Visitor
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7 Messages
Xfinity AI does not want customers to talk with live person?
I just moved into a new house. The Xfinity contractor installed a new cable to my house. I notice another cable sticking out of the ground in my front yard. The installer said it went to my neighbors house. The installer said it should not be on my property and needs to be redirected along the road. He said there was a few bad Comcast installers in the area. He was going to talk with his supervisor about moving the neighbors cable.
Nothing happened!
I called the Xfinity 800 number. There is no selection for install issues? So after five times navigating the AI questions, I just selected "cancel my cable". I still did not get an option for a person representative? So, I selected to get a text to my phone. I had to navigate the text AI until finally forcing Xfinity to provide a representative call back.
After about two hours of phone tag with the AI, a Xfinity representative finally called back? She was in another country but understood that Xfinity customer service was poor and has bad ratings.
I requested to speak with a supervisor and finally explained the issue was that my neighbors cable was crossing my property and Comcast is supposed to come back to move the cable and fix the situation? I cannot mow my lawn because it is sticking out of the grass? I explained that the telephone AI has no selection for "install issues" or "request representative"? The second representative told me that the Xfinity telephone AI is not working properly and has had many complaints from customers?
What is Xfinity/Comcast doing?
I previously had COX cable. COX answers their telephone!
XfinityThomasB
Official Employee
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2.4K Messages
6 months ago
3922Diana
Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.
To send a Direct message:
Click "Sign In" if necessary
• Click the "Direct Message" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears.
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user_q2te01
Visitor
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1 Message
1 month ago
Just had a similar experience. NO OPTION to connect with a REAL person. After while of robotic questioning from "it" I asked - "Are you a real person?" the thing started robotically laughing and said, "Yes, I'm a real person...even if I sound kind of funny" (more robotic chuckle). I kinda felt bad like maaaybe it's a real person with an AI voice...but "it" continued it's weird robotic language and sounds. It finally solved my problem but it was weiiiiiird. Left me Googling about this and found this forum. Time's are strange.
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user_m0jdky
Visitor
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1 Message
8 days ago
I just had a very weird experience with a billing agent named Ian. This was a phone call I made to Xfinity to work out a billing credit request for 16 days without service. Ian’s voice was definitely AI produced, non human. I spoke to at least 3 or four live human agents previously while navigating our problem with the outage, subsequent repair and promised credit to our bill. Apparently companies like Xfinity put profit over service and are phasing out human contact with customers. Eventually I was able to get a confirmation that my account would be credited a whopping $78.39 for the 16 days without internet and TV. This is up from the initial $28.17 that was offered.
So surreal and strange and creepy!
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user_mxtjz9
Visitor
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1 Message
2 hours ago
Horrible experience with Xfinity. 6 phone calls each lasting an hour or 2. Promises to call me back. What a nightmare. All 6 insisted they were real people. Creepy. Hoping my issue is really fixed.
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