Trying to reach a human

I can not get to the right department for Xfinity mobile. Can’t get through the automated system because my number isn’t active and when I did reach a person, and thought the issue may finally have been resolved, it now might have been a fraudulent link the customer service rep sent. But again to keep calling hoping you get through is a nightmare. This is beyond frustrating. I was trying for over 3 hours to get the issues I’m having resolved but can’t get anywhere!!!!!

Responses

XfinityJorge

Official Employee

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2.1K Messages

1 year ago

Hello @user_faupe7 thank you so much for posting on our Forums as part of our Xfinity Support team, we are happy to work with you. We are sorry to hear about your troubles getting help over the phone. Have you by any chance tried texting 1 (888) 936-4968 or you can also chat with an expert here https://www.xfinity.com/xfinityassistant/?channel=xMobile. Please try these methods and let us know if you still need help.

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user_faupe7

7 Messages

I have called that number. It have to act like I want new service for a zip code I don’t even live in to get a person and they haven’t been able to help. Xfinity needs an actual number you can call to get a person. I have also done a chat multiple times.

1 year ago

XfinityRaul

Official Employee

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1.9K Messages

I appreciate you trying to call Xfinity support, @user_faupe7. Have you by any chance tried texting that same number? It will direct you to someone in customer support at our Xfinity Mobile department.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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1 year ago

0

WillyB46

New Poster

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15 Messages

1 year ago

Here's a number I have from a while back: 800-934-6489

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user_faupe7

7 Messages

1 year ago

Yes. And they just said the link was an actual link. Another problem is that each place I talk to has different answers. No one knows what is going on. Another department told me it was a fraudulent link. I just want a local number where I can reach a department t that can help. I’m now on hold again. After being told to call one of the 5 numbers I called yesterday over a 3 hour period. They literally have the worst phone system and customer service I’ve ever dealt with.

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user_faupe7

7 Messages

1 year ago

But it should not be this hard to get a person and to resolve issues. This is a huge problem that Xfinity refuses to fix or listen to their customers. I have been trying for 2 months now. Customers need a phone number and a way to directly connect with someone. Not message, chat, and multiple automated phone numbers……

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WillyB46

New Poster

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15 Messages

1 year ago

faupe7, you deserve double likes for that comment! I think I may try going to an Xfinity store tomorrow, if I can, just to find out what they can do. I've even followed the suggestion to send a direct message from the link at the top of the page--and had no reply.

(edited)

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XfinityTy

Official Employee

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376 Messages

Hello @WillyB46! Thank you for reaching out to our Forums team. I'll be happy to assist you with any issues you may be having. Can you please elaborate on your concern?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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1 year ago

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Again

Expert

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31.4K Messages

@WillyB46

faupe7, you deserve double likes for that comment! I think I may try going to an Xfinity store tomorrow, if I can, just to find out what they can do. I've even followed the suggestion to send a direct message from the link at the top of the page--and had no reply.

Did you send a direct message without being asked to do so? Doing that is a violation of our Guidelines and Acceptable Use Policy.

Since you sent a DM did you send it to a person or to Xfinity Support. If a person it goes to the "dead letter file" and won't be answered.

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

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1 year ago

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user_faupe7

7 Messages

1 year ago

This has been going on for about 2 months now. I have called every number I can find. I have been told by different reps that they are escalating my request and told by two different reps they will call back the next day and that has never happened. The most recent was yesterday where the rep told me is is requesting a refund for the overbilled portion. I should have a response in 24 hours. I don’t have a lot of hope that will happen either. This isn’t even acknowledging the payment I made and no one can find that either. I now filed a dispute with the bank and had to have new debit cards issued.

3

XfinityRoberto

Official Employee

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1.7K Messages

@user_faupe7, we truly appreciate your feedback. I agree with you, this matter should not take this long. We are happy to assist you today.

Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.

Here's the detailed steps to direct message us:

Click "Sign In" if necessary
Click the "Direct Message” icon (upper right corner of this page)
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
Type your message in the text area near the bottom of the window
Press Enter to send your message

Let me know if you have any questions.

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

1 year ago

0

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user_faupe7

7 Messages

@XfinityRoberto I finally got a call back. But only after I filed a complaint with the Better Business Bureau. Not sure if it will get resolved but I’m hoping.

1 year ago

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XfinityGabby

Official Employee

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1.5K Messages

Thanks for letting us know, @user_faupe7. We would certainly like the opportunity to help as well. If you would like, feel free to send us a direct message at your earliest convenience.

Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message

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

1 year ago

0

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user_5dui6f

1 Message

1 year ago

I dont see a direct message icon. I see a bell and my account settings icon.

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XfinityGabby

Official Employee

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1.5K Messages

Hello @user_5dui6f. Thanks for reaching our team on Forums. Can you please provide some information as to how we can help?

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

1 year ago

0

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user_faupe7

7 Messages

@user_5dui6f I don’t know if they mean the chat option on the website but you can text a customer service rep also. That’s 266278 to text them.

1 year ago

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user_79tvrc

1 Message

10 months ago

I have called multiple times and used different requests to speak to an actual person. I always get dropped by the system at some point. We are cancelling our service as a result. If you don't provide customer service, soon you won't have customers.

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user_9i7r52

1 Message

9 months ago

Xfinity is very difficult to reach. I still have not reached a live person. AI does not work for me. I have been on the phone for over an hour.

NO Result. I Need a Live Person. ALL numbers I have called Still cannot Reach A Live Person. THIS Is VERY FUSTRATING

1

XfinityGabriel

Official Employee

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2.2K Messages

user_9i7r52, Good day to you. Thank you for taking the time out of your Wednesday to reach out to XFINITY over our forums page for help with contacting a live person. At Comcast, we strive to ensure you receive a superior experience and are saddened to hear that we have made you feel this way. You've knocked on right our virtual door for help. We are a team of experts who specialize in providing solutions over social media in a timely manner. How can we be of service and turn this around for you today?

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

9 months ago

0

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user_cc5e6h

1 Message

9 months ago

I cannot reach human either. Horrible service

0

Customer Service

user_faupe7

Trying to reach a human

XfinityJorge

user_faupe7

XfinityRaul

WillyB46

user_faupe7

user_faupe7

WillyB46

XfinityTy

Again

user_faupe7

XfinityRoberto

user_faupe7

XfinityGabby

user_5dui6f

XfinityGabby

user_faupe7

user_79tvrc

user_9i7r52

XfinityGabriel

user_cc5e6h

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