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Why does Xfinity support hide behind that crummy crummy crummy crummy virtual assistant?

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Why does Xfinity support hide behind that crummy crummy crummy crummy virtual assistant?

Seriously. You have a monopoly. I am trying to upgrade and the website dies with "This should only take a moment". There is nothing the virtual assistant can do for me. But that is all I can get. No obvious way to get help on my problem. This stinks! If only we had competition on cable!

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Re: Why does Xfinity support hide behind that crummy crummy crummy crummy virtual assistant?

Today I called and when the virtual assistant asked me what I wanted, I said "Problem with my account".  This seemed to get me to a live person right away.