Visitor
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3 Messages
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.
XfinityPaula
Official Employee
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1.5K Messages
4 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.
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user_89rzrm
1 Message
3 months 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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user_cqbazk
Visitor
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1 Message
25 days ago
6/4/25 - 10 PM, PST
Hi, I was talking to an online chat agent asking about plan options to reduce my monthly bill. There was absolutely reason to test my connection or troubleshoot anything as my question was not related to internet connection at all. My bill is not overdue so my account is current. During my initial chat, I wasn't satisfied with the plan options offered so I ended the conversation. Immediately following this, my internet was disconnected. I was not experiencing issues prior to this chat. I had to reach another chat agent on my phone, and after explaining what happened, they stated they would address the issue, and my internet came right back on just like that without any issues. That first chat agent obviously shut down my internet spitefully. Ironically, I was only contemplating shopping around for internet due to the price, but that first petty agent made it incredibly difficult to justify staying with a company who behaves like this.
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