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user_399jyw
1st Topic

3 Messages

Monday, January 13th, 2025 1:22 PM

Live agent?!

I have been trying to get a live agent on the chat feature for weeks now. I have defective equipment and an internet connection that keeps dropping. The chat assistant has no options for these issues so I get routed into a loop and it ends the chat. Is there ANY way to get an actual person?!

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Updated 

4 months ago

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XfinityThomasC

Official Employee

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2.5K Messages

4 months ago

Hello, @user_399jyw

 

Thank you for reaching out for help with your services. Please provide the details which lead you to believe your equipment is defective. What troubleshooting steps have you performed so far, so we do not ask you to repeat? For example, have you taken advantage of the troubleshooting tools within the Xfinity App? We also offer our connection troubleshooting tips page here. You can report and post screenshots of your results on the forum.

 

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user_399jyw

3 Messages

I tried all the troubleshooting options offered. The new gateway I got was activated a week ago and since then, I have dropped internet multiple times while on work calls. I can hear the gateway running from across my house. The fan or whatever is running inside of it is incredibly loud.

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4 months ago

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XfinityEricB

Official Employee

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2.2K Messages

 

user_399jyw It certainly shouldn't be making that much noice. I can help get it replaced again given this one doesn't sound like it's in good condition. 

Can you send us a direct message with your full name, name of account holder (if different), and service address please?

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon (speech bubble)

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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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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4 months ago

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