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user_tqaslp
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Tuesday, July 2nd, 2024 10:41 PM

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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!!!!!

Question

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Updated 

2 months ago

 • Edited

45K

63

user_uob8e3

1 Message

4 months ago

Call and tell them you want to start a new service. You'll speak to someone within minutes. Think about, you didn't have an issue speaking to a human when you wanted to sign up and give them your money, right? Once you get in touch with that person, explain your situation and ask if they can help or if you can be transferred to someone that can. All calls are recorded so they can't not help you or transfer you to another human. They may try and suggest that you log into an app or website or chat, but if you say you need a human, they'll help or direct you to a human. That's what I did and I got my problem solved in 8 minutes. That included holding time. 

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user_yoxauj

2 Messages

4 months ago

  1. It is Jan 6, 2025 noon time and xfinity.com/support/schedule-callback yields "An Account and Billing callback is not currently available. We apologize for the inconvenience."
  2. I am not seeing any option to send direct message in top right after logging in.

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user_l2vw57

1 Message

4 months ago

To try to call xfinity it goes straight to india call center i'm taking my business somewhere else.

(edited)

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XfinityMarcus

Official Employee

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1.5K Messages

user_l2vw57 thank you for using the Xfinity Community Forums page to reach out today. I understand you had some trouble getting in touch with someone earlier today. I would be happy to assist you on our end. What did you need to get accomplished?

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

4 months ago

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user_7lvbcu

1 Message

4 months ago

I, too, have wasted far too much time trying to receive ANY assistance, from an AI bot or an actual human, and wish to cancel my service. I will be filing a complaint with the Better Business Bureau. It is illegal for Xfinity to charge me for products I did not consent to nor did I receive.

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XfinityBenjaminM

Official Employee

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2K Messages

 

user_7lvbcu Can you please elaborate on what you were billed for that you did not order or receive?

 

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

4 months ago

0

user_igyqxp

1 Message

4 months ago

all you have to say is cancel service and you will get a human almost immediately

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user_1i5nmi

2 Messages

I have been using Comcast for 30 years, service was never great but it’s currently abysmal.  I returned the modern rental to the store about 6 years ago and purchased our own.  At one point they started charging again for the modern, I did receive a small credit.  Returned all of the video equipment to the store on 6/24/24, they could see that I didn’t have a modern rental.  I currently have the Xfinity App which doesn’t require boxes.  The app is not great, voices fade out occasionally, signing back on is an issue, not seamless.  As of today, 01/13/25  I noticed my bill increased, again they are charging me for a modern, I think for at least 7 months.  Tried calling, forget it, used the virtual assistant, that failed.  Finally on hold for a live person only to be disconnected after 35 minutes.  I think it’s time to find another service, I don’t believe Comcast cares about their customers anymore.

4 months ago

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XfinityLinda

Official Employee

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1.8K Messages

@user_1i5nmi We are sorry to hear about your experience, and we would love the opportunity to assist you with your billing concerns here. Can you please find the best board to author your question or concern, and post your question publicly? This will open a ticket in our system for us to assist with this for you. We look forward to your post.

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

4 months ago

0

user_t5ewrd

1 Message

4 months ago

There is no way to get to a live agent. Even with their virtual assistant you can not get our of the frustrating nonstop questions that get you no where

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XfinityJanelle

Official Employee

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1.5K Messages

Hey @user_t5ewrd , Thank you for visiting our official Xfinity Forums Community support page. We greatly appreciate you taking the time to reach out. I would be more than happy to offer my assistance looking into this further for you. Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.To send a "Direct 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

4 months ago

0

user_k303jv

2 Messages

@user_t5ewrd​ tell them you are either calling to cancel  or you want new service. The automated system will connect you to a person, who in turn will connect you to a proper person to address your concerns.

4 months ago

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user_mgqesy

1 Message

4 months ago

Good luck. Seems to be a consistent theme thru all of their systems anymore. Everything you try to use to get in contact with a real person is next to impossible.  With it constantly asking you if you want to chat with a rep via text. No, I don't want to talk to you AI chat program that sends me in more unnecessary loops. Then there is this scam of schedule for a call back which again just sends you in loops or gives you errors. If a person is calling in it's for a reason. It's to actually talk to a person not get sent in circles. Don't even get started about once you get an actual person and how they are a third party call center out of country.

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user_phd898

1 Message

4 months ago

I am on the phone with a customer service rep right now after going thru the process of an AI.  I have asked for a phone number to reach an actual person and they cannot give me one.  I have been with this cable company for almost 40 years and they could care less.  Just keep raising the prices and then tell you there is a fee for early termination. 

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user_1i5nmi

2 Messages

There is a different telephone number for speaking to an actual person, you can google it.  You will probably have to wait for 30-40 minutes.   My son had an issue, he used the messaging service which uses texting.  Left his telephone number and 1/2 later he received a text and spent sometime on the issue. I have had Comcast for over 30 years and always contacted them by phone.  The younger generation hates to talk on the phone so I think this is the future.

4 months ago

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Gambit56

Visitor

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2 Messages

If you were able to reach an actual person then please describe how that went, and more importantly how you were able to do it.

The phone # available via google leads to loops that end with requirements to chat online or something similar.  I spent hours trying to reach someone as I made it a goal to do so and failed.

If you look through other chats you will see the same mantra over and over, which is "I want to speak to a live agent." The responses from Xfinity Never provide a way to do so, but rather politely apologize and redirect the conversation to using the online system.

My question could have been answered via a conversation in about 30 seconds. Instead, I was forced to use their chatbot and since I didn't use the exact terminology that matched up with their system's library I was unsuccessful in figuring it out on my own. The rep on the chat line clearly had a cultural disconnect with how I was communicating with them because they kept offering solutions that had Nothing to do with my issue. I submit that there are nuances in conversation that do not translate well via written text, particularly when it comes to technical issues.

Since I could not figure out a solution with their system I sent this in an email to Tom Karinshak, President and Chief Customer Experience Officer

Inquiry: I have been trying all morning to get a hold of someone at xfinity. There is NOWHERE on the site where I could find a phone number. The page literally says "Get in touch with a Comcast specialist. Our team is here to help." However, there is nothing but Chatbot and a "chat" option that just sits idle. No response.   I had a house fire and need to pause my service. I have been looking and likely will not find via a deep dive into xfinity articles how to do this.    Not being able to talk to someone about a simple question is absolutely infuriating.     Making it impossible to reach someone only leaves your customers an opportunity to get mad.   Pure foolishness.  Tom Karinshak, President and Chief Customer Experience Officer at Comcast needs to address this.
I did eventually get a reply from Tom Karinshak's office from a person had communication capabilities that aligned with mine so resolution was achieved.

I should note that they told me "You can also take advantage of our convenient callback link. By using this method, you can save time compared to navigating the automated system. Simply click the provided link, log in to your account, answer a few quick questions, and select your preferred callback time. Once you receive the call, press 1 to connect with a live representative."

However, even after multiple tries, the link did Not work.

3 months ago

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XfinityVianney

Official Employee

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2.2K Messages

 

Gambit56, 

Thank you for reaching out and providing your feedback. I can see navigating the Xfinity Assistant or chat help did not provide the results you needed. I understand that only after your email that we were able to provide a resolution. That said, I want to let you know you have a full team of specialists here ready to help. We don't use any bots on Forums, so you will always be speaking with a corporate specialist directly. You can feel free to make a post, and we'll circle back with any help you need. Lastly, the call-back link has recently been sunset. This means it will no longer work, and I apologize for any confusion there. However, we are always here to 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 months ago

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user_yp4bby

2 Messages

4 months ago

This stupid thing wants me to use something from the prompts in order to ask a question however, not one of the prompts relates to me what I need to ask, and that is that I would like to activate my Camera to record, but To not add a lot of data to my Internet and it does not have that information for me to fix my issue because I know someone’s breaking into my house and I can’t get this camera to record because I don’t have my data said high enough, but I can’t afford to set my data higher but I need to record what’s going on inside my home because I gotta figure out who’s breaking into my house and changing and moving things

This comment has been converted into a post

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BrianBravo

1 Message

3 months ago

Same thing.  Even the Customer Service page has broken link and images do not load.  This is January 2025.  The app breaks half the time and errors out and the website doesn't load normally like other websites.  https://www.xfinity.com/support/contact-us.   I don't get it.   I have 2000mbps download and 300mbps upload.   I've opened two support tickets and chatted with someone online.  No one is calling me back and contacting me (3 wks) to help resolve anything.  I'm paying for 2000/300 but only getting 600/45 from multiple ethernet connections on 2.5 gbps ether net cables and my cable model is more than capable.   Please someone help. 

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XfinityRaf

Official Employee

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903 Messages

Good evening @BrianBravo. When did you open the two tickets? 

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 months ago

0

user_zzc5vr

2 Messages

@BrianBravo​  IT really is something wrong even when you finally get a agent ,they act like we the customer did something wrong your data and wifi starts running slow and needs to be reset 

3 months ago

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user_bt30sw

1 Message

3 months ago

I’m having same trouble on my end. Tried the live messaging service. They overcharged me $30 even though I was contracted for $95 a month and they reverted it to the original after my change for a better service. That was the deal. Also there is no call in service. There something crooked going on. I don’t recommend using Xfinity. Also get a 3rd party router modem.

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XfinityAngie

Official Employee

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1.8K Messages

 

user_bt30sw, Thank you for reaching out to Xfinity Support. I am sorry that you have had this experience. We would be happy to help you. 

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'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

3 months ago

0

user_cdw8wo

2 Messages

3 months ago

My daughter has been on hold for over two hours and couldn't get anything accomplished with the virtual assistant. She works six days a week and doesn't have time to just sit and wait. Finally the chat asked for her phone number and then hung up. She's being charged over 300 a month for things y'all called and changed for her and enrolled her in. Nothing has changed and she's still paying the high amount. How can you call and directly speak to someone?

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user_cdw8wo

2 Messages

3 months ago

My daughter has used y'all for awhile now and has continued to try to talk to a live agent. She has spent hours on the phone with the chat assistant and has gotten no where. She works six days a week and can't wait on hold forever. They finally asked her for her phone number and then hung up on her. She was so upset. She is being charged and astronomical amount on a monthly basis. Y'all called her and talked her into switching her plans to better fit her needs and she did that and you're still taking out $300 a month. Someone needs to contact her immediately about this because she is due a large refund. 

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XfinityJeniece

Official Employee

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3.1K Messages

Hey there, user_cdw8wo, thanks for reaching out through Xfinity Forums regarding your daughter's account. We would be happy to help with her billing concerns on this platform. I definitely understand needing to get billing concerns resolved quickly especially since she works so much. We are here to help! 

 

To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon or  https://forums.xfinity.com/direct-messaging
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.

 

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 months ago

0

danmandan

Visitor

 • 

1 Message

3 months ago

There is NO customer service anymore,, [Edited: Language] run around of computer generated so called assistence,, thankfully fiber optic internet is available now for me and I am going to gladly divorce myself from this joke of a company,, The bill goes up but its the same lines/same equipment but less people they have to pay ,win win , and if you dont like it ,, basically they are saying if you dont like it  tough xxxx 

(edited)

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XfinityBenjaminM

Official Employee

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2K Messages

 

danmandan Hello! Thank you for reaching out to us here on our Community Forum. We are sorry to hear that you're not having a good experience with us. We'll be happy to see what we can do for you. Please send a Direct Message with your full name and address. Here are instructions on how to send a DM in case you need them:

 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

3 months ago

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user_3mlftg

1 Message

3 months ago

I have been trying to get them also for weeks now! It's like a slap in the face. I need a person not a time wasted computor.

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XfinityBrianH

Official Employee

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1.3K Messages

 

user_3mlftg 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. 

 

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 months ago

0

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