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user_b3gdb3
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Friday, May 16th, 2025 8:00 PM

Helping my elderly neighbor

I'm trying  to help my elderly neighbor contact an Xfinity Live Agent. She has no cell phone and cannot connect to the Internet, so XF "assistant" is useless. If I call using my cell phone, I can only get  help with MY account. What do you suggest I do to help my 80 - something neighbor contact you to get her  some help?

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10 hours ago

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EG

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110.4K Messages

14 hours ago

Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.

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user_b3gdb3

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Thanks!

Unfortunately, xfinity's policy of witholding live tech support until the Bot assistant attempts to address the problem negatively affects the elderly. This woman's plight is not unusual. So now she is paying for a service she is not receiving because she can not get.the help she needs. It is incumbent on xfinity to provide live customer service, in light of the astronomical price points.

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14 hours ago

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XfinityThomasD

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1.2K Messages

14 hours ago

 

user_b3gdb3 Thanks for posting on our Community Forums. If you are able to call while with your neighbor, you can advise the reps that you have a different account to assist with and they can get authorization from your neighbor that way. If you are able to sign into their account and feel comfortable adding you as a Manager to their account, then you will have full access to assist, ask questions, or make changes to the account. They can also visit a local Xfinity Store to receive help with plan changes and bill questions.

 

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user_b3gdb3

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@XfinityThomasD​ I don't know how to post publicly. Using thiis forum to get someones attention at xfinity. Why is it incumbent on me to do your job? As for visiting a xfinity store, her health precludes that option. And I spent an hour trying to get a human to speak with and finally gave up. I'm extremely disappointed with xfinity's cavalier abuse of your customers.

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13 hours ago

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XfinityThomasD

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1.2K Messages

Those would be the best options to receive assistance. Our team is also available here to help with billing questions or changes, though we would require authorization on the account if you were to assist with their account.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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13 hours ago

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user_b3gdb3

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How am I supposed to "advise the reps"?

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11 hours ago

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XfinityVictor

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1.3K Messages

 

user_b3gdb3 Let them know that you are assisting your neighbor. 

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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10 hours ago

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