Visitor
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1 Message
Xfinity Assistant Not working and no help from phone agent
For the last month I have been trying to get on a chat with a live agent via the assistant and each time i've gotten "something went wrong and i can't connect you with an agent right now. do you want to schedule a call back?". I then hit "Schedule a call" and get the following response "Hmm, it looks like something went wrong with your request. You can call 1-800-XFINITY or try chatting again.". This has happened multiple times over the last month.
I am trying to chat with someone because on June 18th AFTER Xfinity was doing work on service in my area (confirmed by Xfinity's own status center at the time) I got an email saying "looks like your wiring needs attention. we can help!" The email goes on to say Xfinity wanted to locate and fix the issue and to call and schedule a COMPLIMENTARY service visit. After dealing with the chat issues, and working through the AI on the call center i finally talked to someone on June 19th. I explained the situation to the person on the phone (i don't have their name, you can look at the logs to confirm).
The situation is that I am NOT experiencing any internet issues however, my modem does show me a blinking up arrow meaning there are issues UPSTREAM of my modem that has been there since XFINITY did their service on June 18th (before their service and few hour long outage there were no issues) and I got the email from XFINITY. I was trying to be responsible and work with Xfinity as they asked. The agent on the phone said they would have someone come take a look. They didn't schedule me a time, they didn't say anything else just that they would get someone to look at it and that was the end of the conversation. It has now been almost a month and nothing has changed. I still have the blinking arrow telling me that the issue has not been fixed, however i am still NOT experiencing any internet issues. When i have been trying to follow up with Xfinity via the chat with an agent thing I get the above stated issues and i refuse to go through the stupid AI on the phone again to try to get to an agent.
XfinityEricB
Official Employee
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2.1K Messages
9 months ago
Can you send us a direct message with your full name, name of account holder (if different), and service address please?
To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon (speech bubble)
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list
- An "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
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user_rl449s
1 Message
8 months ago
Xfinity Assistant is awful!! Please give us a live person with whom to speak! The Chat Assistant times out after 2 minutes of inactivity. While the Live Chat Agent is researching my problem, but after 2 minutes, it drops the agent! Xfinity/Comcast, I have been a customer since the 1980's when it was Cablevision. We are fed up with the lack of any customer service from your company. Foolishly, I just spent over 3 hours trying to get a question answered and have NOTHING!! TING and MetroNet just laid fiber optic in my neighborhood. Several neighbors all vowed to stay with Xfinity but since July, Xfinity service has blown it. I'm talking with the salesman next time he knocks on my door to switch to fiber optic and get away from Xfinity poor service support. We're DONE!
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