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user_mn7pno
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Thursday, January 9th, 2025 3:19 AM

Navigating customer service is nearly impossible

I’ve been trying to call xfinity and get my new Internet package activated for the last 3 days. The customer service is an absolute nightmare. It’s mind bogglingly difficult to reach a love agent in the first place, with the bot system always re-routing me to a chat, which never ends up being helpful. And the few times I’ve talked to a real person they said they’d activate my account and it never happened. I got no follow up and now my account is disconnected entirely. I already set up my router and everything 3 days ago. At this point I’m totally fed up. If you weren’t a monopoly you wouldn’t get away with this and I would never ever use xfinity again. 

Question

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Updated 

13 days ago

34

2

XfinityJorge

Official Employee

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2.2K Messages

5 months ago

 

user_mn7pno Greetings! Thank you so much for using our Forums and taking the time out of your day to contact our Xfinity Support Team. We understand that you are looking for some help activating your internet and our team is here to walk you through this process. I am sorry that you were not able to get the help you needed right away but we are here to assist now. To get started can you send us a DM with your name and address? 
Here's the detailed steps to direct message us: 
• Click "Sign In" if necessary 
• Click the "Direct Message" icon (upper right corner of this page) 
• Click the "New message" (pencil and paper) icon 
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list 
• Type your message in the text area near the bottom of the window 
• Press Enter to send your message

 

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user_miuuft

Visitor

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1 Message

13 days ago

I find navigating Customer Service difficult as well. By the time I "gave up" on finding the right phone option and insisted on being transferred to an agent by the automated phone "bot", the 30 minute time limit for cancelling my online phone order had lapsed. Now I have to wait for a duplicate phone that I don't want to arrive by FedEx and send it back by FedEx. There should be clearer instructions and convenient options for cancelling online ordering mistakes readily available.

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XfinityJustinM

Official Employee

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102 Messages

Hi there @user_miuuft,
Thank you for providing this feedback as learning about these experiences allows us to create a better customer experience. I will say I have criticized some processes, and later realized that sometimes these measures are put into place to prevent much larger issues, so that is always something to consider. Regardless we like to consider all ways of thoughts when looking at working towards the best customer experience possible. While you have me here, was there anything I could help you out with, today?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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13 days ago

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