The beginning of a phone call to Xfinity customer service is a horrible experience

@XfinityGabby​ my suggestions are these:

1.  An agent (real person)answers my call in the first place, with a wait of no more than a minute.  Considering what we pay for service, this is what we should be getting.

2.  If not a real person, and if automated call sorting is used where I answer questions, it should be limited to no more than 3 questions.  At question 3, the system should automatically transfer me immediately to an agent (real person).

3.  In automated call sorting, once I've asked for an agent I should be asked no more than one or two questions.  Regardless of my answers, I should be transferred to the agent immediately after the second question.

4.  Once I'm asked if "I want to return to the main menu", the system has failed.  That is not a time to keep asking me automated questions.  Again, 3 questions, at most.

5.  Don't use automated call sorting if it makes the customer experience worse.  (Which is the case now.)  Get real people to answer the phone immediately if it can't be made to work better.

I'll be looking for another provider / company if the call experience does not improve in the future.  For what we pay, we deserve better.

Thanks.

By the way, is anyone with the authority to improve the experience seeing these posts?  There's not much point in continuing if it doesn't get in front of the eyes of someone who can make changes.

Thank you for clarifying. I really appreciate your feedback regarding the current call in process. Please keep in mind, we can also help you with all of your account needs right here on this community forum. Digital Care representatives are always available here, 24 hours a day, 7 days a week.

Please feel free to send our team a private message with your full name, the name listed on the account (if different), and the service address associated with your account, we'd be more than happy to look into any concerns you may have.

To send a Private Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a live session.

This response does not address the problems I've described.  I've been thanked, but my concerns are not addressed.  Instead, I'm being referred to a PM.  I don't have more to report or say there.  I would however like a response to concerns above. 

After several days I am yet to receive a response that addresses the problems I've described above.

Is there a phone number I can use to for customer service help that does NOT involve the ridiculous interactive voice system (automated call sorting), or gets me to a live person quickly, without all the questions?

Chatting by typing is not a solution to my concerns.

Thank you.

Hey there, @user_94a127. Thank you for bringing your shared concerns to our attention by visiting our community forums. I like to recommend 1-800-XFINITY (1-800-934-6489) for residential service customers who prefer a phone conversation. However, it sounds like you were mainly attempting to speak with our Xfinity Mobile team. It looks like you already have their number (1-888-936-4968) that you can call or text. There is also a secure online chat where an Xfinity Mobile expert is available 24/7 if you still have availability concerns! Please let me know if this helps. Due to account security, our options with Xfinity Mobile accounts are very limited. We're unable to perform any device or account specific requests over this platform, but will always do what we can to provide you with the help and direction you need :) Feel free to share any other questions or concerns you have at this time, and our Digital Care Team will be here to support you and your household.

That's a polite deflection @XfinitySara but it doesn't address the root issue of an incredibly frustrating system. I challenge you to find a customer who likes the automated system and has not had similar experiences with repeated prompts, accidental transfers, disconnects, reps who provide incorrect information, and so on. By the way, here is my update... the last Chat rep I spoke to said that in order to replace my phone on an existing line, I had to go to a store. I found an article on the Comcast website from Jan 2022 that contradicted that and called a number provider there. I reached Carlos who, while very nice, did not know what to do. He asked me to move the SIM, power on the phone, then put me on hold for about 25 mins (he returned to apologize twice) at which point a new rep, Jeffe, picked up and started me over like a brand new case. Happily, Jeffe knew exactly what he was doing, and we were done in about 10 mins. We also got disconnected but he called me right back. He also recommended changes on the account to save me money. If the system worked and every rep was like Jeffe, I'd have good things to say. But it is not, and they are not. 

@user_9580ec​ I also agree. It should be easier to get to a live person AND after their stupid questions, it should be an expert in what we need help with. When I am calling about billing, I should get a billing expert, period, the end. No excuse for anything else. That automated thing telling us to go online to see our bill or offering to take our payment is ridiculous. We have the bill. We know how to pay the bill. Your billing isn't correct and it is an hours long frustrating task to get to a person who will look at your bill with you and explain it and if you are really lucky, you might be able to understand them. Even here, the "live agent" just tells you to text or message, etc and we never get answers. 

The automated system at Comcast/Xfinity is absolutely the WORST!  I’ve tried pushing 0 as many as over 20 times, that awful automated woman does  not go away!  Then I must have loudly spoken Agent/Human Being. Finally just hung up. What a mess trying to get a person, there isn’t any way.  I’m disgusted with them.

I forgot to mention the awful text where you’re supposed to have a live Agent.  That does not exist!

It’s an automated idiot too.

@user_1f9139​ my experience has been much like yours, which led me to start this thread.  

I'll add that I was more recently told by a customer service representative that Comcast was working on correcting the problems with the automated questions.  But I was told the same more than a year ago, and the automated service has gotten WORSE since I was told it would improve.  It's been an empty promise.

I'm standing by what I wrote elsewhere in this thread:  I'll answer at most 3 automated questions.  If the automated system can't get me to a live person at that point, it has failed --- and my customer experience becomes a bad one.

There is no amount of apologizing by Comcast agents that will offset the bad experiences for customers during the automated question part of a call. 

Is anyone in Comcast with the authority to fix the problem even reading these posts?  I doubt that, as well. 

@user_1f9139​ I can't even figure out how to register for the forum. I am replying so I guess maybe I did but I don't know how I did it.

Hello @user_480c45 We appreciate your feedback regarding your experiences in reaching out, if there's anything we can assist with, please let us know, our team is available 24-7.   You can also submit feedback here: https://comca.st/3KT1MyU;

I'm sorry to hear that your experience with us has left you feeling this way. We do read the forums daily and we are live agents that respond to your questions and concerns. I will be sure to pass along the feedback you have provided us with. 

Hi there! This is definitely not the kind of experience we want our customers to have with us. We'll check on this right away and will do the best possible for you. Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue. To send a "Direct Message" to Xfinity Support:

-Click "Sign In" if necessary

-Click the "Direct Messaging" icon or  https://comca.st/3EqVMu7

-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.

How about if we do NOT want to chat with someone, and want the old fashion way to SPEAK to someone? We are the customers why don't you respect our wishes.

Amao64​ 

Totally agree I want to speak with a human ………. Not an automated system which make no sense . They send me a text that they were charging me for a movie which I did not request . Tried to contact them via chat it was impossible . They absolutely DO NOT CARE ABOUT THIER CUSTOMER … still waiting for them to call me back from my last call. Started researching what other internet company I can transfer too. They charged services that never needed nor wanted . Horrible ……..

Hello @user_997715, thank you for reaching out to us! Our team will be more than happy to help with any issues that you may be having. Can you please send our team a direct message with your full name and full address? We look forward to speaking 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