2 Messages
TERRIBLE CUSTOMER SERVICE
Cannot for the life of me get ahold of a live agent. In any way I try. I tried what another customer suggested to call 1800-226-2278 and act as I am buying a new service…of course I got ahold of a human within 60 seconds! However as soon as I said I had questions about my existing service I was immediately hung up on and then I believed blocked because when I called back an automated system said the number wasn’t available for my number…what the <EDIT: Language>
soooo I just went through the stupid online chat and said I wanted to cancel…they had me schedule a time to discuss my options. Bet you I’ll get a human to resolve my issue then.. if not, I will be cancelling because this is actual <EDIT: Language>
XfinityMartyR
Official Employee
•
2K Messages
1 year ago
Hello, @user_ts8gov. Thank you for reaching out to us over our Community Forums. I do apologize you have not been able to reach our team over the phone. The best number to call for any concern for Xfinity Residential Services is 1-800-Xfinity (934-6489) or 1-888-936-4968 for Xfinity Mobile.
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user_ddmci3
1 Message
1 year ago
You're not kidding. I've had a combination internet/landline service for years due to the poor cell signal where I live. I recently found a good alternative and was able to cancel my landline. I also planned to find a cheaper internet package. But when I tried to do those online I found the site would not offer canceling my landline as an option. It was impossible to cancel it. I could not find the customer service number anywhere on the website so I had to search for it on third-party websites. The chatbot would not give me one and I wasn't going to waste time trying to get it to do something that the website flatly refused to allow me to do.
When I called the number, it took me six minutes to get the computer to put me on hold for a customer service agent. I was only briefly on hold and my call was answered by a pleasant, friendly woman. She apologized for my inability to cancel my landline online and said something almost offhand about it not being available because my package was "grandfathered in." (In other words, I'd had it for some time and they were not about to make it easy for me to quit). She took care of it quickly.
I told her I wanted the cheapest internet package, so she signed me up for one that would cost more than $100 a month and began to end the phone call and send me on my way. I interrupted her to say that that was not the price I had seen online and I wanted to know what the lowest priced package was and how fast it was. I had to repeat this request more than once before she finally offered me a package that sounded like what I had seen online. It easily meets my needs at a significantly lower price than the package she had signed me up for.
I do not blame her. Presumably she was either acting in accordance with company policy or was responding to the incentives the company had created for people in her position.
I do blame the company. Unfortunately there is no other decent option where I live.
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