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user_ugh2wn
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3 Messages

Sunday, June 14th, 2026 10:57 AM

Xfinity Assistant is Useless

Please please please fix the Xfinity Assistant. It never responds to prompts and is incapable of connecting the customer to a customer service representative or agent. This is so incredibly frustrating as a new Xfinity member and makes me regret signing up with this company. Even over the phone I’m directed to the Xfinity Assistant which again is NON FUNCTIONAL. Please fix this issue!

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2 hours ago

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XfinityMarshante

Official Employee

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1.3K Messages

1 month ago

Hello @user_ugh2wn, thank you for taking the time to leave a post. Sorry to hear how frustrating this has been, especially as a new Xfinity customer. I can completely understand how upsetting it is when the Xfinity Assistant isn’t responding, and you’re unable to reach a live representative for help. That’s definitely not the experience we want for our customers, and we appreciate you bringing this to our attention. We’d be happy to help. Could you share a bit more about what’s happening, so we can better assist?

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user_ugh2wn

Visitor

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3 Messages

I’ll write a response or click one of the selected responses and the assistant will go “thinking” and then nothing loads. Then other times I get this error no matter how many different browsers I try. The assistant is useless at doing any form of its job and needs serious revamping. I should not have to type the same question five times and still not get a response and when I ask to speak with a representative the AI assistant should recognize that and step down instead of completely ignoring it.

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1 month ago

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XfinityMarshante

Official Employee

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1.3K Messages

@user_ugh2wn, We appreciate your feedback about the Xfinity Assistant and truly apologize for the inconvenience this has caused. I can understand how frustrating that experience must be. You’ve reached Comcast’s Corporate Digital and Social Media Care Team, and we’re here to help with billing, troubleshooting, and all things Xfinity. While the Assistant didn’t meet your needs, we can absolutely assist you here. Could you let us know which service or issue you need help with so we can assist you?

(edited)

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 as Best Answer.tick

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1 month ago

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user_ugh2wn

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3 Messages

I wanted to talk with an agent to ask about my Gateway modem that came. It is very beat up and old in appearance and occasionally drops from the Internet randomly which indicates to me it’s used and faulty and I wanted to request a new replacement.

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1 month ago

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XfinityMarshante

Official Employee

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1.3K Messages

@user_ugh2wn, sorry you’re dealing with those intermittent connection issues. I know how frustrating that can be. We can definitely help look into what’s going on with your connection and get another modem to you. If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, we'd be more than happy to look into this for you.

 

How to send us a direct message: 

  1. Click "Sign In" if necessary. 
  2. Click the "Direct Messaging" icon. 
  3. Click the "Start new conversation" (pencil and paper) icon. 
  4. In the "To:" line, type "Xfinity Support." 
  5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list. 
  6. An "Xfinity Support" graphic will replace the "To:" line. 
  7. Type your message in the text area near the bottom of the window. 
  8. Press Enter to send it.
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 as Best Answer.tick

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1 month ago

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user_m4pe1v

Visitor

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1 Message

@XfinityMarshante​ I need help from a live agent as well. No matter how many times I ask the bot to connect me with an agent it gives the same response: "Thanks, I can help with most issues, but I'll put you in touch with an agent if you need more assistance. What do you need help with today?" This is after repeatedly cycling through the same pre-selected options with the chat bot that lead me in a cycle of not getting the help that I need. It is incredibly frustrating and I need to know how to get directed to a real person. 

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2 hours ago

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user_gsesl1

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1 Message

16 hours ago

Xfinity Assistant doesn't seem to understand that a person might need assistance with cable.  All the assistant asks about is internet, modem, streaming, etc.  No opportunity for a person to report a problem with  basic cable TV.   

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user_6xwvzs

Visitor

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10 Messages

16 hours ago

I agree it’s very useless 

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ahaiaiarai

New Poster

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3 Messages

6 hours ago

You are absolutely correct. It is USELESS! I needed to speak to someone about my email and the response I got was that my account wasn't eligible for a transfer so there was no information available. It assumed the question I was asking and kept giving me that same stupid answer. There were no prompts to take me to emails either. I was stuck in a loop where I kept receiving the same prompts despite being clear about my question. I am SO frustrated with Xfinity AI and the live agents you get on the phone as well. I've been with them for 15 years and the only reason I'm staying for now is because the task of changing my email address for everything feels daunting. AI help [Edited: "Language"].

(edited)

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