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user_3616a9

Visitor

 • 

1 Message

Thursday, October 6th, 2022 9:30 PM

Closed

Why Can’t I Talk to a HUMAN???

There is yet another outage in my area. The virtual “assistant” is completely useless and won’t connect me with an actual human so I can get a better idea of when the issue will be fixed. I have no way to work, watch TV or movies. My security system doesn’t work. And I have NO ONE I can talk to about this. Unbelievable!

Question

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Updated 

2 years ago

537

4

CCJosh

New Problem Solver

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452 Messages

3 years ago

This is certainly not the experience that we want you to have when reaching out for assistance, @user3616a9. You should be able to check for updates through your My Account application.

If you need to, you can send us a Direct Message to get started.

 

To send a direct message you may need to:

 

Click "Sign In"

 

Click the "direct message" icon

 

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_f87899

Visitor

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2 Messages

2 years ago

This pisses me off so much. They send you to that stupid auto assistant that never solves anything and doesn't even give you the option to get real help any more.

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jesalee

Visitor

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2 Messages

2 years ago

IF YOU EVER DO GET A HUMAN (MAYBE), THEY DO NOT HAVE THE AUTHORITY TO DO ANYTHING ABOUT YOUR ISSUE .

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XfinityRoberto

Official Employee

 • 

1.7K Messages

Hi there @jesalee, I'm sorry to hear about your recent experience when you reached out to look into what is going on with the spike in your data usage on your account. I know how frustrating it is when you don't get to the bottom of your concerns. I do want to see you get the answers you are seeking. 

 

We have our Customer Security Assurance team for this exact purpose. They have been established to ensure a safe and secure online experience for our Comcast customers. This team is a dedicated group of security professionals who respond to issues pertaining to phishing, spam, infected computers (commonly referred to as bots), online fraud and other security issues. I do recommend contacting our Customer Security Assurance team between 6:00am - 2:00am EST, 7 days a week by dialling 1-888-565-4329. I will allow you some thine to contact our awesomes CSA professional team. 

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

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