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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.
user_asdi1s
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21 days ago
[Edited: "Inflammatory"]. They put me through a transfer of services in order to close the account and remove the balance. Now the account is in my name and I am left with a past due balance of hundreds and they can’t do a [Edited: Language] thing about it. You cannot get in contact with a supervisor. They close tickets with no explanation. Not to mention the high cost of services.
I have been on the phone with reps for around 8-10 hours over the last few weeks. A representative even told me that it was her log off time and she would call back the next day and of course never did.
[Edited: "Inflammatory"]
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user_812zik
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16 days ago
I have been an XFINITY / Comcast Customer for over 20 years. I also swithched my cell phone service to XFINITY . I was hesitant about the cell service, because I had Verizon only for over 20 years. The Sales Rep said I could go from $145.00 a month ( Verizon) to $65.00 . 2 phones , unlimited data , unlimited talk. I was afraid this was a Promo, but it has stayed that amount now for over 2 years. Now , the reason I am writing this Review is about the experience I had on November 4th 2025 . My TV had a frozen screen when I turned it on , it had WELCOME, welcome, WELCOME. I had no choice but to call Xfinity Technical TV Dept . This took about 35 mins to resolve , unfreeze the , reset the Box/TV. Now , before I could get off the phone, the Rep. told me that I could save $30.00 by changing my current plan . Now I have the full Monte of Channels, too many probably . I asked her " WILL I KEEP ALL THE CHANNEL LINE UP THAT I CURRENTLY HAVE "? Yes Sir, you will save money and keep all the Package that you have now. I said OK, We stayed on the phone , and no sooner had I checked off the boxes by email, I lost MGM+ , HBOmax, NETFLIX, Paramount, HBO, and too many more to type. I said , to Rep Xfinity , Hey I'm not getting the channels you said I would keep ! I want my pri-bundle back. Well, she couldn't get it back , that Package Bundle was Grandfathered in , and was not in existence any longer . She tells me, well , you can add the Netflix back for $17.99 a month and subscribe back to the other channels. OK, well this went from a SAVINGS , now getting what I had back for probably $50 more dollars . People , I did not call to change my Plan, Package , Bundle, or payments. This Xfinity Rep basically Scammed me with a promise that she could not keep. The following day I had to talk to a Supervisor , or I was cancelling ALL Services. You don't expect to get FALSE Advice from the Team at Xfinity and it be completely incorrect , misleading , and damaging to the Subscriber's Account .. A Ticket had to be made and I'm still waiting for a period of 8 days before my exception to losing my Grandfather'ed Package back. They can vaporize your current Plan Folks, but it ain't easy , or possible to get it back with the flip of a switch. If they want to lose me as a Customer over trying to ream me for Ala Cart per channel fees , well lose $325 per month or $3900 per year . This is not including the Mobile phones. * [Edited: "Inflammatory"]! IF THIS IS NOT FIXED , RESOLVED BACK TO MY BUNDLE, IT'S ASTA LA VISTA , . I will not do business with anyone that will conduct business this way to a Loyal Paying Customer. Note : DAY 1 phone call was 1 hr. 43 mins. , DAY 2 was 1 hr 22 mins. , DAY 3 to see why my channels had not appeared back 1 hr 10 mins.
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user_eg0kmv
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1 Message
15 days ago
she wouldn't do anything, just disconnected, when I told her this is a know issue with the charging port on motorola G7 power, very disappointing
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user_5h1oya
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23 hours ago
Ebony was real helpful and was a pleasure to speak with five stars for her
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