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Retention- chat or email?

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Retention- chat or email?

I am having a heck of a time getting in contact with someone from Retention.  Chat links I was sent don't work, and my call back from Xfinity never materialized. The chat line I got into stayed at 7 perople ahead of me for over an hour before I disconnected.

 

We need to reduce our monthly bill, and doing so by picking another cheaper package online requires us to schedule a $40 appointment for installation of equipment we already have, so that's not an option.

 

Is there someone who could assist me on this board please?