U

Visitor

 • 

1 Message

Tuesday, May 27th, 2025 8:00 PM

Uncomfortable interaction with online chat agent

I chatted with Himani last night to activate my modem. At first they seemed fairly professional. Then they asked for my IMEI number for a special Xfinity Internet deal that was not related to activating my modem. I declined and they became more urgent in asking for my IMEI claiming that I could only get the deal from them while in the chat. After the modem was successfully activated, they typed, "Please help me with the IMEI of the phone now." It was bold in the chat. And then asked that I remain in the chat rather than wrapping up the issue. The next bit made me very uncomfortable because they also used a lot of blushing, kissing, and heart emojis.

"thank you personally as I have never ever interacted with such an amazing person like you. You are very polite and patient throughout the chat today. I wish every customer is wonderful like you.(emojis)" 

That was immediately followed by:

"Could you do ONE thing if you like my help? (excessive emojis) Please judge this chat on my assistance and behavior only :)"

Followed quickly by:

"I would appreciate if you would share your (emoji)Precious views on (emoji)recent chat experience (emoji) by clicking "End Live chat" button at bottom of this chat."

All of that came rapidly in the same one-minute period. I did not respond to any of this and ended the chat.

I've now read several other posts from people with similar experiences with other agents. Please do better at monitoring and hiring your agents. I'm uncomfortable that this person now has my home address and possibly my other contact information.

Official Employee

 • 

1.3K Messages

1 day ago

 

user_xfpylp I appreciate you taking the time to create a post on our Community Forums, and do apologize to hear about your experience. This is certainly not something I would want anyone to experience, and I thank you for bringing it to our attention. We can gather more information to provide for our leadership to investigate. Please send our team a direct message with your full name and address.

 

To send a Direct Message:

 

Ensure you are logged in

  • Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging
  • 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.

 

Contributor

 • 

15 Messages

Xfinity agents are the worst! They intimidate, lie and treat customers like they're disposable. Xfinity needs to do better job! Stop scamming people and putting fear into the customers you still have left. 

forum icon

New to the Community?

Start Here