J

Monday, October 28th, 2024 6:58 PM

Speak with live agent

I have had the WORST customer service with Xfinity. On Friday October 25th - I reached out to work with a chat agent to make a payment arrangement to avoid a service disruption, not only did the agent try and upsell me service for a phone line that I do not need/nor can afford  it took 45 minutes to accomplish, I was told I would not have a service disruption and this morning low and behold my service was suspended AND I cannot reach an agent at all either via chat OR via the phone. This is absolutely abysmal! I reviewed my account and now the account does not show a payment arrangement at all! I reached out accordingly was assured it was resolved and it was not. 

This kind of service will make me want to stop using Xfinity as a service and switch to a different provider. I am so upset with how this was handled. 

Accepted Solution

Official Employee

 • 

1.1K Messages

5 months ago

@Jf1290 Hello there. Our apologies for the frustration your experience with our chat agents has caused. You have come to the right place to get this looked at. 

 
Will you please send our team a direct message with your full name and full address?
~~~~
To send a "Direct Message" message:
• Click "Sign In" if necessary
• Click the "Direct Message" 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

 

(edited)

1 Message

I just had the same thing happen to me.  Last night spoke to 3 people that said an arrangement was made.  Last person even gave me a confirmation number and this morning the app says I’m disconnected and I can’t get through to a live agent 

Official Employee

 • 

1.3K Messages

 

user_5kg592 My team can look into your account concerns today. To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a Direct Message. 
Click "Sign In" if necessary
Click the "direct messaging" icon or https://forums.xfinity.com/direct-messaging
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

Accepted Solution

Official Employee

 • 

1.7K Messages

5 months ago

@Jf1290 Just a recap to let everyone know you are able to log into www.xfinity.com or your Xfinity app to make a payment arrangement. Thanks again for meeting us here in our community. We are happy to have assisted today. Have an amazing day!

(edited)

1 Message

6 days ago

I, too, am trying to reach a live agent because I received an email yesterday that my comcast email hasn't been used in two years. That is not true. I have always had my comcast email forwarded to my gmail account (for years and years).

Official Employee

 • 

1.8K Messages

Howdy user_ohg8pj, you do still need to access the account, forwarding the messages will not bypass a true login to the online interface. Here is the link that you would need to log into in order to keep the account active. I advise every 2 months to login. 

 

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
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