TALK TO A HUMAN

The cumulative number of hours I have WASTED over the past 5 years from attempting to get in touch with Xfinity is alarming, not to mention I never leave an interaction with Xfinity feeling good about the service I received. It's not the employees fault-- it's the forced automations on the phone tree and with the assistant. The phone tree typically ends up hanging up on me and it takes me several tries to trick the system in getting me to a human. Do better. This is embarrassing. If I wasn't forced by my apartment buildings to use Xfinity I wouldn't reccomend it to a single person I know-- not even my worst enemy should have to deal with this.

Issue: My modem is not working. It does not reach to my second bedroom in my apartment. I need a new one ASAP. How do I request a new one without spending an hour on the phone.

Responses

EG

Expert

•

109.4K Messages

10 months ago

Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.

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XfinityEricB

Official Employee

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2K Messages

10 months ago

user_g7upib Hello, and thanks for reaching out with your request for a new device. We can have one shipped to you pretty easily, or if you have a store near you, they can swap at anytime. If you prefer shipping I'm happy to help, and you will find us easier than the other methods!

Can you send us a direct message with your full name, name of account holder (if different), and service address please?

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon (speech bubble)

Click the "New message" (pencil and paper) icon

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

- As you are typing a drop-down list appears. Select "Xfinity Support" from that list

- An "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

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U

user_318202

1 Message

6 months ago

Customer service is a joke with Xfinity

I am having the same problems getting a human on the line.

The automated system is not helping me/cannot answer my question and wasting my time.

All I need is help as one of the remote controls is not working to activate Roku on one of my TV/ receivers, in spite of new batteries. The other two TV/receivers and their remotes are working well.

Please contact me.

Dave L

1

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XfinityChristy

Official Employee

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1.9K Messages

user_318202 Hello and thank you for reaching out via our Xfinity Community Forums today. I’m truly sorry to hear about the trouble you’ve been having with reaching us and the frustration it's caused. I completely understand how difficult it can be when all you need is a simple solution, and the automated system isn't making things easier.

Regarding the issue with your remote and Roku, I’d love to help get this resolved for you. Since the other two remotes are working well, it sounds like the issue might be specific to that one device. Have you tried re-pairing the remote to the TV/receiver, or resetting the Roku? I would be happy to help with this. Do you have a Roku Simple Remote or a Rokue Voice Remote?

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6 months ago

0

user_g7upib

TALK TO A HUMAN

EG

XfinityEricB

user_318202

XfinityChristy

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