Visitor
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1 Message
Why is it so difficult to speak with an actual human?
The initial AI is incredibly unhelpful and unable to assist with even the most basic problems. Then when you finally get to speak with an "agent"- it is CLEARLY AI. The person on the other end of the line just keeps repeating the same thing, has no ability to think independently, won't transfer you to a manager when you ask and just keeps insisting on the same thing.
I have moved several times with Xfinity- and each time it creates a new "account" under my profile, but I repeatedly still get weird emails about the other addresses which should be COMPLETELY closed. This time, I am getting emails about a cancellation request for an address I have not lived at in over 2 years. When I called and tried to speak to an agent, it's obviously still AI driven. The agent told me that I had deactivated my current address, couldn't tell me who did it, despite the fact that I currently still have internet coming out of a modem that he says was "discontinued" a month and a half ago. I am not sure why old addresses are still tied to me, and if they are, then if something happens with my current account, it shouldn't be telling me that it was with the old one. The AI agent basically just insisted in circles, until he hung up on me. I want a REAL human to call me and settle this issue please.
XfinityAlfonso
Official Employee
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2.8K Messages
2 days ago
Hello user_ryfjxf thanks so much for reaching out here via our Xfinity Forum, and we hope you're having a wonderful holiday weekend! And thank you as well for moving with us to each of your new places; we're humbled you continue to choose us.
When moving, certain aspects of your account do remain in your profile, such as comcast.net email addresses and Xfinity IDs. If you've made changes to your services between locations, this could prompt certain equipment or other account alerts (such as going from a 2- or 3-product bundle down to 1[ not saying this is the case for you, just using an example])
We'd be happy to help look over your account and ensure all of your concerns are cared for.
Please send a direct message by clicking the chat icon in the upper right corner of the page, clicking on the pen and paper icon, and then entering “Xfinity Support” in the “To” section. Please include your name and address, and we can get started anytime.
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