LIVE AGENTS

With all of the incredibly negative comments/reviews regarding customer service, one would think Xfinity would at least be shamed, at least a small degree, into improving.  Not at all it would seem.  Xfinity does not care. Period. Full stop.  [Edited: "Inflammatory"].  Example: I just called Xfinity so-called customer service to ask about assistance in installing the new modem they sent me.  Of course, I never got a real person.  The bot asked me if I wanted technical support (thinking I might actually get someone I said "no". The bot then proceeded to explain there was an outage in my area and asked if I was calling for an update.  I said "no" (I was not experiencing an outage). The bot then said an agent could not help me then hung up on me. Tried again - same thing.  So apparently, no matter the issue, no help was forthcoming until this phantom outage was resolved. I tried their so-called easy step-by-step instructions to install the modem (I knew [Edited: Language] well it was not going to be as easy and uncomplicated as they said). It wasn't.  In the course of trying koto use their QR code, at first it seemed to work, then when I tried to go back to review previous steps, it wouldn't go back, so I tried to start over.  Mistake.  After that, the QR code would not work.  So there, I just knew it, KNEW IT!  And if the Xfinity Assistant is anything like the future of AI, we should all be very afraid.  

Good Morning, @user_kjntvv Thank you so much for taking the time to share your experience I completely understand how frustrating and disappointing this situation has been, and I’m truly sorry you’ve had to go through it. You deserve a smooth, helpful, and human experience when you reach out for support, especially when simply trying to activate your new modem, and it’s clear we fell far short of that. I also want to apologize for the difficulty you had reaching a live agent. While our digital tools and automated systems are designed to make setup faster and easier, they clearly missed the mark here. Your feedback is extremely valuable it helps us see where we need to improve and ensure our customers aren’t left without the help they need. If you’re still having trouble with your modem setup, I’d be happy to get this resolved right away. Please send me a DM with your full name, service address, and the make/model of the modem you’re trying to install. I’ll personally make sure your activation is completed and that your service is back up and running properly.-Richard