NOW TV

I have the same issue and the "chat" you refer to is absolutely worse than useless.  Not only can they not fix anything, they just outright lie.   I tried to watch shows on Travel channel and got an error stating that I needed a subscription for this channel and should contact customer service.  The 800 number is nothing more than a voice recording that bounces you to the "chat."  There is no option to escalate beyond that.   I have spent DAYS on that chat and it was just run around after run around.  I was told that technicians were scheduled to come to my house, that my router was being "synchronized," and all manner of nonsense.  None of those things actually happened, they were just ploys to get rid of me.  Absolutely infuriating.  I eventually (again, after days) got someone to backdoor connect me to an actual customer service person on the phone, and here is what I learned:

1.  There is NO customer service for NOW products other than the chatbot.  I don't mean that the customer service is poor--I mean it actually does not exist.  No-one actually at xfinity has any ability to address those services.  It's all a farce.  NOW services are excluded, by policy, from any customer service assistance other than the chatbot (which does nothing).

2.  They confirmed by accessing my account that no service technicians had been scheduled.  No actions had been taken on any portion of my service.  Everything I was told on the chat was outright deceit.  This is routine.

3.  Here's the real kicker...the channels you THINK you are getting on NOW TV, aren't really channels.  If you go back and look at the marketing, it's a cleverly worded deception.  They say you get "live TV and streaming."   That does NOT mean that you get actual access to all the channels they list.  They don't clarify that the actual TV channels you get are very limited.  It's mostly made up channels like (I'm not making this up) the "Leave It To Beaver" channel or the "Murder She Wrote" channel which are just a channel of a single old TV show on a continuous 24 hour loop.  There's a bunch of other complete [Edited: "Language"] channels you can watch (Billiard TV?? Anyone???  How about "The Price is Right__The Bob Barker Era? Seriously!)  The rest of the channels are streaming ONLY.  But wait...you don't get access to the whole library.  Rather, you get a small sample of a few selected shows, and of those you only get a few episodes.  

So, when they say you get Travel Channel or Discovery Channel, for example, what you actually get is a small smattering of shows (maybe a dozen or so) that you can stream.  And of those, you only get a few episodes (maybe three or four).  That's it.  And even those shows will get dropped or added whenever the network decides to.  You are basically getting access to some promotional material, but NOT, in any way, actual access to the Travel Channel or the Discover Channel.

NONE of that is clarified when you sign up.  If you go right now to their channel lineup, it just lists Travel, Discovery, and many others.  No asterisk, no nothing.  They just make you think you get those channels.  You don't.  It's a scam.

Anyone reading this, do yourself a favor.  Avoid any of the NOW TV services.  The person I talked to on the phone was just as frustrated.  He said that they are swamped with angry NOW customers who were basically deceived, and that the ACTUAL customer service agents (not the phony chat agents) are powerless to help.  

I am registering complaints with BBB, and anyone else I can think of.  [Edited: "Solicitation"]