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Xfinity Assistant

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[Edited: "Personal Information"]

I’ve been a customer since 2016, and what I just experienced is hands down one of the most incompetent, frustrating, and unacceptable customer service interactions I’ve ever dealt with. I spent over an hour in a chat being bounced between SEVEN different agents—seven—just trying to accomplish something incredibly simple: get a credit for a channel I’ve been paying for that you are not providing.
Let’s be very clear: I do not care about your contract disputes. That is Comcast’s problem to solve, not mine. I pay you over $200 a month for a service, and right now that service is incomplete. ABC is a major local channel, and it just so happens to be carrying NHL games—including ones I specifically wanted to watch. So I’m paying full price for a service that is objectively not being delivered. That alone is unacceptable.
But what made this exponentially worse was the complete waste of my time. Every single agent either didn’t read the chat, asked me to repeat information, disappeared for long periods, or tried to redirect the issue into something completely unrelated. At one point, I was literally told you could “make the channel work,” which is blatantly false based on what your own team had already said. That level of disconnect is ridiculous.
By the time someone finally did something useful, I had already wasted nearly an hour of my day dealing with this. An hour. For something that should have taken five minutes. That’s not just poor service—that’s disrespectful to your customers’ time.
The $20 credit and small bill reduction are not the point. The point is that your service failed, your support process failed even harder, and the entire experience felt like a runaround designed to wear me down rather than actually help. Having to fight this hard just to get a basic, reasonable resolution is absurd.
If this is the level of service I can expect going forward, then I will absolutely be reconsidering why I continue to give Comcast my business at all. Because right now, it feels like I’m paying a premium price for subpar service and a whole lot of unnecessary [Edited: "Language"].