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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.

ihave

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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? 

 

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.  

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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