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user_6ba50e
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1st Reply

4 Messages

Monday, August 28th, 2023 5:23 PM

Closed

No Human Answers the Phone Ever

I never can get a human to answer the phone even now as after a storm my cable is laying almost on the ground in my backyard. So it is a safety issue. All the options are on that chat bot are laying in street and no option for hanging one foot from the ground in my backyard.

If you call their customer service number you stay on hold forever then it just hangs up. This is especially terrible for me as I am a person with a disability. I have reported this many times the best I can with the chat bot and it keeps closing the ticket with no resolution. 

Shame on Xfinity. There is no way to get a human on the phone ever for a safety issue with my entire cable line having fallen 20 feet and hanging there. 

It sits there now vulnerable to animals, humans and the weather and my massive trees in my backyard.

In absolute disgust that even a safety issue cannot merit me a human agent. 

Question

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Updated 

1 year ago

 • Edited

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XfinityBillie

Official Employee

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2.9K Messages

1 year ago

@user_6ba50e I understand the concern and frustration. I'm happy that you brought the concern to us here at our Xfinity Forums. We can definitely help you out further. Just for future reference, you can also click here for instructions on how you can report downed lines via our Xfinity Assistant as well. 

To get started please send a DM to Xfinity Support with your full name and address.

To send a direct message:
Click "Sign In" if necessary
Click the "Direct Message" icon or  https://forums.xfinity.com/direct-messaging
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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user_6ba50e

4 Messages

1 year ago

Useless response. I already did that and nobody comes out to fix the hanging line in my backyard. You are a bot repeating useless directions. 

This is how bad customer service is for Xfinity. 

(edited)

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CCJodie

Problem Solver

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1.3K Messages

@user_6ba50e I'm sorry to hear that. We're not bots on Forums. We're real live people that would really like to help. To confirm, you've worked with us over our chat service through forums before? Please send us a direact message to get this going in the right direction. 

I no longer work for Comcast.

1 year ago

Again

Expert

 • 

31K Messages

@user_6ba50e​ 

@XfinityBillie is not a bot, I can assure you!  Everyone that responds here on the Forums are real people.  And all of the employees here are Corporate Employees, not CSRs.

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick

1 year ago

0

user_6ba50e

4 Messages

Okay, so you want to play games now and email me to accept your answer? No. Why? Nothing is fixed. Your directions are utterly worthless. I have repeatedly reported this dangerous line down in my backyard and no human will answer the phone. Nobody will help me. So if someone gets hurt you are at fault and this is public to prove it. This is a bot as all you do is repeat the same directions and nobody ever contacts me.

It asks if you have a line on the street, not your backyard so it's not an option. 

Please can corporate get involved if you are reading this as no employee here is doing their job and meanwhile the line is almost on the ground. In absolute disgust and calling to try to get a new Internet provider at this point. Absolute negligence that when I call your "customer service" line, I CAN NEVER GET A HUMAN FOR DANGEROUS SITUATION. I am calling the federal government at this point for negligence. 

1 year ago

0

user_6ba50e

4 Messages

I need an actual phone number so I can speak to a human for this dangerous situation. What is the number for corporate where a human and NOT A BOT OR AUTOMATED response will answer? If you refuse, I will report this to the feds. I'm done. 

1 year ago

0

XfinityAntoine

Official Employee

 • 

1.4K Messages

Thanks for reaching out @user_6ba50e! I'd be more than happy to submit a ticket to the local team, so we can get that downed line taken care of. I'll just need some info from you to get it going. In order to get started can you please send me a private message to Xfinity Support with your full name and full address by clicking the chat icon in the top right?

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

1 year ago

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