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user_14z5qj
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3 Messages

Wednesday, December 31st, 2025 5:57 PM

virtual assistant is terrible

I have just spent twenty mind-numbing minutes that I will never get back engaging with the stupid AI assistant. I ask it to show me how to cancel my hbomax subscription, I get an irrelevant answer, I ask for an agent, it says it will get me an agent, then I get asked some more screening questions, only for it to then decide "i can help with that" and then send me right back to the beginning screening questions, to get stuck back in the same loop of screening questions, getting the same irrelevant answer, asking for an agent, getting more screening questions, then it decides I dont need an agent, gives me the same irrelevant info, I ask for an agent, i get more screening questions, it decides I dont need an agent after all, spews the same answer that doesnt answer my question, over and over and over and over and over again. and any other place i try to look for the answer on my own, every screen funnels me back to the virtual assisstant. I want to cancel xfinity out of principle at this point. their customer service was always bad, but now they dont even have engage with the public at all, or pay anyone a living wage

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1 hour ago

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XfinityEmilyB

Official Employee

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2.6K Messages

2 hours ago

 

user_14z5qj Welcome to our community forum! Thank you for reaching out so we can help you manage your subscriptions. Have you tried visiting this link: xfinity.com/yoursubscriptions to view and manage your subscriptions? Does it give you the option to cancel HBO/Max? 

 

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user_14z5qj

Visitor

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3 Messages

of course I havent since your AI assistant didn't provide that link. hbo isn not there, but I cant tell what's going on with my account. it doesn't look like what i believe I was paying for (separate from hbo--there are other things i have questions about) but your website is awful to navigate for basic info--it only wants to make me add to my account or send me to the AI assistant. the app is the same way. Both constantly ask me to sign in to everything even though I've signed in a million places already. and BOTH take forever to load the pages after I've signed in (again), and half the time they say that page isn't available, and another 1/4 of the time they'll say "you need more help. please call an agent" when all i want is real basic info, not to spend 15 minutes on hold while the agent 'verifies my account info' again. you guys have serious problems

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1 hour ago

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XfinityAngie

Official Employee

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2.2K Messages

 

user_14z5qj, I am sorry you had difficulty getting this handled. We can help.

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 forum's page.

Here are 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

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1 hour ago

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user_14z5qj

Visitor

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3 Messages

funny how I complain about being stuck in an endless loop of being passed around and never getting help and the answer is to go back in that system and ask for help. comcast customer support in a nutshell. i wouldnt even be surprised if most of these 'official xfinity employees' are AI chatbots too

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1 hour ago

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XfinityAngie

Official Employee

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2.2K Messages

 

user_14z5qj, I totally get your frustration. I can assure you, I am a real person, not AI. I would like to help, but need you to send the DM. 

 

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

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1 hour ago

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