Frequent Visitor
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10 Messages
Why Is It Impossible To Speak To an Agent?
Xfinity has to have the worst Customer Service platform in the history of the world. They assume that you can only have a problem in a certain area such as Internet or voice and then base all of their questions off of those areas. After spending hours of going around in circles I somehow lucked out and got to speak to a live agent. I wish I could remember how I did it. The Agent opened Ticket [Edited: "Personal Information"] over a week ago and I am trying to find out the status of that ticket. The agent said it would be taken care of within 24-48 hours which has come and gone a long time ago. I have approximately 700ft of FIOS cable laying on top of the ground and blocking the entrance to my basement.
I spent another hour just now trying to speak to an agent with no luck.
I should not have to reboot all of my Comcast equipment to speak to an agent to find out the status of a ticket. This is ridiculous!!
XfinitySara
Official Employee
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1.1K Messages
1 year ago
Hello, @zeekstern! Thank you for taking the time to create a new post regarding your customer service concerns. I'm sorry to hear about the trouble you've had with our automated system, and I appreciate your feedback! Our Digital Care Team would be more than happy to check on the status of that ticket as well as the work being scheduled to have the outside line addressed. Could you please send our team a direct message to get started?
To send a direct message:
To expedite your request, we ask that you please include your name and the service address alongside a detailed summary of your request/question. Thank you!
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user_78jghd
1 Message
10 months ago
Tried to resolve a billing issue today, the automated system could not help, imagine that. Kept asking for live help and it kept putting me into the automated system every time I responded that it was a billing issue. Kept telling me that I had to be logged into my account to pay my bill, not trying to pay a bill, trying to correct a billing problem that xfinity created.
Lost 2 hours out of my day dealing an issue that should have taken 10 minutes. The next time there is any kind of xfinity problem that requires me to contact them, I will be calling to cancel my service. Am not going through this again, I have other options. BTW this communication issue has gotten worse over the years not better.
THERE IS NO CUSTOMER SUPPORT OR SERVICE AT XFINITY
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user_v2l8eh
1 Message
9 months ago
Totally AGREE with you!
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user_a46ztc
2 Messages
7 months ago
[Edited: "Inflammatory"] I got a text from Xfinity saying there was a problem in my area. It said it would be fixed by 7:30 pm est and you'll receive a text stating service has been restored. It wasn't fixed until 9:30 pm and didn't get a text until 8:04 am. The next [Edited: "Language"] morning!! [Edited: "Inflammatory"]
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user_3y9qc4
2 Messages
7 months ago
The most awful customer service. Pushing mobile additions to packages and making you go through 25 minutes of automated [Edited: "Language"]. Took way too long for my agent to say anything about call back through the App. I also sat on the phone going through too many prompts then it sent me back to the chat. I have tried to get an issue resolved for 2 months with no action.
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user_yyde9d
1 Message
7 months ago
You're absolutely right, it's impossible to talk to a live agent, I need to ask somebody why I have to suffer outages every single day and still pay premium price for this terrible service. They don't want people calling in to get discounts so they just block you all together. It is evil and it needs to stop.
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user_6w7u46
1 Message
7 months ago
Trying to speak to a live agent makes you want to pull your hair out. I go through the prompts and then it either hangs up on me or makes me start all over. I don't have an issue with my equipment, the automated system assumes everyone is calling because they have technical issues, "NO" I don't. I want to renew my service but thinking I'm better off just buying streaming apps, because Xfinity has terrible!! customer service, most time I just give up and hope the next day will be better, but I'm always disappointed. As many customers as you have, you should really invest in a better system to help your customers. It's sad that so many of us feel the same way.
Xfinity/Comcast, you all need to fix this, spend a little money, and make your customers happy. Your services are not cheap, you should give us all the satisfaction by allowing us to keep our head when trying to reach a live person.
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dmcdonnell
1 Message
7 months ago
How about this? An actual operator or considering the size of Comcast, a department of them that simply picks up a ringing phone and says "Hello, this is XXXXXX thank you for calling Comcast Xfinity. How may i help you?"
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