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user_3xusgd
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Sunday, January 19th, 2025 6:47 PM

Xfinity assistant issues - Very Poor Responses from online Xfinity Assistant

Not sure this is correct forum for Xfinity Assistant issues, but I got only this.

I have been working with Xfinity Assistant few times in last 2 weeks for my account disconnected issue, these Xfinity Assistants might be connecting from some where from Offshore. The problem is no one is trying to resolve the issue, instead they are keep assigning to someone else and moving away from chat window, not even having basic courtesy on telling the reason on leaving the chat and assigning to some one else. This morning last 1 Hrs I have been talking with Harsh, Lhingchannei, Sonika, Zeeshan. No one is resolving the issue of my account unavailability than passing to some one else.

It is very pathetic and ridiculous that Xfinity is having such a very poor assistance in level1.  I need some email-ID for further escalation Or Direct No as their IVR is very poor as well. If anyone can help, please do the needful. Thanks.

Question

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Updated 

3 months ago

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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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XfinityMartyR

Official Employee

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2K Messages

3 months ago

 

user_3xusgd Thanks for reaching out! I'm sorry to hear you have not had a good support experience with our Xfinity Assistant team. We would be more than happy to help get you pointed in the right direction. Please provide a summary of the issue you're facing, so the Community can have an understanding of your concerns. 

 

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user_3xusgd

4 Messages

Issue was my account deactivation albeit I am using service and resolved after talking with atleast 9 agents and spent 2hrs and 14 mins. 

Now issue with Internet Slowness, I spoke to an agent and ask for a call back from supervisor as agent is not helping, still waiting for a call. 

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3 months ago

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XfinityMartyR

Official Employee

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2K Messages

 

user_3xusgd Thank you for the additional information! Our team would be more than happy to help review your internet connection concerns. Please send us a direct message. 
 
To send a "Direct Message" 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. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window
• 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 a reply as the Accepted Answer.tick
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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user_3xusgd

4 Messages

Thanks for responding, I couldn't see "Direct Message" any where in Xfinity site, I did login as well. Perhaps no provision to send any communication other than talking with Xfinity Assistant(which is waste of time based on experience). 

Please help me find out where I can see Direct message as I couldn't see anything on App/Website. There is a provision for New Ticket but it talks about only Payment issues not anything aligned with Internet Speed or any other issues.

As per test this morning download speed is 90.9 MBPS and upload is just 6.5 MBPS, which is extremely poor. 

And no call back yet it is 2 days now.

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3 months ago

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XfinityThomasC

Official Employee

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2.5K Messages

Sorry for the inconvenience @user_3xusgd

You may need to click on your profile settings(click on profile picture) and make sure the "Opt Out from Direct Messaging" button is not checked off. This will prevent you from sending direct messages which should display an icon next to the notification bell in the top right corner. Let us know if this is successful. 

 

 

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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user_3xusgd

4 Messages

Thanks, this is helpful and I did post the message in Xfinity Support, waiting for response. Is there any direct number to talk with support (Bulk Manage WiFi) to resolve this issue?

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3 months ago

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