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Eatingfrostedflakes
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3 Messages

Saturday, May 24th, 2025 1:44 AM

WHERES THE CUSTOMER SERVICE AGENTS????

I have been with comcast/Xfinity for over 10 years and even added cellular to my plan when that was available. I HAVE NEVER HAD SUCH A HARD TIME REACHING A CUSTOMER SERVICE AGENT. I would like to discuss the intermittent loss of speed, my internet has literally stopped working 2 nights in a row, the fact that my modem router isn’t showing up on my Xfinity app, and that my data status bar is always in red which I am concerned it thinks I am over in my data every month because I have been over charged already once. XFINITY ASSISTANT IS WORTHLESS FOR THESE QUESTIONS!!

I even bought and upgraded to a new $300 modem router listed on their approved products which hasn’t helped. I’ve moved to a different city recently and my service is still terrible so it doesn’t seem to be my location.

I don’t understand how a great company that has served and helped me for so many years can treat their customers this way.
I like many others am so disappointed, I am going to seek alternative services. I couldn’t change before because Xfinity had monopoly over the area I lived, but that is no longer the case. 

Question

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Updated 

13 days ago

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XfinityVictor

Official Employee

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1.4K Messages

22 days ago

 

Eatingfrostedflakes Hello, I am happy to be of assistance. Can you please send us a DM. You can start by clicking the chat icon located in the top right corner of your forums' page when signed in. Once there, you can direct your messages to "Xfinity Support." Please add your full name and service address to help us locate your account. Let me know if you have any questions. 

 

1

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XfinityPeterH

Official Employee

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2K Messages

 

Eatingfrostedflakes Thanks for the feedback. Here is another way of trying to contact us:

How to Send Us a Direct Message:

  1. Click "Sign In" if necessary.
  2. Click the "Direct Messaging" icon or visit Xfinity Direct Messaging.
  3. Click the "New message" (pencil and paper) icon.
  4. In the "To:" line, type "Xfinity Support".
  5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
  6. An "Xfinity Support" graphic will replace the "To:" line.
  7. Type your message in the text area near the bottom of the window.
  8. Press Enter to send it.

For an example of how to send us a Direct Message, check out this link.

https://forums.xfinity.com/conversations/email/cant-create-a-new-email-address/605e52b726aa974d63032d02?commentId=606107ea738c7f46a02b830e



 

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.
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13 days ago

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Eatingfrostedflakes

Visitor

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3 Messages

13 days ago

Okay so wait.. We as customers aren’t actually supposed to be able to get someone on the phone? Is that the goal? I mean it took me days to find this forum and you’re telling me that I can’t just call and get someone on the line to help me? I have to get on your chat forum in order to speak with someone and it’s not even an option accessible by the app? I see you responded 9 days ago and only received notification of your response 2 days ago.. and if this is the proper channel to get help then why was it so difficult to find? And meanwhile if I’ve been out of internet this whole time.. I’ve just been waiting.  Also.. there are two addresses listed on my account one of which I haven’t lived at for a year. When I was able to get someone on the phone before I did as for all this to be fixed, but it wasn't addressed. So which address should I provide in order for you to find me? It’s one of the reasons I keep going around in circles with xfinity assistant. I still don’t understand how you keep customers when you treat them as if they are unimportant making it so difficult to get help. At least that’s how this process has made me feel. 

(edited)

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XfinityPeterH

Official Employee

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2K Messages

 

Eatingfrostedflakes I can appreciate where you are coming from and short answer to your question, Yes you can always contact us via phone at 1-800-XFINITY, or if that option isn't working we have many other avnues such as this forum, the assistant, Chat, Reddit, Facebook, X. We do our best to work with all our customers and give many options for 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

Like

Reply

13 days ago

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