Live agent

Why can I not get a live agent? When I request to speak to a live “Agent” the automated service asks me if I want to text an automated system no less than 3 times, it was said numerous time “No… live Agent”. I had 70$ removed from last months bill due to service interruptions, those interruptions started again today so the service credits will resume again. Essentially [Edited: "Language"] service, [Edited: "Language"] customer service, and in the off chance you do get an Agent they want to sell you some other [Edited: "Language"] that’s not needed. No just give me what I pay for. If you want to help, Xfinity, give us a number where a live agent can be reached without the automated system, I’ll validate my account when I am speaking to them.

Responses

XfinityAmandaB

Official Employee

•

1.6K Messages

5 months ago

user_ua4mlj Thank you so much for your post for help with getting support over the phone and these interruptions. Our automated system is designed to prevent unnecessary transfers so you get to the right place for help the first time. Using a live agent or hitting 0 are not options that the system will recognize in most cases you will need to listen to the prompts to make sure your call is directed correctly.

We have started a simplified interruption adjustment experience for all our customers who qualify.

To qualify for this adjustment once services are restored please log into our awesome website:

https://www.xfinity.com/support/account-management/credits/outage/details?client_id=helpandsupport&continue=https%3A%2F%2Fwww.xfinity.com%2Fsupport%2Fstatus With this wonderful self-service option, you can be able to tell us about your experience in the Xfinity Status Center. Please follow the prompts all the way through. You will then be able to review your submission and add the adjustment to your account. Please let us know if you have any questions about this process. We are always happy to help!

0

U

user_gvi7un

1 Message

5 months ago

it’s enough to make you want to cancel! Don’t owe a bill and they take away any option for a live agent. This companies a joke

0

HagensX

Visitor

•

1 Message

4 months ago

I am ready to cancel

1

XfinityPeterH

Official Employee

•

1.5K Messages

@HagensX it saddens us to hear this. Should you truly desire to close your account our team is able to help you. Please send us your full name and complete address in a direct message:

(Full credit to @BruceW for this excellent explanation!)

"Search for Xfinity Support" won't work. To send a "Direct Messaging" message to Xfinity Support:

• Click "Sign In" if necessary

• Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging

• 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

See https://forums.xfinity.com/conversations/email/cant-create-a-new-email-address/605e52b726aa974d63032d02?commentId=606107ea738c7f46a02b830e for an example.

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4 months ago

0

Customer Service

user_ua4mlj

Live agent

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XfinityAmandaB

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