New Poster
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4 Messages
Why is the Xfinity site hot garbage?
Why can't I look up how much a service will cost if I remove something? Why can't I chat with someone? Why is there no "Contact Us" link anywhere to direct questions and complaints? Why is the AI chatbot so incredibly bad? Why was I able to find answers faster by googling them rather than using Xfinity's site? Why is the website absurdly slow? Why do I get errors for half the links I'm clicking on Xfinity's website?
XfinityKrista
Official Employee
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1.5K Messages
1 year ago
Hello @MsShellyH, thank you for taking the time to reach out on social media. You've reached the right department, and I'd be happy to help with making changes to your account.
To access your account, will you please send us a direct 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.
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
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MsShellyH
New Poster
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4 Messages
1 year ago
I want this to be seen publicly since that's the only way to get Xfinity to do anything helpful. You answered zero questions. If it wasn't for the fact that you have a monopoly in my area along with half of the rest of the country I would have dropped this service like a hot rock and never looked back. Your billing is inconsistent and is riddled with nonsense fees. New customers are treated like gods, but long time customers that have never made a late payment are the scum of the earth. Wait times via any means that don't involve physically walking in are atrocious on a good day. You should be both embarrased and ashamed of the level of service your customers receive. I will deal with my issues with someone in person because that is the only actual way that I will get anything even remotely resembling good service. And again, I should be able to at least find out how much a desired service is without having to speak to someone. That is why there is a website. I should be able to get basic information without jumping through twenty hoops. I should be able to queue to chat with a real person regardless of the length of the wait. The chatbot should be able to answer basic questions. Yet none of these things are true. If Xfinity has even the slightest ability to offer good customer support, you would be going out of your way to look up my account info (i know you have access to it, don't be lazy) and reaching out to me with an apology. I should not be the one having to make a fuss.
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MsShellyH
New Poster
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4 Messages
1 year ago
I mean, there's no point continuing this conversation. The absolute best thing you can say to me right now is "I understand why you are upset, I will be sure to forward your concerns to the appropriate departments." Is it a cop out answer? Yeah, kinda. But, if you actually forward my complaints to the people that need to see it, then it's a win for not just me, but everyone that have the same problems I am having. The truth is, you are not able to address the core problem, which is that the company does not post prices of their services publicly and has no way for a customer to find that information within their accounts. Anything that you can do is nothing more than a band-aid. That is not a failing on your part. That is a failing of the company. But that's also why I've kept this to the public forum, so that someone who needs to see it might actually get to.
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chymerajade
1 Message
1 year ago
Thank you! Found your post by googling "Why is the Xfinity site garbage?" lmao it's the absolute worst. It's every dark pattern that exists to prevent users from being able to have agency & control over their account. It was never great, but this newer iteration is willfully & deliberately unusable, both in the mobile app, and in browser (of which I have tried every browser in existence to try and make it work). I've never seen this level of gross incompetence from a company this size, with this many resources.
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MKib
Regular Visitor
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25 Messages
1 year ago
I have been a long time customer, and have been through many terrible decisions involving Customer Service and Site usability. I remember when the support chat was actually useful and the dumb chat bot just didn't give you the runaround until you got too frustrated to deal with it anymore.
It was way better when they posted deals and you could see some information and build a packages for yourself, but now they want to so badly force a phone plan down your throat that they will basically force you to talk to a person whose entire job seems to be to get you on their phone plan. It was better when they only allowed you to have and see deals based on your past plan purchases (forcing you into things you may not need or want) and at the time I thought that was a super [Edited: "Language"] move on Comcasts/Xfinity's part. Now it's so hard to view any information even about your own account that when I previously having trouble finding information I was given special links to old versions of the website to view. How much hot garbage does your site have to be that they only way support could help me was by providing special old links that shouldn't work but do to view information.
I really wish they would get their heads out of the sand and at bare minimum bring back what used to be at least a semi-functional site instead of the mess we have now.
(edited)
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