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user_mnvawi
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Tuesday, September 10th, 2024 12:27 AM

WORST CUSTOMER SERVICE IMPOSSIBLE FOR LIVE AGENT AND VIRTUAL ASSISTANT USELESS

My cable TV has not allowed me to change channels twice in last 2/3 weeks.  Was able to talk to a live agent ONCE during each outage.  Agent said they were not experiencing and any outage, WHICH IS A BOLDFACE LIE as Tech said a multitude of customers were having same issue.  Tech was instructed to change box and he said I would probably lose ability to use ON DEMAND if box switched and I would not be able to see the one channel that was was running on the TV when I turn it on and sure enough zero service.

THE INABILITY TO REACH A LIVE AGENT IS RIDICULOUS BASED UPON MONEY PAID EACH MONTH AND INEFFECTIVENESS OF LIVE ASSITANT FOR COMPLEX ISSUES.  WWHENEVER I ASKED FOR AGENT THE CUSTOMER SERVICE LINR HUNG UP AND WHENEVER I WENT THROUGH VIRTUAL ASSITANT IT DIDNOPT FIX THE ISSUE, HUNG UP OR NEVER CONTINUED TO A NEXT STEP.  JUST FROZE OR SAID IT WAS TRANSFERRING TO AN AGENT WICH NEVER HAPPENED.

ZERO RATING FOR CUSTOMER SERVICE.  NEED NEW ALGORIUM TO GET COMPLEX ISSUES TO A LIVE PERSON.

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Question

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Updated 

2 months ago

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XfinityDilary

Official Employee

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1.8K Messages

2 months ago

 

user_mnvawi Thanks for posting on our Community forums to let us know about your recent experience. I'm sorry to hear you have not been able to get the issue resolved. We'd like to help. When you experience the issue, is it giving you an error message or code? Is this happening on all channels or a specific channel? What troubleshooting steps have you tried so far? Did you reboot the box manually or through the Xfinity App? 

 

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SSISailor

New Poster

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8 Messages

2 months ago

I completely agree with you.  In the new system it is almost impossible to get to a live agent.  Terrible customer service.  

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Anon698223

New Poster

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5 Messages

2 months ago

TOTALLY AGREE - [Edited: "Language"]!! TOTALLY REDICULOUS CONSIDERING WHAT I/WE PAY.

and the robot is useless and hard to get around if you have a subject or question not listed

or not recognized.  I am a retired IT professional and when I call I don't need their robot nor

some idiot off shore who only had a listed menu of answers.  I just ask to talk to someone in the USA

which they say they can't so I ask for his supervisor wo can.   Most times I get someone here

who at least understands. 

I appreciate that they try to weed out the stupid user problems - tv won't come on - is it plugged in?

remote won't work - does it have good batteries - or any int it at all?  Well, you get the idea.

I just keep saying 'AGENT' to the robot and finally got put in the Q and lucked out with a great lady in Colorado yesterday.

good luck

(edited)

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XfinityGabriel

Official Employee

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1.8K Messages

 

Anon698223, Hi there! Thanks for reaching out. I can understand the inconvenience that is caused by those devices not connecting to the 2.4 channel. I had a similar issue when I was setting up my mother's network. I am sorry to learn about this experience. We truly value your business and expertise as a retired IT professional. You've knocked on the right door in virtual land. Over social media, we are a team of specialized experts who are dedicated to resolving internet service issues such as this. We can help. One option I found to help was to simply keep both channels active and name them differently. That way, the desired device can connect to the different channels individually. To make this process more seamless, here is a great article on changing your Wi-Fi settings in the XFINITY app.  Please let me know if this helps.

 

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2 months ago

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Anon698223

New Poster

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5 Messages

first, am I supposed to get a notification that a comment was made to my question?

if so, how do I set that up?

today I got a message  to not forget to accept solution to my post.

I'm a little confused - I clicked on your link to your post.  But I did not find it otherwise.

had to scroll down as it was.

yes - I recall being able to set two different ssid's - but I was told when I got the modem

I could not do that.  Also recent support said I could only have one ssid.

It was quite a while ago now, that I had some trouble (don't recall what) support said

I could only have the one ssid.  I did try at that time to set it for 2 but it caused an issue with tv - I think

it stopped the voice on the remote.  

Ah, hmmm... seems in order for it to connect properly (automatically?) between 2.4/5 it had to be a single ssid.

I bought an extender that has 2 ssid's, and that seems to work.  But, you still did not 

answer my question as to why some 2.4 items won't connect???  when others will.

anyway - thanks for your input.   what is really perplexing to my is the the wash tower and refrigerator

are in the farthest from the modem and connect to 2.4 but 4ft away here in my office other 2.4s won't connect.

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2 months ago

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XfinityAmandaB

Official Employee

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1.5K Messages

 

Anon698223 You would need to check you settings by clicking the gear icon on the top right of the page once signed in to see your notification settings. As for your SSID your Xfi gateway does default to have one SSID so your gateway can manage your connections for you however if you are a more tech savvy customer you can split them and have sperate names and passwords for each. Sign in to the Xfinity App with your Xfinity ID and password.
Select WiFi (from the bottom navigation on the Xfinity App).
Select View WiFi equipment.
Select Advanced settings.
Select 2.4 and 5GHz WiFi.
If you would like to select a specific WiFi channel, select Edit next to 2.4 or 5GHz.

 

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

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2 months ago

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