Visitor
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1 Message
Cannot Reach An Agent
My bill is $25 higher than usual this month. The useless "assistant" informed me that it was due to a promotion expiring. Fine, these things happen. I've been attempting to speak with an agent to find out what my options are, as the rates have gone up so much in the past two years that I would have to cut my speed from 800 mbps to 150 mbps to stay at a similar price point. Absolutely ridiculous. I asked the assistant to speak to a person and it started insisting that there was an outage in my area so it couldn't connect me to an agent. There is no outage. I'm literally on my laptop, using my wifi. The AI slop you're feeding your customers pretends there is an outage when you ask to speak to a person.
Then I called the customer service number, which just directed me back to the useless AI assistant then hung up on me!
If an Xfinity agent answers this with anything other than a direct way to speak to an actual human person, I'm cancelling my account. If you don't respect your customers enough to speak to them, you don't deserve our business.
EG
Expert
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110.7K Messages
2 days ago
Concern moved here to the Billing help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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XfinityJohnG
Official Employee
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1.8K Messages
2 days ago
Thank you for reaching out here @user_jch83. I am sorry to hear about that experience, and I will be happy to check on any options we have for your service from here. Could you send me a direct message with the full name and complete address for your service?
To send a direct message [private message]:
Click the "Direct Message" icon or https://forums.xfinity.com/direct-messaging
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
(edited)
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