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user_etn951
1st Topic

2 Messages

Tuesday, February 25th, 2025 4:40 PM

Need to speak to a human

I have been calling the customer service number for over an hour in regards to a second address that is not mine and some how is attached to my phone/account and because there is an outage in my area the automated service keeps disconnecting the call without forwarding it to a live agent.

below is the answer that is given and my call is not even related to the outage!!!  

"Due to the outage in your area I'm unable to get you to an agent or troubleshoot. I apologize for the inconvenience. Our technicians are working hard to resolve the issue now. Once the outage clears you"ll be able to troubleshoot and connect with an agent. For more info on the outage you can visit the Xfinity Status Center and sign up for text, alerts, or view the outage map. Let me know if you need help with something else."

This continues over and over again.   Very frustrating!

Question

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Updated 

2 months ago

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XfinityRaul

Official Employee

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1.9K Messages

2 months ago

Hello, @user_etn951. I apologize for the difficulty you're having trying to get a hold of someone over the phone due to the service interruption. For assistance with this matter, please contact our Customer Security Assurance team by visiting this link https://spa.xfinity.com/help/report-abuse.

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user_etn951

2 Messages

Unfortunately, no this does not address that fact that I have been calling customer service from my cell phone while at work with a completely different issue that is not related to the outage occurring at my residence and because my number is attached to my address/account they continue to automatically forward me to this message and afterwards disconnect/end my call. I understand that technology can help resolve minor issues but there should be an option in place to speak to a live agent in the event the automated service cannot or does not offer a solution.  

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2 months ago

0

XfinityRaul

Official Employee

 • 

1.9K Messages

@user_etn951 I appreciate your feedback and I agree with you 100%. There should be an option to speak to a live agent in the event the automated service cannot or does not offer a solution during a service interruption. I will definitely forward your experience to me leadership team to see what we can do to help our customers in the future.

Just to confirm, were you able to visit the link I shared to file your report regarding your information is associated to this unknown account?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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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.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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2 months ago

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