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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.
EG
Expert
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110.5K Messages
2 months ago
Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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XfinityAirelle
Official Employee
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2.6K Messages
2 months ago
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!
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user_4m4cxg
Visitor
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1 Message
20 days 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.
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Jose_2v
Visitor
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1 Message
15 days 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.
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user_y1o0pd
Visitor
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1 Message
4 days 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)
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