Xfinity customer support

The automated system that you have in order for the end, customer to communicate directly with customer service is completely unresponsive, and there is no direct way to contact a customer service advisor directly through the automated AI system, there needs to be a bypass so that we are able to talk to a representative directly and not to an automated computer because there’s absolutely no way in heck for the customer to do it and in fact, there’s been multiple issues and it’s taking me multiple hours in order to connect to customer service there needs to be a new initiative in place in order for the end user to be able to speak directly to customer service and not to a computer. Like there needs to be an automated response in order to speak directly to a customer representative like for instance right now I’ve been trying to add my current Xfinity modem to the app and I can see it online on my account except for that I have no ability to see the modem from Xfinity on my physical app it’s almost like the product was never registered meanwhile, I did it all online with customer support except for that the automated system through the app does not understand that it’s been added, so, that’s the current issue that I’m having other than that. You just need to fix the automated system so that the customer doesn’t have to jump through Hoopes in order to speak directly to customer service instead of through the automated system which clearly doesn’t understand the customer and for somebody who has text savvy as I am, it is really inappropriate that there is no way to initiate direct communication with a customer service advisor or somebody that has been with Xfinity for many many generations in order to speak to somebody with coordinated and understandings with everything to do with Xfinity and their Internet and cable, that’s my long winded response, meant to be honest, if I post this publicly, there will be a lot of people saying the exact same thing. so, hopefully something gets done?

Thank you for your detailed and honest feedback regarding your experience with reaching out for support @samdaman904. We sincerely apologize for any frustration you've experienced and understand your concerns about the difficulty in reaching a live representative. An unresponsive automated system can be incredibly time-consuming and inefficient, especially when dealing with complex issues like modem registration on the Xfinity app. Did you know that using our Xfinity app, you can reach out directly to us in a live chat?  Also, you can always reach out to us here in the Community Forum to get direct assistance from us as well.  Above everything, we want to ensure that you are having the best experience with your service at all times.  Were you able to get the assistance you needed?  While we do understand and appreciate your feedback regarding your experience, we also want to make sure your needs were taken care of. 

as of right now I still haven’t been able to get the issues solvedz

We would love to take a look at everything. 

Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

To send a Direct message:
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• 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.