Unable to speak with live agent ----- extremely frustrating

My internet went down on July 8th. It is now July 17th and it is still down. I work from home and internet with wifi is absolutely necessary. I have tried numerous times to speak to a customer service representative but keep getting directed to the chat box and AI assistant, which is absolutely no help. I've been an Xfinity customer for years but am strongly considering canceling my service and switching. Please help!!!!

Responses

XfinityShawn

Official Employee

•

1.5K Messages

10 months ago

user_k0z8p4 I can definitely relate to needing the internet as I work from home also., My team can definitely look into your account today to see what is going on. To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a Direct Message.
Click "Sign In" if necessary
Click the "direct messaging" icon or https://forums.xfinity.com/direct-messaging
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_k0z8p4

4 Messages

@XfinityShawn

I reached out and contacted Xfinity Support as suggested. Getting the same canned responses and no real answers on why my system is still down while several of my neighbors systems are back online; why isn't Xfinity sending anyone out to see what's going on; why can't I speak to a real human being; why do I have to wait until the outage is resolved to be offered any type of invoice waiver or credit; etc.

This truly is an ongoing horrific experience in dealing and trying to get a reasonable resolution from Xfinity

10 months ago

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Customer Service

user_k0z8p4

Unable to speak with live agent ----- extremely frustrating

XfinityShawn

user_k0z8p4

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