Visitor
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4 Messages
Xfinity customer service is nonexistent
I pay just short of $400 for service and I can’t even speak to a human?! My cable goes out while I’m watching and I assume it’s a problem in my home after checking the app for outages. I call customer service and of course I can’t reach an actual human being and am directed to the app. I go to the Xfinity app and use the virtual assistant and run the troubleshooting to no avail so I call customer service again only to be repeatedly disconnected after the same instruction to use the app. So I use the app again with the same result and then call customer device again - you get the picture. Finally after 90 minutes I can get in the que for customer Service to speak to a human. The wait time is 120 minutes.. After 30 minutes I decide to try the virtual assistant while I’m on hold only to find out that it’s actually an outage. So Xfinity updated their system and after almost 2 hours and all of that BS it was an outage. NO customer service and no human being. This is what I pay more than $4600 a year for?!? I’ve never seen a company put so many things In place to prevent customers from actually interacting with customer service agents. Needless to say I’ll be switching my service soon.
XfinitySara
Official Employee
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1.7K Messages
9 months ago
Hello, @user_a6c0ca! Thank you for taking the time to create this post with your feedback about that recent service issue and customer service experience. I'm sorry to hear how it has left you feeling, and I want you to know that our Digital Care Team is here to help! You're always welcome to create a post here, on the forums, with your service concerns if something is unresolved. Being a public platform, we also typically start with basic troubleshooting where available, but our team can have you send us a direct message when necessary if we need to pull up your account and take an in-depth look at things. I hope this helps! We never want you to feel like help isn't available, especially when our team is more than happy to provide assistance with anything related to your account, service, and/or bill. Thanks again for giving us the opportunity to turn things around for you!
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