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user_j70ssr
1st Topic

2 Messages

Friday, March 1st, 2024 5:46 PM

Closed

Why is it impossible to talk to a live agent?

Every time I try and get my slow internet resolved I get put in contact with a both, who after asking a few questions disconnects from me and I have to start over. This happens both over the phone and over text.

Has anyone had any luck getting them to respond and resolve your issue?

Question

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Updated 

1 year ago

295

2

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user_ss018o

1 Message

1 year ago

The only way I've been able to contact a live agent that can do anything is by going to the Xfinity store.
Not having an email address where problems can be pointed out -- like SCAMS -- just says they don't care.

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user_j70ssr

2 Messages

I figured this may be the answer. [Edited: "Language"] that this is the case! Thanks!

(edited)

1 year ago

0

XfinityThomasA

Official Employee

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2.3K Messages

Thank you for your feedback, @user_j70ssr. You can contact an Xfinity specialist in a few different ways, @user_ss018o, and others, on this thread. Our team is here to help right here too. Our Digital Care Team here on the Xfinity Forums is available 6:00 am - 12:00 am EST, 7 days a week, 365 including holidays. It's important to us that you're 100% happy with your Xfinity services, and that you have a great connection in every room and on every device. The self-service troubleshooting options work great, and we can also take a closer look and schedule an in-home service visit if needed. 

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_57a312

Visitor

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1 Message

Your internet agaents are robots

1 year ago

0

XfinityJustinC

Official Employee

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1.2K Messages

1 year ago

Hello, @user_j70ssr thank you for taking time out of your day to create a post, you have contacted the right place for assitance in regard to your network speed concerns. Working from home myself, I completely understand needing to have your home network performing optimally. 

 

From experience, I use the great Xfinity App to troubleshoot my connection if needed. It will run tests, and then either set up to receive a call or text after around 10 minutes or so. If the system can't correct the issue, it always gives me the option to either speak to tech support or schedule a technician. Here's a great article from our website that has the Xfinity App troubleshooting info: https://www.xfinity.com/support/articles/internet-connectivity-troubleshooting. 

 

Have you happened to have a chance to review this helpful Xfinity Forums post with network troubleshooting tips to see if any of these help, or if you have already attempted them:

https://forums.xfinity.com/conversations/your-home-network/connection-troubleshooting-tips/602da777c5375f08cdea3db9? 

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XfinityEmilyB

Official Employee

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2K Messages

@tennantaw Welcome to our community forum! Thank you for reaching out so we can review your bill together and make sure you're getting the best pricing available. 

Please send a direct message by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your name and address and I'll be happy 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

1 year ago

0

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