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user_2b6e46
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Thursday, September 28th, 2023 7:18 PM

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Why have I been on hold over 2 hours to speak to a representative!

What could customer service representatives possibly be doing at Xfinity that I am still on hold after 2 hours??? Please help me understand if they are driving to customer homes to answer questions or what! I have the screenshots to show it. I take one every 15 to 30 mins bc I will be emailing the screenshots to everyone at Xfinity. After being on hold this long there’s no way I'm hanging up! 

Question

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Updated 

1 year ago

1.3K

8

MNtundraRET

Gold Problem Solver

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5.9K Messages

2 years ago

If they have not got back in 5 minutes, they lst your call. I would have hung up. It has happened to me in the past.

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user_18a310

Visitor

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3 Messages

2 years ago

Yep! Me too! Still on hold after 2hours, 28 min. Clearly this debacle of a company spends more time fixing issues their agents create than providing any degree of customer service. The CEO needs to be fired and replaced with someone who actually knows how to run a service providing company. There is zero excuses for the deplorable way this company is managed. If the Xfinity board of directors paid attention, they would oust the CEO. This all starts there. This monopoly needs to end. 

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user_18a310

Visitor

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3 Messages

2 years ago

Still on hold after 2 hours, 31 minutes! Who does this to their customers????? It’s always about trying to fix issues their agents create by not knowing what they are doing or misleading customers! What a company, not to mention a publicly traded company who gets by with doing business this way. sickening. [Edited: All caps]

(edited)

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XfinityChristy

Official Employee

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2K Messages

2 years ago

@user_2b6e46 Thank you for reaching out via our Xfinity Forums. Our team is here with all things Xfinity. I am  not sure what was causing the long hold time. May I ask what phone number you called? Also, was your issue resolved? If not, we would be happy to help you here. 

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user_ln36ps

1 Message

[Edited: "Personal Information"].  On 2 phones both on hold well over an hour.  And getting the chat to call you doesn’t work out.  So much for customer experience.  

(edited)

1 year ago

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XfinityBillie

Official Employee

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3.3K Messages

@user_ln36ps We appreciate you taking the time to reach out to us here on our Xfinity Forums. I'd love to see if we can help you with your concern right here! Can you tell me more about why you were reaching out for assistance?

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 year ago

0

user_jfjz41

1 Message

1 year ago

I have been on hold for a representative for 2 hours and 45 minutes. What [Edited: "Language"] is going on. I got a modem today that I set up just as instructions told me and when it was about to finish setting up on the app, my app stopped working and signed me out. Now I cannot sign into the app despite resetting password (per chat bot instructions) 3 times. I can sign into my account on a browser just fine, but of course you can’t setup wifi without the app. Please help me this is ridiculous and should not take 4 hours of someone’s time. It’s a disgrace. 

(edited)

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XfinityDena

Official Employee

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3.2K Messages

@user_jfjz41 I am sorry for how your expereince has made you feel. I want to be sure we can get everything figured out for you with your service. Please send me a Direct Message with your name and service address so that I can fully dive into this for you! I will leave you instructions on how to initiate the message with us! I look forward to working with you soon!


- 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

1 year ago

0

user_acpjqo

1 Message

1 year ago

Can’t downgrade my service. I’m put on hold, and at exactly 33 minutes, the call hangs up. Has happened twice now. Who do I send a bill to for wasting my time?

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XfinityLinda

Official Employee

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1.8K Messages

@user_acpjqo Sorry about the trouble getting through. If we may assist, 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. 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

1 year ago

0

user_a987wb

1 Message

1 year ago

I have the same issue.  I have currently been on hold for over 2 hours. I called Xfinity and asked "what promotions are available for existing customers" and was placed on hold. I have tried the chat, signing into my account and everything says I must call. I called Xfinity on another phone and it was answered within 10 minutes to be told that they couldn't help me and to try calling back at another time.  I love how they "are committed to respecting our customers’ time, simplifying their experience, and making things right if we fall short." I have yet to experience this commitment in any way.

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XfinityRay

Official Employee

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2.7K Messages

Good evening, @user_a987wb! I apologize that you were not able to change your plan online and were not able to get this resolved when you called. Our team is here to help and can go over options and change your package through direct message right here on our Forums website. If you have a grandfathered package, the website will not allow you to change your plan online and will say to reach out to us. If you have a current package with us, it will. I also apologize that there was any confusion surrounding that as there shouldn't have been. 

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

1 year ago

0

gowithflo711

1 Message

Hello,

I have a grandfathered package and cannot change my plan on the website. Phone support was no help. I do not see an option for direct messaging. Can you help me?

1 year ago

0

XfinityMarcos

Official Employee

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2.3K Messages

Hello @gowithflo711, thank you for reaching out for support with your package changes, you've come to the right team 🙌. I also appreciate you trying to work with our phone team as well trying those online self-service options, I have your back every step of the way. As a friendly reminder, please create your own post under the appropriate Forum board when you have a different concern from the original post. You can also review our Forum Guidelines for more details on violations. Getting back to your concern, if we do make any changes and your services are grandfathered, there will be no way to get your previous package back. Are you currently signed in to the Forums with your Xfinity credentials? 

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 year ago

0

user_ly6lj4

1 Message

1 year ago

Currently on hold to downgrade my services. I have to wonder how quickly they would pick up if I selected I was a new customer?

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