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Tisirin
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Wednesday, August 26th, 2026 4:55 AM

Why is Xfinity Customer Support an AI-looping dystopian nightmare?

I live in Folsom, California and have had an outage all day, since 930am, and it's now 9:50pm.  We got a text notification of the outage and an estimated resolution time of 11:55am.  After that, further notifications failed to provide a resolution time.

-- Xfinity AI assistant is useless, it just keeps telling me the same thing over and over

-- Phone support is also useless, it's the same looping, uninformative answers

-- For the life of me, I couldn't figure out how to talk to a live human being

-- Can't send an email about an outage, unless you lie as to the purpose of the email

-- We are at the point now where the AI bot just tells me that they know I have an outage and they send me a map, which shows my home location, but NOT THE OUTAGE LEVEL that is indicated on the map legend.  So, per Xfinity's useless AI bots, there is no outage.  But also that there is an outage and they'll just let me know about something at some point.

This is not how to use AI for Customer Support.  There should always be an escalation path.  I'm so looking forward to when I use the outage compensation tool and am told I am SOL.  

I've been an Xfinity customer for more than a decade.  But now I've asked my German engineer neighbor to recommend other solutions.  This is absolutely horrible customer support.

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XfinityShawn

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3 hours ago

 

Tisirin Service interruptions are never a good experience for anyone, so I can relate with your sentiment. The Xfinity app is the best way to stay up to date with any notifications about them as they are the same updates any representative can see. The time provided is always an estimate, and can change depending on what the repair team is facing. Are you currently seeing an interruption from the Xfinity app currently? 

 

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Tisirin

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First of all, I sincerely doubt that you are an "Official Xfinity Employee".  You are likely another AI bot.  Secondly, the Xfinity app is useless because it just tells me that services "may be unavailable due to an issue with our network".  And that's pretty much it, along with a "we'll let you know".  That's not acceptable.  Also what is not acceptable is having the outage map thrown at me again and again which doesn't show any outage.  Just the location of my house.  

I guess that technically the Xfinity app is the "best way to stay up to date" because it's the only way to stay up to date but it doesn't provide any useful information and it certainly doesn't do anything to keep me up to date.  It's the same AI garbage text, repeated ad nauseam.  Also, there is absolutely zero reference to WHY this is happening.  Did someone cut a cable?  Did Xfinity's AI take over their network and decide to randomly shut off access to people instead of doing the boring Customer Support job?  

The way that Xfinity is utilizing AI for customer support is akin to slamming the door in their customers' face.  And, worst of all, Xfinity's AI is not doing the job that Xfinity is buying all those tokens for.  Lose/Lose.

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