New Xfinity support model is horrendous

I am sure the move to the AI assistant is intended to "streamline" customer support, but it has changed the whole customer experience to a horrible one. Between the endless loop to get help for a remote control issue, configuration of a new cable box, and just trying to remove services the AI is neither helpful nor "assisting"... Bad move Xfinity

Responses

XfinitySheila

Official Employee

•

1.1K Messages

3 months ago

rmlara Hi there! We appreciate your honest feedback and understand your concerns. I would love to assist with your service and equipment needs. We are a live team of (human) professionals here at your service. You are in the best hands.

To get started, please use the chat icon in the upper right to enter Direct Messaging and send us a message with your full name and full address.

Here are the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "direct messaging" 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

Please let me know if you have any questions or run into any problems.

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Customer Service

rmlara

New Xfinity support model is horrendous

XfinitySheila

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