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Wednesday, March 12th, 2025

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I was a customer of Xfinity a while ago and I've always had a good experience with them. The customer service agents were easy to reach and very helpful. This new virtual assistant must be keeping guard over the agents with wall fortifications, archers, and a freaking mote. No matter what option I selected or how many times (and there were many times), that I asked to speak with an agent because the stupid AI just kept trying to direct me to billing, the thing kept hanging up on me. I have spent the last hour trying to connect with an agent and it just wouldn't let me. It even kept saying "I will be happy to connect you with an agent if you give me a little more information". I would keep giving it the best info I could but no matter what, it wanted to direct me to billing and when I told it that I needed more help and wanted to speak to an agent, IT WOULD JUST HANG UP ON ME. The virtual assistant on the chat is no more helpful. Kept telling me to sign in to speak to an agent AND THAT'S WHAT I WAS TRYING TO CALL ABOUT. It wouldn't let me sign in!! I have never in my life been so frustrated or dealt with such abysmal customer service. That AI either needs to be improved so that it will ACTUALLY connect you with an agent like it says it will, or it needs to be done away with. Because I don't know if I want to deal with it whenever there is a problem. I was able to figure out the signing in but I still need more technical help and the AI gives me that option and then again sends me to billing and then hangs up on me when I tell it that I don't want to go to billing. I am just so disappointed, angry, and frustrated. I know that AI is up and coming but that doesn't mean it's better. Completely unhelpful and infuriating.  

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Expert

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112.8K Messages

5 months ago

Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.

Official Employee

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2.8K Messages

5 months ago

user_w3bxvr Hi there! We truly appreciate you being a loyal Xfinity customer and taking the time to share your experience with us. We’re really sorry to hear that getting in touch with an agent has been so frustrating—this is definitely not the experience we want you to have.
It sounds like the virtual assistant kept misdirecting your request, and that’s understandably frustrating, especially when you’re already dealing with a technical issue. While we’re always working to improve the AI experience, we know there are times when speaking to a live agent is necessary, and we want to make sure you get the help you need.

 

 

Can you initiate a direct message and start with your full name and address? To start a direct message, you must be signed in. Please click the "Direct Messaging" icon in the top right of the page next to the bell, and send your message to "Xfinity Support". Talk to you there!

Visitor

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1 Message

4 months ago

I’ve been a customer for over a decade and never had so many problems trying to resolve issues with my account. I call and takes up to 45 minutes to talk to an agent after going through a long waiting period of the robot not letting me talk to someone. Then when I finally get someone they promise me they will resolve it and never do and then I have to start all over and call again, last agent I talked to hung up on me after I explained how unhappy I was with all this. I’m at the end of my patients with all this and ready to return everything and not be a customer, the customer service is horrible and for what I’m paying they should do better. 

Official Employee

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2.5K Messages

 

user_4m4cxg Thanks for reaching out about issues with your account. I would be happy to help in any way I can to get you the resolution you need. 

Can you send us a direct message with your full name, name of account holder (if different), and service address please?

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon (speech bubble)

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

 

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

Visitor

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2 Messages

WATCH OUT! when you cancel they will charge you cancelation fee. I was charged $40 for canceling because my speeds were only 37.5 mbps and I was paying for 500mbps. Took hours on phone to cancel. and after being a loyal customer for 14 years they said I broke contract. I asked what about them not honoring the contract speed and they were willing to do nothing. Im moving all of my businessess, and accounts to another company. ATT is charging me 1/3 the price for faster service at one location and Starlink is giving me 3x the speed for 3/4 the price at another location. Xfinity DOES NOT HONOR CONTRACTED Speed and the customer service is HORRIBLE!!!

Visitor

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1 Message

4 months ago

Internet Service is outstanding! Fast and Reliable!
Business tactics are unreliable to say the least.
There are no price locks, every year I have to argue with customer service.
Started at 800Mbps at $50. Two years later $80 for the same.
Then 1.2Terabyte cap. I was surcharged $100 extra. (Instead of switching me to unlimited for +$10)
So customer service convinces me to stay for 400Mbps unlimited for $65.
Then I try out T-mobile home internet for 400Mbps $35 and its works.
I tell Xfinity customer service that I will be switching and all of a sudden they can match price and specs.
Why couldn't you give me that rate from the very beginning????
Then I have to squeeze out of customer service that there is no price lock on that $35 400Mbps.
That next year it will go back to $55. 

Xfinity me and you are taking a break!

Hopefully your tactics change. 

Official Employee

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2.5K Messages

Jose_2v Thanks for the feedback, we really do appreciate it! We are sorry to see you go, however if there is anything we can do to help please let us know. 

 

(edited)

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

Visitor

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1 Message

I bought a Samsung 25 Ultra phone after ten days the phone has heating problems, the battery runs out quickly when opening applications, it does not charge on the car USB only outlet, for ten days I have been trying to exchange it for a new phone and I was now informed that I need to pay the deductible, the law that protects the consumer that any product purchased in less than a month has a technical problem from the factory, it can be exchanged for a new one but Xfinity does not respect the law nor the consumer, do not buy anything from this company to avoid having any hassles.

Official Employee

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431 Messages

Hello user_3i9gof. I appreciate you taking the time to leave your comment, and would be happy to review your Xfinity Mobile concerns further for you. Please send us a direct chat message with your full name, the name listed on the account (if different), and the full service address associated with your account to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.

 

Visitor

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1 Message

3 months ago

This is the worst company with the worst wifi service and worst customer service I've ever had the displeasure of working with. If they weren't the only provider in my zip code, I would have left them years ago. In fact, I'm likely going to stop using xfinity and relying souly on my phone data. My phone doesn't work when it's logged into the wifi anyway. I can't use my phone, my computer, I can't stream any TV or movies, I can't play any video games and I can't do my homework for my education that I'm paying [Edited: "Language"] for.

 Nothing anyone does fixes anything. It only ever gets worse. This is a garbage, [Edited: "Language"] business that's here to scam you out of money for no wifi in return. There are absolutely zero redeeming qualities for xfinity. No matter how many times I reach out for help (well over 5 times) either nothing changes or it gets worse all the while they charge you fees for asking to get help without telling you it'll cost you. I have never in my life hated a company more. This is the WORST company and wifi service I've ever interacted with. 

(edited)

Official Employee

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1.6K Messages

Hello user_y1o0pd. Thank you so much for providing your feedback and sharing the troubles you have had with our services and support. I'm terribly sorry to read of all the issues with the phone, computer and TV services. I understand how this can be extremely frustrating, and I would love to help solve the ongoing issues for us. I see that you have reached out to our peers for help several times previously, but my team is amazing, and we tend to be the team that can actually get things done and issues fixed. If you are willing to allow us one more opportunity to help make the needed changes so that you love your services please let my team get this done for you. 

With number of times you have been in contact with support I am thinking that the normal steps have been completed, so please send us a direct message with your name and service address. We will start digging into the trouble to find the correct solution. 

To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a live chat. 
Click "Sign In" if necessary
Click the "direct messaging" icon or https://comca.st/3J0ir1l
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

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

Visitor

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1 Message

1 month ago

Xfinity has the WORST customer care I have ever dealt with, they are rude and MISLEADING. This is a terrible company. First it is almost IMPOSSIBLE to get a live person on the phone, and if you do they sound like they are reading from a script. I called due to an issue my cable box, while I was on the phone with them, the customer service rep asked if I would like a review of my account to see if he could save me money and of course I would like to save money. Long and Short of the story the customer rep said he could save me $25 a month. I said of course and thank you. Well my first bill came and it was $25 HIGHER that my current bill. And then the fun began I called Xfinity 4 times trying to resolve my issue, I spent more than 3 hours on the phone and there was NO resolution. I started with a chat (which I saved), the chat said the first rep made a mistake and that there was no discount and they could not put me back on my old plan since it was no longer offered (I am sure that is why the first person mislead me) however, they could offer me a deal for that same amount which would include a free cell phone and ipad. So, that agent started the process, and then all of the suddend another agent took over the chat and then that package was not available either. When that agent could not help me resolve this issue, they set up a call. I received a call from an agent who said they would review the phone conversation I had with the first agent and get back to me in a couple of days, well 6 days went by and NO CALL BACK. Then I set up another call, since it is nearly impossible to get an agent on the phone without scheduling a call. Well that call went around and around in circles, the agent kept repeating herself over and over after about 45 mins with my insistence I finally got a supervisor on the phone. That agent reviewed my complaint and assured me the next person she was transferring me to would resolve my issue. Well the next agent sounded good, she told me she needed to review the case and speak with her supervisor and PROMISED to call me back in an hour. Well 19 DAYS LATER no phone call and the issue is still not resolved. Xfinity has cheated me and mislead me to get more money, they have no regard or care for long term customers or do they try to resolve any issues. They are a company that is all about money, unfortunately, if I cancel Xfinity they will just have another customer replace me nor do they care if I cancel my service. I will be canceling my service but my hope is that somehow Xfinity is held responsible for misleading and taking advantage of customers.

Official Employee

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2.4K Messages

 

user_x7nplg Hello! Thank you for reaching out to us. We are sorry to hear of the experience you are having, and we'll do our best to help you. Please send a Direct Message with your full name and address. Here are instructions on how to send a DM in case you need them:

 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

Visitor

 • 

1 Message

26 days ago

Xfinity is the worst and I will never use them again.  They stated that they use the same cell service as Verizon; however, my internet and cell phone connection were not stable.  And instead of crediting my account each time there was an outage, they just sent a message stating there was an outage in the area.  I will always regret leaving Verizon for Xfinity.  They received too much of my money for horrible service and horrible connections.

Visitor

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1 Message

7 days ago

So I just called customer service to address my new Apple Watch isn’t linking to my cellular, when I initially set up my Xfinity mobile I took my brother in laws mobile account, and I finally got to the point I could merge over to my own homes account. My watch when I go to do the cellular on the watch it throws a error in which I called about at 1140pm I was speaking to a gentleman who switched me to someone else and I could still hear the first guy speaking behind the next one when we spoke, and he states he would call me right back and to my surprise the detector says that was a lie. Very disappointed as long as we have been customers of Xfinity’s very disappointed 

Official Employee

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459 Messages

We understand how important seamless connectivity is, and it's disappointing to hear that the support you received was not helpful or timely. We know you've already had a frustrating experience with customer service @user_utey3d. Have you reached back out to mobile support, or are you still needing assistance with your watch?

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
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