1 Message
Live chat not working.
I was looking at my billing on my iPhone 16 app. I noticed that my bill was different from what it was before. I could chat with an agent briefly, but then the chat disconnected. Anytime I attempted to restart the chat, it started to loop to a screen where it asked me to log in or chat with an agent. I switched to my computer but I'm getting the same screen. I am also getting stuck in a log-in loop on my phone app now. I tried deleting the app, but the loop continues.
XfinityJustinC
Official Employee
•
1.1K Messages
2 months ago
Hello, @user_6s8xme thank you for taking time to create a post. Sorry to hear you're having issues with the live chat on multiple devices you've attempted. I'd like to investigate this further, and can also do an account review to see where the increase in the billing came from.
If you haven't attempted these steps, here are some basic troubleshooting steps you can take:
- On a laptop, attempt to use an incognito window
- Make sure your browsers are up-to-date
- Clear history/cache
- On a mobile device, check to make sure your device doesn't need an update
- Uninstall and reinstall the Xfinity App
Since I will need to gather some information to locate your account, and we don't want that in our public conversation. When you have time, please send a direct message.
To send a direct message:
Click "Sign In" if necessary
• Click the "Direct Message" icon in the upper right - it looks like a chat bubble
• Click the "New message" (pencil and paper) icon just to the right of Conversations
• Type "Xfinity Support" in the "To:" line - do not use the Employee's name!
• Type your message in the text area near the bottom of the window
• Press Enter to send it
To expedite your request, we ask that you please include your name, the account holder name (if different), and the service address
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