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user_a66571
1st Topic

Visitor

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3 Messages

Sunday, June 1st, 2025 1:17 AM

Closed

Why is it impossible to talk to a human?

I spent 3+ hours today trying to get my cable restored.  I was unable to accomplish anything through the automated phone system even after making over 8 calls.  I was dropped again and again by the Chat Agent.  I even went to the Xfinity Store, where I demanded they give my a new cable box to try, only to find out it didn't help.  Then I get multiple texts to set up an appointment and now have to wait multiple days until someone can hopefully help me.  This is ridiculous that we pay as much as we do and get no help from anyone within the Xfinity ecosystem.  

I have been a customer for over 25 years and have never seen it this bad.  I plan to drop my internet in the next 2 weeks and will drop the TV service soon after.  I am tired and angry and I hope Xfinity loses all their customers.  We should not be treated this poorly!

Question

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Updated 

3 days ago

16

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XfinityJon

Official Employee

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188 Messages

3 days ago

Hey there user_a66571. I can assure you this is not the experience we want you or any customer to have. I promise you we certainly do appreciate you being a long-time Xfinity customer of over 25 years. I would be more than happy to assist you with your concerns for sure. I would need some additional information from you so that I can assist better. 

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 forums page.

 

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 and press Enter to send it.

 

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user_a66571

Visitor

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3 Messages

@XfinityJon​ , I will not be wasting any more time trying to connect.  If Xfinity actually values me as a customer then they can call me.  You have my number.  I'm done.  I did everything that was asked.  Now it is Xfinity's turn to make an effort.

3 days ago

0

XfinityJon

Official Employee

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188 Messages

 

user_a66571 I am more than happy to assist you. I do not have access to customer information via Forum which is why I sent you the invite to send me a direct message in an effort me to personally be able to assist you. We are more than happy to help. If you can send us the direct message with the requested information, we will be able to pull up your account and be able to better assist. 🙂

 

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 days ago

0

Again

Expert

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31.7K Messages

@user_a66571​ 

@XfinityJon​ , I will not be wasting any more time trying to connect.  If Xfinity actually values me as a customer then they can call me.  You have my number.  I'm done.  I did everything that was asked.  Now it is Xfinity's turn to make an effort.

I understand how you feel, but no one from here will call you.  All help is done through here.  You posted here presumably wanting some help for this.  If nothing else, let the OE check to see why you've had such a problem with your connection.

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick

3 days ago

0

user_a66571

Visitor

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3 Messages

I left a message here to make sure people know how bad Comcast has gotten.  Though I think they know that already.  

3 days ago

0

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