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user_mrou28
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Wednesday, January 15th, 2025 8:47 PM

Xfinity assistant is useless

Xfinity assistant is useless. I have a problem with unstable internet and have gone round and round with the assistant and got nowhere. I just want to speak with a live person, but can't until I go through a bunch of steps that don't resolve the problem.

I don't have the time to waste with the assistant, chat or on the phone.

I just want to schedule a tech service call because the cable that goes from the pole to the house is damaged and cause the internet to drop out constantly. 

Please make an appointment for a technician to stop by to fix the problem. The account is under the name [Edited: "Personal Information"]. Thank you.

Question

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Updated 

13 days ago

 • Edited

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3

EG

Expert

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110.1K Messages

3 months ago

Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.

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Sanzjl

Regular Visitor

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5 Messages

Xfinity rewards offers sweepstakes that are no longer valid.  Why? The reward program is not in good shape.

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13 days ago

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Sanzjl

Regular Visitor

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5 Messages

Further, the Xfinity assistant is SO useless, I don't know why it even exists.  Only the simplest, most basic, questions can be addressed.  It doesn't make any sense.  Get some AI programing attached to this function.  You now have the ability to create something that is really useful, instead of the round about non-functionality that exists now.

(edited)

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13 days ago

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XfinityKei

Official Employee

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1.4K Messages

3 months ago

@user_mrou28 I'm sorry to hear of the issues you had with the Xfinity assistant. I can help you report your line issues and schedule a tech for you. Can you physically see the damage to the line? Is it hanging low or disconnected? 

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user_r8a2se

2 Messages

3 months ago

Xfinity assistant is absolutely useless unless whatever answer you're looking for fits within the preset questions and responses programmed by someone who clearly doesn't have xfinity service.

Spent 90 minutes with reps in chat two nights ago to finalize transfer/activate service from on location to another, which had been set up days before online and confirmed.  Did what they could but concluded the issue was with xfinity equipment.  Said they scheduled a tech out the next morning.

No confirmation.  Nothing.  No tech ever showed up. 

Went to a local store tonight at 5:45pm, to find the doors locked for the business that supposedly is open until 7:00pm.  Holiday?  Who knows.  No signs on the door, just locked.

Log into my account,  but all I can get is a stupid bot.  Guess I'll have to wait and stop at the store tomorrow, and be inconvenience yet again.

Worst part is I (we) actually pay for the aggravation of not being able to COMMUNICATE with ... aaaahhhh ... a COMMUNICATIONS company!

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CC_Tony

Retired Employee

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1.4K Messages

@user_r8a2se, hi there. I am sorry to hear about your appointment. Let's figure out what is going on, and get your services up and running. Please, send a DM to Xfinity Support with your full name and address. I'll see you there.

Here are the detailed steps to direct message us:

 

• Click "Sign In" if necessary

•Click the "Direct Message” icon (upper right corner of this page) or https://forums.xfinity.com/direct-messaging

•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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3 months ago

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user_r8a2se

2 Messages

I'll go to the store tomorrow and talk to someone live and in-person.  Hard to ignore someone standing in front of you.

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3 months ago

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XfinityThomasC

Official Employee

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2.5K Messages

Hello, @user_r8a2se

 

We could possibly save you some time if there is an issue with the transfer and not just the equipment. They won't be able to troubleshoot from the store since you're not in front of your equipment to access. But, I totally understand how you feel and will set up a reminder to follow up with you later today and check on your progress. If you change your mind please send that DM.

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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3 months ago

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XfinityFrank

Official Employee

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1.3K Messages

Hi there, @user_r8a2se! Just wanted to check in and see if you would like us to take a look and see what may be going on. Feel free to send us a private message with your full name and complete street address if you do. Thanks! 

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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3 months ago

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