U

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!!!!!

1 Message

13 days ago

Please call [Edited: "Personal Information"] concerning my bill , I was on a program that paid my bill so why am I disconnected 

(edited)

Official Employee

 • 

1.4K Messages

@user_k0lw2f

 

Thanks for reaching out to us,  we offer many https://www.xfinity.com/support/contact-us ways to reach an Xfinity agent to assist you with all your needs.

 

 

If you would like further assistance on this platform,  please send our team a direct message with your full name and full address,

 

To send a "Direct Message" ("Private") message:

Click "Sign In" if necessary

  • Click the "Direct Message chat" 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

 

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

9 days ago

This morning. I’m working at home, Internet service stops. I open up my Xfinity app to see that my balance is zero. But it still says my service has been interrupted for lack of payment. I open up the automated chat, I tried to explain that, and it gives me the option to “pay my bill“ I go to that link, same thing, my balance is zero yet shows as interrupted for lack of payment. I say I’d like to speak to a person and it tells me I need to “sign in“. I click the “sign in“ button and the chat then says “login request sent“ I click it again, says the same thing again over and over and over. It will not connect me with an agent. I find a phone number, it gives me an automated person to talk to. It cannot find me through my ZIP Code nor my phone number. I give my account number, it still can’t find me. This goes in circles for about 15 minutes. I hang up and call again and say I’m a new customer and I was able to get somebody.
I am now told that my service is down because there is work going on in the neighborhood. I received nothing telling me this. The only thing I did see, was that the app and the automated chat service told me I needed to pay my bill. Which again, was zero. I know this because I paid it last week.
I had planned working from home today, nope. Cannot do. Can’t use my treadmill because it needs Internet, can’t watch television because it needs Internet as I also have Xfinity streaming which I will be switching over to YouTube TV. Which I understand is much better anyway.

xfinity has terrible customer service. They make it virtually impossible to talk to a person. And when you do, it’s no help. Unfortunately, I think they’re the only Internet service in my town. AT&T may offer service, but I believe they are related. This company is [Edited: Inflammatory] and if I could leave them, I would. Although I will be switching over to YouTube TV because I’ve heard so much good about it. Much better than Xfinity streaming.
Now, what the [Edited: Language] up with my service being down?

(edited)

This comment has been converted into a post

2 Messages

8 days ago

Xfinity has become beyond useless.

Near impossible to get connected to an agent and when you do finally get connected to one, it's an offshored agent in India that reads from a script.

If it's an issue beyond the script, you are [Edited: "Language"].

[Edited: "Solicitation"] .

(edited)

Official Employee

 • 

2.8K Messages

@user_ias2v Thank you for taking the time to reach out to us here on our Xfinity Forums. This is never the experience we want for our valued customers and would love to help you with any concerns that you have regarding your account. Can you tell me a little more about your concern so we can better 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

7 days ago

I want a live agent!

Official Employee

 • 

1.2K Messages

Thank you for reaching out here @user_or27hu. May I ask how we can assist you from here?

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

Visitor

 • 

1 Message

5 hours ago

We are literally going through the same thing. Chat tells us one thing about scheduling bills and it doesn't happen. Or chat says our services won't be interrupted and it still does. Then we call in and they tell us we can only speak with the chat people because they told us. How do they not communicate??

Official Employee

 • 

2.2K Messages

Hello, user_bbc21a! I understand how hearing different things can be frustrating. We are happy to assist you here. Your account reflects how much is due and when as well if you are eligible for flexible payment options. Our teams can all see this same information. When you need more time to pay, if you are eligible, you can set up a Payment Arrangement in the Xfinity app. We can check on your balance and if you are eligible for a Payment Arrangement.

If you would like our assistance with this, please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging icon located at the top right of this forums page.

Here's 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
forum icon

New to the Community?

Start Here