online chat says call 800 934 6489, phone bot says use chat

Both the online chat says to call the 800 934 6489 number. The phone bot says use online chat. There's no way I can see how to get a live agent for what I need help with. I have two accounts on the same address. One is closed and I have a billing issue on that account. The other account is not activated yet with the NOW equipment. So the bots are confused and point to each other.

A bad customer service experinece, iow.

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XfinityBrianH

Official Employee

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2.3K Messages

2 days ago

user_irxupf Can you please send us a DM. You can start by clicking the chat icon located in the top right corner of your forums' page when signed in. Once there, you can direct your messages to "Xfinity Support." Please add your full name and service address to help us locate your account. Let me know if you have any questions.

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user_irxupf

Visitor

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2 Messages

why are you requesting a DM? are you a bot?

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3 hours ago

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XfinityAngie

Official Employee

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2.6K Messages

user_irxupf, I am a real person. In order to assist you with a billing issue, we will need to ask for personal account information such as your name and address. We don't want to share that in a public setting, which is why we ask that you send a DM.

Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forum's page.

Here are the detailed steps to direct message us:

• Click "Sign In" if necessary.

• Click the "Direct Message” 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.

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.
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2 hours ago

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Customer Service

user_irxupf

online chat says call 800 934 6489, phone bot says use chat

XfinityBrianH

user_irxupf

XfinityAngie

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