after to gather feedback and ensure it went well.

If you can please send a direct chat message with your full name and complete service address to “Xfinity Support”, I'd be happy to look into this with you. To do so, click on the chat icon located at the top right of this forum's page.
 
Here are 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

 

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
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
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

3 months ago

0

user_966a2w

5 Messages

Thank you, Thomas.

I would like to dispute that I can contact you many ways. Point in fact, I'm in a forum because I could not a) call b) use chat c) receive a callback, all which is detailed in my main post. You're it.

And while I appreciate you actually responding, I can't let you paper over this glaring issue with customer support. It's a waste of everyone's precious time. I'm sure Xfinity saves a bunch of money doing this as well.

Like

Reply

3 months ago

0

forum icon

New to the Community?

Start Here