Online Chat Agent Purposedly Disconnected My Internet

I was chatting online with "Sankari" 3/6/25 - she didn't answer my question. I repeated my question, she then wrote "Let me explain this to you" said I would be charged $30. I disconnected from the chat, again, not getting the answer to the question i was asking and within seconds, suddenly the internet connection to my house went down! This felt like a retaliatory move to me disconnecting from your supposed customer service agent.

Responses

XfinityPaula

Official Employee

•

1.4K Messages

2 months ago

Hello user_e2405b. Thank you for sharing this experience and bringing the interaction to our attention. I'm sorry that the chat agent was not more helpful with your inquiries and making you believe that they would have interrupted your internet connection like that. I don't want to think that any of my peers would do anything like that to one of our customers and I hope to find that it was an unrelated interruption, or at the least an automated process that may have been built into our troubleshooting. I am guessing at this, but I would be very happy to investigate the interaction and ensure that it is shared with our leaders. I would also love to help answer any questions you may have. We are experts in almost all things Xfinity, so we can help, or we know where to go to get the help you need if we can't handle it directly.

Please send us a direct message with your name and service address.

To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a live chat.
Click "Sign In" if necessary
Click the "direct messaging" icon or https://comca.st/3J0ir1l
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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_e2405b

Visitor

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3 Messages

@XfinityPaula sent direct message, not sure if that worked, but thanks. extremely frustrated that your online chat agents seem to be paid by the minute, extend chat sessions for a long time by repeating the question but not really answering it. wish there was an easy way to just talk to a fully trained technical support person.

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1 month ago

0

XfinityPaula

Official Employee

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1.4K Messages

user_e2405b Thank you so much! It did work. Check your inbox again you should see my reply. 😀

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

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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1 month ago

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user_89rzrm

1 Message

10 days ago

This also is happening to me after speaking to someone extremely unprofessional and rude two days ago on chat. I have had no problems with internet until after speaking to him. My bill also went up 30 dollars a month….

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XfinityChristy

Official Employee

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1.9K Messages

user_89rzrm Hello, and thank you for reaching out via our Xfinity Community Forums. Thank you so much for reaching out through our Xfinity Community Forums. I truly understand how frustrating it must be to be dealing with all of this, especially on top of that unpleasant chat experience. It's completely understandable that you're feeling upset about your bill suddenly increasing by $30, particularly with these new internet issues arising at the same time. That definitely sounds like a stressful situation.

I'd really like to help get your internet working smoothly again and also take a close look at that billing increase for you. It does sound like your previous promotion may have ended, which could explain the higher charge. I'd be happy to explore any new promotions that might be a better fit for you and make any necessary adjustments.

To get started, could you please send me a private message with your full name and service address? Once I have that information, I can access your account, and we can begin troubleshooting your internet and reviewing your billing options.

I'm here to help get this resolved for you.

To send a "Direct Message" message:

Click "Sign In" if necessary

Click the "Direct Messaging" icon at the top of the page (it looks like a text bubble)

Click the "New message" (pencil and paper) icon

Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that appears. The "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

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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10 days ago

0

Customer Service

user_e2405b

Online Chat Agent Purposedly Disconnected My Internet

XfinityPaula

user_e2405b

XfinityPaula

user_89rzrm

XfinityChristy

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