Technician appointment

Hi,

I just want to share that the support experience via your chatbot assistant is one of the worst nightmares I've experienced. I know what the problem is, what I need and that I need an appointment. But the AI assistant makes me go through the whole "restart your setup that will waste you 30min of your life to see if this doesn't fix the issue". This so bad that it's sad, and it makes me sad and frustrated. It's a miracle that the gateway is still intact and didn't land smashed on the street. Lamentable service and you should be ashamed of rolling out something that you didn't test for UX. Pathetic...

First opportunity, I'll switch elsewhere.

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XfinityEva

Official Employee

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2.1K Messages

5 hours ago

@user_wunapb I am so sorry to see that this has been your experience we can definitely help here. The intention of working through forums is to find a board that best matches your concern or posting as much details about your concern so that we can provide assistance. However, if you have already been working with our teams through other platforms we can continue where you left off. We do ask that you send us a direct message with your full name and service address to get started.

To send a direct message:

Make sure you are signed in here in the Xfinity Forum. Click "Sign In" if necessary
Click the "Direct Message" icon (square chat icon in the upper right corner of your screen next to the bell 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

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user_wunapb

Visitor

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2 Messages

Like I said, it's sad that I need to go through a forum (!!!) to get any kind of support. Incredible guys, it's 2025! And it feels like a third world country service!!!

I cannot even create a new message! It's just spinning constantly!

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4 hours ago

Customer Service

user_wunapb

Technician appointment

XfinityEva

user_wunapb

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