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Visitor

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5 Messages

Wednesday, April 6th, 2022 9:46 PM

Closed

Service Rep that ACTUALLY DOES SOMETHING?

I have been transferred 5 times, put on hold for over an hour and then hung up on. I have sat in Messenger for 45 minutes and "chatted" with 6 different people, non of whom are willing to help me. I'd like a service rep that actually WORKS for the customer instead of pushing them off onto the next person. 

This conversation is no longer open for comments or replies and is no longer visible to community members.

Official Employee

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2.4K Messages

3 years ago

Hello, @user_c41278, I'm sorry that you've had a hard getting some help and you still haven't received it. I'd love a chance to help you and turn this situation around. The great thing about working with my team is that we never get disconnected, and we can help you with anything you need. So, let's roll up our sleeves and get started. Can you please provide some background details regarding your concerns? 

Visitor

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5 Messages

3 years ago

for starters... I've been lied to by every single customer service rep that I've spoken to. My "bundle" is no longer an existing "bundle" but the same services are available to new customers for less than I am paying now. When I have given evidence of this, I'm transferred, put on hold or hung up on. I even received a cancellation email today because apparently someone thought that was easier than listening to me. I've been in a messenger "chat" for over an hour now so although I never get "disconnected" I have to wait 10-20 30 minutes for a reply. AWESOME customer service. Been a customer since 2011, but even your agents don't get that right because every move I've had you seem to forget I was a customer before. 

Official Employee

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2.4K Messages

@user_c41278, Thank you for making us part of your homes over the last 11-years, that's a really impressive amount of time for any relationship. Sometimes, if your accounts are linked, the previous addresses won't show on the current account, so that might be why that detail is missed. It's definitely not intentional. Both our Facebook team and our Forums team aren't a traditional live chat, so there could be some time between responses. This is to make sure we're giving you the best help and not a quick patch or anything like that. I'll do my best to reply as fast as I can, but I promise I have your back every step of the way. To make sure we're on the same page, are you looking to repackage your service to get a better rate? But you've been told that your services are "grandfathered" currently?

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

Visitor

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5 Messages

@user_c41278​  ohhh suddenly this moment I no longer have access to my account on your servers. putting me on the blacklist for pointing out how you rip off your existing customers and lure new customers in with "contracts" and "tiered pricing?"

Official Employee

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1.6K Messages

Thank you so much for providing that reference number for the site error.  What I can suggest to get around that error would be to clear your browser  cache/cookies . This should clear that away and get you back onto the site. We look forward to talking with you 1-1. 

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

Visitor

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5 Messages

3 years ago

PROOF -
Existing Customer Option is $329.02
New Customer Option is.... $300.02

Existing Customer...

New Customer...

Monthly Charges

Your Xfinity Plan
Ultimate TV
TV INTERNET
$90.00/mo
TV Ultimate TV | 185+ Channels
Internet true | Download speeds up to 300 Mbps; Upload speeds up to 10 Mbps
Xfinity Home Pro Protection
HOME
$50.00/mo
Home Xfinity Home Pro Protection
Fast
INTERNET
$89.00/mo
Internet Fast | Download speeds up to 300 Mbps; Upload speeds up to 10 Mbps
Your pricing includes a $10 monthly discount for enrolling in Paperless Billing and Automatic Payments using a bank account.
Service to Additional TV
Included
Cloud DVR – 20 hours
Included
Ultimate TV
Included
Kids & Family
Included
HD Technology
Included
Sports & News
Included
Streampix
Included
Entertainment
Included
Fast
Included
Equipment & Services
Multi-Product Discount
-$40.00/mo
The Movie Channel
$10.00/mo
Hitz
$12.00/mo
EPIX
$5.99/mo
Showtime®
$10.00/mo
HBO Max
$10.00/mo
 TV Box
$8.50/mo
 TV Box
$8.50/mo
 X1 TV Box
$8.50/mo
 X1 TV Box
$8.50/mo
 X1 TV Box
$8.50/mo
xFi Complete
$25.00/mo
 Touchscreen Controller Rental
$0.00/mo
Additional Xfinity Monthly Charges  Why am I being charged?
Broadcast TV Fee
$18.70/mo
Regional Sports Fee
$15.75/mo
Taxes, Surcharges, & Fees  Learn More
* Estimated Taxes, and Government & Other Fees
$0.08/mo
Discounts
Autopay & Paperless Discount
-$10.00/mo
* Estimated Monthly Bill: $329.02/mo

See Pricing Details

One-Time Charges

Installation Fees
Professional Installation

Saturday, April 16, 08:00 AM - 11:00 AM

$200.00
Other Charges
Existing home security equipment sync
$0.00
One-Time Charges Total: $200.00

Order Summary

Estimated Monthly Bill
$329.02/mo
One-Time Charges
$200.00
Automatic Payments
Enrolled
Paperless Billing
Enrolled

Monthly Charges

Your Xfinity Plan
Fast + Ultimate TV
TV INTERNET
$130.00/mo
TV Ultimate TV | 185+ Channels
Internet Fast | Download speeds up to 300 Mbps; Upload speeds up to 10 Mbps
$130.00/mo for 12 months, then $155.00/mo for months 13 - 24, then regular rates apply (currently $159.00 per month)
The offer is subject to the terms of your 12-month term contract.
$110 Early Termination Fee applies.
Xfinity Home Pro Protection
HOME
$50.00/mo
Home Xfinity Home Pro Protection
The offer is subject to the terms of your Retail Installment Agreement. After 30 days, equipment is non-returnable and if you disconnect Xfinity TV, Internet, Voice and Home, the remaining balance becomes due.
Your pricing includes a $10 monthly discount for enrolling in Paperless Billing and Automatic Payments using a bank account.
Service to Additional TV
Included
Cloud DVR – 20 hours
Included
Minimum Term Contract
Included
Ultimate TV
Included
Kids & Family
Included
HD Technology
Included
Sports & News
Included
X1 included
Included
Streampix
Included
Entertainment
Included
Fast
Included
Equipment & Services
Multi-Product Discount
-$20.00/mo
The Movie Channel
$10.00/mo
Hitz
$12.00/mo
EPIX
$5.99/mo
Showtime®
$10.00/mo
HBO Max
$10.00/mo
X1 TV Box
$8.50/mo
X1 TV Box
$8.50/mo
X1 TV Box
$8.50/mo
X1 TV Box
$8.50/mo
X1 TV Box
$8.50/mo
xFi Complete
$25.00/mo
Additional Xfinity Monthly Charges  Why am I being charged?
Broadcast TV Fee
$18.70/mo
Regional Sports Fee
$15.75/mo
Taxes, Surcharges, & Fees  Learn More
* Estimated Taxes, and Government & Other Fees
$0.08/mo
Discounts
Autopay & Paperless Discount
-$10.00/mo
* Estimated Monthly Bill: $300.02/mo

See Pricing Details

Official Employee

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1.6K Messages

Thank you so much for this contextual information regarding the plans and offerings you are seeing. We are more than happy to work with you to find the best new plan and package that we can offer you. 

 

We are sorry that your services have gone out temporarily, but we have no way of arbitrarily cutting the services off in that fashion. Please use the information below to send us a 1-1 message so we can address these specific issues with you. 

 

 

To send a "Peer to peer" ("Private") message:

Click "Sign In" if necessary

• Click the "Peer to peer chat" icon

• 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

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

Visitor

 • 

5 Messages

Access Denied

You don't have permission to access "http://www.xfinity.com/" on this server.

Reference #18.3c15e8ac.1649285934.181c4a13

Expert

 • 

31.5K Messages

@user_c41278​ Is that the error message when you try to send a private direct message?

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick
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