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2 Messages

Monday, January 23rd, 2023 9:55 PM

live agent

How do I reach a competent live agent?  My wife and I just spent 10-15 minutes on the phone with an agent, the majority of the time was the agent looking up answers to our simple questions.  After one question we were put on hold without notice, and 5 minutes later another agent answered.  When we asked why he was on the phone he had no idea as the call had been transferred to him blind.  We asked that he have someone in charge call us.  I expect that will NEVER happen. 

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14 days ago

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user_6791de

Visitor

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2 Messages

14 days ago

Our 2-year contract has expired and prices increased significantly.  After going around in a variety of circles, we have the following questions.  I believe I have the answers to 1 and 2 from trying to renew my plan on-line.  As I just tried the on-line plan change option, I have question 3.  I did a live chat with an on-line agent who claims to have no ability to get around this fee.  

1 - what is current price to commit to a contract and keep our current service level?

2 - what is the current price to commit to a contract and reduce our current level of service from the 185+ channels to the 125+ channels option?

3.  As an existing customer, I have all the equipment needed for options 1 and 2.  So, I gave up and tried to renew into a 1-year contract on line.  The final page I got to gives me two options to begin my service, a $39.99 fee to have my equipment sent to me, or a $39.99 fee to have a technician come to my home and connect for me.  As I don't need either, I was looking for another option, one that has no installation fee.  The chat agent says that isn't an option and he can't waive the fee, nor can he help me.  

When I asked how to change or update my plan, he says to go on-line or call, neither of those options has been of use to me so far today.  

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XfinityCam

Official Employee

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169 Messages

Those are all great questions. With access to your account, I can 100% answer all of them and help get the changes in place today. I'm not sure what the $39.99 fee is. Usually, that is only for brand new accounts and not established accounts as you have. The options they gave for contacting us was not the full list. You can, of course, reach out to us here on Forums. We also have Reddit, Twitter, and Facebook as options as well. Let's get your account up and see what we can do to help. 

Could you please send our team a direct message with your full name and full address?
To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon
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

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14 days ago

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XfinityCam

Official Employee

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169 Messages

14 days ago

Hello there. Thank you so much for reaching out to us today. Your experience with our phone agents is definitely not the experience we want any of our customers to have. We would be happy to answer any questions you have right here on our Forums. How can we assist you today?

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