5 Messages
Poor Xfinity Service
is anyone else having an issue with being forced to deal with the Chatbot who doesn’t understand concerns or human interaction?
I think this company is disgusting in their efforts to be avoidant of actual interactions with their customers, including for outages, complaints, or billing issues. The only way to speak to a human is when you want to buy new service.
I think for a company to sell to humans they should have humans to interact with.
Is the chatbot worked, I would not had to search around for over an hour trying to speak to a person, to not only go over another outage and services issues, but billing issues too. But their brilliant AI generated chatbot, forced me into a loop to hang upon me and advise that I will not be able to speak to anyone even about my billing issue until they restored my service. And their chatbot told me I’m not eligible for a credit for a planned outage that happened five minutes before they took my Internet out during a workday.
Shame on Xfinity and their poor customer service model.
XfinityGabby
Official Employee
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1.5K Messages
9 months ago
Hello, @user_y0iajc. Thanks for reaching our team on Forums, I certainly understand how frustrating it can be wanting to speak with a representative regarding your billing concerns and your service. We can certainly help, please send a DM with your full name and the full service address along with a brief description of your billing and service concerns.
Here's 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
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user_y0iajc
5 Messages
9 months ago
Another update. After a very brief and time consuming chat that took over 2 hours just to get verified, Gabby never came back.
She said she was a real person…. So guess I got what I asked for.
No resolution. Xfinity customer service is a joke.
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user_vozxlo
1 Message
5 months ago
I feel the same way. I HATE being forced to 'chatting via TEXT'; particularly when I am having ongoing and complicated problems with my internet. I have found that the only way to speak to a human is to tell the 'auto attendant': 'Cancel Account'. Then, a representative answers the phone. HOWEVER, when the representative answers the phone, it will be very unlikely that you can understand their foreign accent. It is also extremely frustrating that Comcast trains both their Chat and Live representatives to say phrases like: 'Don't worry!' 'I understand'
Comcast is too narrow-minded to realize that the money they save by hiring foreign representatives, is lost by the poor service and inability to speak and be understood by them and their accents.
Unfortunately, Comcast is the only 'internet provider' in my area. Otherwise, I would cancel amount in a heartbeat. It is easy to see and understand why Comcast has the absolute worst service of any company in the United States.
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