1 Message

Friday, February 3rd, 2023 7:15 PM

Reaching a live agent is such a huge process and the wait time long

​What is going on with Xfinity? Cant get anyone on the phone. have to look at text message pick something, still can talk to live person, end up on Chat , then they have to schedule a call. Takes forever, once they say they scheduled a call they give a a virtual code. Do not tell you how long you have to wait. I have now been in the process for 20 minutes and no call.  The day before yesterday had a TV issue..the agent didnt have a clue..also need to change ID of one of my boxes and she couldn't do that on her end...she could find where on line I could do it myself. It took the next day advance tech to contact me ..then the call dropped and they never called back.  Now going onto 1/2 hour waiting for call with chat still live.  All I want to do is change my TV and what the options are . It is too hard to look and figure it out..I have 5 boxes..still waiting . This week I have spent 6 hours trying to get Xfinity to work for ME! Awful service.​

Official Employee


96 Messages

2 months ago

Hello @user_87bb88 thank you for creating a public post for assistance on our Xfinity Forums. I am terribly sorry to hear about the trouble you are having with changing your TV package. This is absolutely not the experience we intend to provide, and I can only imagine how frustrating this must be for you. You have gotten in touch with a Corporate Team, and I will do everything I can to help you with this today. 


To get started, I have to ask that you please join me in a Direct Message so that I can locate and authenticate your account. 


Here are the detailed steps to direct message us: 
 • Click "Sign In" if necessary
 • Click the "Direct Message icon” (upper right corner of this page)
 • Click the "New message" (pencil and paper) icon
 • Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
 • Type your message in the text area near the bottom of the window
 • Press Enter to send your message

forum icon

New to the Community?

Start Here