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4 Messages

Tuesday, July 2nd, 2024 10:41 PM

Why can’t I talk to customer service

This is now the 3rd time I’m typing this because I conveniently get error messages on every page I am in on this website and app. My bill increased for equipment that I was told wouldn’t be a cost to me. I am more than angry that I’ve wasted an hour to just speak with someone and it’s impossible!! How is this legal? [Edited: "Inflammatory"]. SOMEONE CONTACT ME!!!!!

Official Employee

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1.6K Messages

3 months ago

Thank you for your feedback, user_tqaslp. There are a variety of ways to get in touch with a Comcast specialist. Our team is here to help. If you prefer to speak over the phone you can call us at 1-800-Xfinity (800-934-6489). You can also request a callback from Xfinity. To do so please visit xfinity.com/support/schedule-callback to get started. If you’re not signed in to your account, you’ll be prompted to do so using your Xfinity ID and password. Our team can help too. Please send 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

 

4 Messages

Funny how complaining is the only way to get a response. Called that phone number and went in circles…absolutely no assistance even offered! Xfinity assistant is just useless and schedule callback is nowhere to be found. How about a real reply instead of the same copy/paste in every single reply here

4 Messages

And, it won’t even let me write a message. You guys are the absolute worst!!

7 Messages

@XfinityThomasA​ 

This number you provided only goes to an automated service that forces you to enter a chat via a text  link no matter what option you choose. Then those reps in text chant call you so you have to demand they schedule you for a callback [Edited: "Inflammatory"]

(edited)

1 Message

I just drove to our nearest xfinity store and got more info in 5 minutes than I have over the phone in 5 months.  

Official Employee

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1.4K Messages

@user_smcey3, I am happy to hear that our Xfinity store near you was able to assist you with your account concerns. If in the feature you need any assistance we are here to help out as well. 

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

7 Messages

3 months ago

[Edited: "Inflammatory"]. Check your data delivery to make sure you’re getting the speed you’re paying for and have them check your lines for faulty wires since they won’t voluntarily do so to ensure quality service is deliverable. 

(edited)

4 Messages

@user_oq97jz​ 

thank you - I will. Even tho there is literally nothing I can do about it. At this point, I’d pay more to get rid of them. I’m completely baffled that such a huge company can get away with this. It can’t be legal. 

Hope you have a very happy 4th!

3 Messages

1 month ago

Xfinity customer service is terrible.  Worse than terrible if that is even possible.  Even if you can reach a voice, they'll just read from a script they have, asking you to reboot your modem.  Even when it's not a modem or service issue.  I just attempted to contact Xfinity about an outage in my area and the rep would only try to sell me a $99 a month protection plan.  When I asked for a supervisor, she refused and hung up on me.  There is no customer service from Xfinity.  You have the chat bot on their support page and that is about it.  I'm actually calling IQ Fiber next as we have it in our area now.  It's cheaper for faster service.   I do not know how their customer service is as of yet but will soon find out when I cancel my service with Xfinity and start new service with IQ Fiber.

3 Messages

1 month ago

I have calling for a week. Now really missed. I do not like texting or communicating thru AI. Cannot talk to rep. No what answer i give to questions keep getting routing to online resources. I am seriously considering other cable providers.  What so difficult about talking to a live person cost go up customer service goes down. So Don with xfinity.

1 Message

1 month ago

lol they are making it nearly impossible to talk to a real person. 

calling just goes to ivr and doesn't give me any option for live person

even clicking on requesting call back - also just go to chat option, then the chat you cannot request callback and are stuck with a chat agent. 

agent said - you requested to chat so i can chat. 

seriously...

Official Employee

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1.3K Messages

 

user_v1hf5o, This is not the experience we want for our customers. We are here to help. Is there something we can do for you from here at Xfinity Support? 

 

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

1 Message

25 days ago

I absolutely agree with these customers!! You have, hands down, the worst customers service in the universe!!

1 Message

21 days ago

Xfinity you are the worst! For years you have had

mt

Account under someone else name (I own my house and my account) you won’t change it , you say you’ll do it and years later it’s still there. 
I have been told there was some imaginary internet device sent to me but I’ve always had my

old one and now you’re charging me for 2. Whenever I call to tell you I don’t have one you continue to say you’ll remove it and yet still charge me . 

Official Employee

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570 Messages

Hey there, @user_7k2t6s. Our team can assist with getting all of your account issues cleared up! If you could please send me a DM with your first and last name along with your full-service address, we can get started.

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon or https://comca.st/3EqVMu7

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

See https://comca.st/3KQF8q9 for an example.

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

1 Message

20 days ago

How is it legal to never provide any support and send customers in circles with automates responses? Cannot get a human no matter what avenue I try, cannot get a call back and cannot get a human to help resolve issues.

Official Employee

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1.1K Messages

user_kf2lqr Hi there! Thank you for taking the time to reach out on our Xfinity Forums to share the experience that you have had with trying to reach someone for help. I'm sorry that it has been so difficult. My team and I are prepared and happy to help out! Are you having an issue with your account or services? 

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

2 Messages

@user_kf2lqr​ I think someone should sue Xfinity for not allowing you to EVER speak to a live person in customer service!  How can that possibly be legal?  You can't just send folks to a Bot on text or to a FAQ page.  That can't be legal!!!!!  Many questions are specific to a customer's specific needs and can't not be answered on a FAQ page.  I am going to call a lawyer and inquire as to whether that is legal for a customer service department, as large as Xfinity, can be allowed to NEVER answer a phone call and only put you in a loop with a BOT or a FAQ page.  It's the most frustrating customer service department I have ever experienced in my life!

1 Message

14 days ago

[Edited: "Inflammatory"] none of yall no help paying near 200 for some wifi

(edited)

1 Message

10 days ago

Also been sent in circles. Impossible to speak to someone on the phone. I installed a new device moving into a new home. As a new customer, I paid $100 for installation fee and it wasn't installed properly. I had to get another xfinity technician to come fix it and was charged another $100. How is fixing the mistake they made the first time worth double charging?

3 Messages

8 days ago

The absolute WORST customer service I’ve ever experienced. You can’t ever get in touch with anyone!!! I try to call on my way to work, DRIVING, and all it does if want to to press buttons, how dangerous!!! I have an alert for when Verizon is available in my neighborhood, cannot wait to get rid of this service. 

Official Employee

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1.2K Messages

Hello @user_v3lpoc, Thanks so much for taking a moment out of your day to leave a comment on our community forum. We would be happy to help with any concerns you have. How can we 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

3 Messages

2 days ago

I have had a ticket declined twice from credit escalation department. They offered me credits on my bill for a mistake they caused yet now it’s something they do not want to give me, nor will they apply it to my bill. The credit department will not speak to me either after several attempts to get them on the phone. 

 Now, They keep adding to my bill even tho my services are off/suspended. So I have a bill that has two months for services I haven’t even had. It’s been off for over a month yet the bill is still going and climbing and I’m being charged. 186$ a month for two months that services were not even on for is just Crazy!!! Angry is an understatement for being treated this way. They create a ticket, escalate it and then decline it and my bill then climbs higher from it being unresolved. You call back, it is the same repeat with a new ticket created and having to talk to 3 or more Techs to start the whole story over about what happened. 

I’ve called for two weeks daily and nobody from the credit team will speak to me. It’s all in the “notes” yet they also will not honor offers they tell you about. Such lies. Why say credits can be added yet nobody from the credit escalation will get on the phone or approve it? It is lying, fraudulent and deceitful to offer something and then not give it just to keep someone as a customer. False promises. The calls are recorded yet they won’t replay them to hear what has been done to you as a long term customer either so I am done. They have lost my business after this & probably my other family members who use them as well. The bill will now be added to collections because I refuse to pay for services I didn’t have at all. I tried to call for two weeks to resolve it and nothing was done other than time waisted on their phone line but to be given the run around every day. Goodbye Xfinity. Nice knowing you and I hope it was worth losing a loyal customer or five. I had y’all for over 3 years so I hope you realize what a mistake it is to lose me and my family members as well. All because you refuse to honor your offers, fix a bill and make right. 

(edited)

Official Employee

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1.2K Messages

Hello @user_lok02a, Thanks for the comment and we would be happy to help! If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you. To send a Direct Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a direct 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

3 Messages

@XfinityChelseaB​ if I was important to you all as a customer I wouldn’t have to reach out after over 20 times which I have in the last two weeks, calling every day on a “recorded line”. You all would reach out to me if I was important to you as a customer. Nobody is going to call every day for the same thing and see no changes, at least I’m not. It’s insanity and ridiculous

(edited)

1 Message

2 days ago

Good luck!  I am so tired of the constant degradation of the customer experience with XFinity!  It’s literally impossible to speak with anyone. After listening to the annoying fake typing from the automated support “person” (which incidentally grates my nerves because it insults my intelligence, thinking I would actually believe someone is typing), you are asked, then told to use the XFinity assistant via a text link. If you say no, you will be told goodbye & hung up on. 

3 Messages

It’s insane!!! And the fake typing is crazy and seeing you put it how you did, it now grates my nerves! Lol! 

Official Employee

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1.2K Messages

 

user_v3lpoc Good morning! We appreciate you taking the time out of your day to reach out to our Community Forums Team to bring your experience to our attention. We definitely want to be sure to address all your concerns, and the feedback is helpful in identifying issues on a user end. I'd be happy to assist you with any questions or concerns you have today. How may help you? 
 
 

 

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

1 Message

1 day ago

This company has the WORST customer service of any company in America.  Can't even talk to a real person EVER.

1 Message

@user_2nsqo5​  call the 800 number and go thru the prompts to cancel service.  You'll get a live agent in a few minutes or an option for a call back in about 10-20 minutes.  The call back is never available on the website.

1 Message

1 day ago

I have had the same problem.  I was trying to solve a TV issue for my 96 year old parents. When I finally got through to an agent, I was told the equipment was old and needed to be replaced, the only cost would be for shipping.  After the equipment arrived, we couldn't set it up because it hadn't been activated and we had to have  a tech come to the house anyway.  All of this took multiple calls to the automated line and multiple disconnections before I got to a human being.  Now I am getting a message when I try to login to the account online that they are increasing the bill because we have "added" equipment.  We didn't add anything, we replaced equipment.  There was an option to review later, that didn't work. I could also request a call back if we had questions.  When I tried that, I got a message that call back service wasn't available.  Another call to the Xfinity "help" line.  After several more disconnections, I finally spoke to someone who told me that they didn't see any increase to the account and to just accept the charges and to call back if the next bill did increase. NOT helpful! I should be able to charge Comcast for the time I spend trying to get customer service.  Unfortunately, Comcast is the only game in town so there is no competition. 

This is copied directly from the Customer Experience page "Putting the Customer at the Center of Everything We Do

We are committed to respecting our customers’ time, simplifying their experience, and making things right if we fall short."

Comcast has fallen far short of the customer service pledge.  Terrible customer service doesn't even begin to cover it.

3 Messages

This is SO frustrating!!!!!! They are honestly the worst, it’s insane. I thought the same thing about charging for my time!

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