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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.