1 Message
Xfinity is a horrible service
Xfinity is terrible.
The website has been extremely slow for years and they have done nothing about it. Even when I hit the back button to go to a previously loaded page, it's still slow. It is such a chore to browse the website for plans, pay my bill, check that my automatic payment is set up, etc.
The billing is extremely confusing and overpriced, yet they provide these "discounts" to make you feel like you're getting a deal. It's 2025 and there's no reason basic internet alone should cost more than maybe $30-$50 per month. The "discounts" also create an atmosphere where they can jack up your rate just because the "discount period expired". This is all [Edited: "Language"] and my bill is very confusing because it has so many numbers in it (after wasting 30 minutes to find it and let the pages load).
The AI assistant is completely useless. It is difficult to get in touch with a live rep. I've tried to call and the AI assistant on the phone keeps telling me to use the AI assistant online.
I finally got in touch with a live rep over the online chat service and they said a live rep will call me... The live rep called and they kept transferring me to other reps. Probably spoke to 4 different reps.
One rep straight up LIED TO ME. He said the Xfinity NOW for 100mbps at $30/month is only for people with some sort of government assistance like medicare/medicaid. He transferred me to another rep and I told them I wanted the $30/100mbps plan and they said sure, no problem.. and never asked about the government assistance [Edited: "Language"]. I OUTSMARTED THAT LIAR.
The Xfinity App does not work on my outdated phone (Galaxy Note 8, from 2008). Ok, fair enough. However, I downloaded it on my tablet (Samsung Tab S7+) and it said that my internet browser was disabled and I needed to enable it in the settings. I went into my settings and my browser was not disabled. It has never been disabled. The stupid Xfinity app is disabled. Again, the AI assistant could not help me activate my router because it kept telling me to download the [Edited: "Language"] app and I had to contact a live rep to have them activate my new router.
To whomever replies to this:
I don't want to hear any [Edited: "Language"] about how you're sorry and you don't want this experience for your customers. THIS IS THE EXPERIENCE ALREADY. It [Edited: "Language"]. My only suggestion is to fight the good fight and tell your bosses that the service is terrible and something needs to be done. The whole board of directors is making a fortune off of neglecting the service for their customers. The only reason I continue to use Xfinity is because it's the only service available in my apartment.
XfinityPaula
Official Employee
•
1.4K Messages
4 months ago
Hello tomzee. Thank you for creating the post and sharing your experience and feedback. To not apologize after reading the interactions you shared would go against the thoughts and feelings that I have for my customers. Based on what you shared you do not want to hear it, but I am sorry. I know the struggles of reaching someone for help. I'm a customer of Xfinity and other companies. It's becoming more and more difficult to talk with a person. That's one of the reasons I love our Xfinity forums and my team. We are real people, in the United States with a ton of knowledge to share and help our customers.
The one agent you spoke with regarding NOW internet was incorrect. Our Internet Essentials service is a program for customers who qualify that offers high speed internet for a reduced price.
However NOW internet is not based on eligibility aside from being in a NOW internet serviceable area.
I know you have worked with several people and the automated system. It doesn't seem like any of those efforts helped. I would love the opportunity, if you are willing to give it another try with my team. We will provide you with the best options and complete details for any service you may be interested in.
Send us a direct message with your name and service address. From there we will have to complete verification, but we can dig into the account and services and find the best option for you.
To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a live chat.
Click "Sign In" if necessary
Click the "direct messaging" icon or https://comca.st/3J0ir1l
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
0
0