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Xfinity Agent: "Click Here to Chat" NOT WORKING

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New Poster

Xfinity Agent: "Click Here to Chat" NOT WORKING

Despite trying different browsers, devices, operating systems, account logins, WiFi & cell networks, and physical locations, and resetting/restarting all applicable items, I'm unable to connect to a live agent through Xfinity Assistant.

 

As always, typing "agent" prompts the drop down menu that asks you to select the service you need more help with. After selecting "internet", I get the usual automated response "you are [x] in line to chat with an agent" followed by "click here to chat"...which is where the problem lies.

 

Tapping the "click here to chat" link does NOTHING. Each time I tap, I can see the small progress wheel briefly appear in the upper right corner which indicates that tapping the message is creating some sort of data exchange, but nothing happens. I thought it may be a matter of waiting for an available agent but I've waited 30+ minutes on a few different attempts just to confirm that that isn't the issue.

 

I'm confident that this issue lies on Xfinity's end.

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Official Employee

Re: Xfinity Agent: "Click Here to Chat" NOT WORKING

Hi @bluewaterpig

 

Thanks for using the Xfinity Forum to inform us of your experience when attempting to reach a chat agent. I am going to pass this information along so it can be investigated. In the meantime, I'd be more than happy to help address the concerns you have. Can you please provide more details of your reason for contacting us so I can assist you? 


I am an Official Comcast Employee.
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Frequent Visitor

Re: Xfinity Agent: "Click Here to Chat" NOT WORKING

I also have this problem. Tried all browsers in Windows and all browers in Android. 'Click here to chat' does nothing.

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Official Employee

Re: Xfinity Agent: "Click Here to Chat" NOT WORKING

Hello @user736258, thanks for reaching out to our Forums! I'm sorry to hear that you are experiencing this chat connection issue as well. I currently am not seeing this reported as a known issue but we can definitely have this further looked into. Just to confirm, how long have you been experiencing this on your end? Also, I would be more than happy to address any concerns, questions, or issues you may have here as well. 


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New Poster

Re: Xfinity Agent: "Click Here to Chat" NOT WORKING

I ran into the same problem as well however, it will work if you use Google Chrome.

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New Poster

Re: Xfinity Agent: "Click Here to Chat" NOT WORKING

this does not work with safari. says 

 

and click to chat

but does not work.

 

big problem..


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Gold Problem Solver

Re: Xfinity Agent: "Click Here to Chat" NOT WORKING

konfitz, sorry to hear about the issues you're seeing with the chat site. I'm here and happy to help! Please send me a private message with your full name for help. Just click my name and then on the next page, you'll see an option to send me a private message on the top right hand side.  


I am a Retired Official Comcast Employee and no longer actively support the Xfinity Forum.
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New Poster

Re: Xfinity Agent: "Click Here to Chat" NOT WORKING

Typical for Xfinity, a month later after this was reported, still an issue as I am seeing it right now. Another xfinity fail.
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New Poster

Re: Xfinity Agent: "Click Here to Chat" NOT WORKING

Same here. It's not working.

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New Poster

Re: Xfinity Agent: "Click Here to Chat" NOT WORKING

I am also having the same issue. I've used Chrome, Mozilla, Internet explorer. This has been happening for the last month, every time. I've also used it at different locations to see if it might have been the computers I was on. this is a known issue if many people are reporting it.

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New Poster

Re: Xfinity Agent: "Click Here to Chat" NOT WORKING

This system is horrible. I can’t get a chat going anymore or a decent call back. X finite customer service on line is really failing.
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Gold Problem Solver

Re: Xfinity Agent: "Click Here to Chat" NOT WORKING

DebRo111, sorry to hear about your experience with the chat function! I'm happy to help! What service issues are you experiencing? 

 

 


I am a Retired Official Comcast Employee and no longer actively support the Xfinity Forum.
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New Poster

Re: Xfinity Agent: "Click Here to Chat" NOT WORKING

As of 7-31-2019, it is STILL..not working. Come on Comcast. Over 2 months and you can't get it working again????? What are WE, the customers, paying you all for???????

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Expert

Re: Xfinity Agent: "Click Here to Chat" NOT WORKING


@blessed247 wrote:

As of 7-31-2019, it is STILL..not working. Come on Comcast. Over 2 months and you can't get it working again????? What are WE, the customers, paying you all for???????


Does this link work for you?

 

https://www.comcastsupport.com/ChatEntry/Protected.aspx


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I am a Customer Expert volunteering my time to help other customers here in the Forums.
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New Poster

Re: Xfinity Agent: "Click Here to Chat" NOT WORKING

All it does is take us to a automated assistant that doesn't do squat.

Why did Xfinity get rid of the actual live chat?????

We call, we get told we are wrong. BUT, this site: https://t.co/0Q5M3SCKko shows us otherwise!!!!

Stop lying to us, treating us like dirt, making us pay for channels, et we don't want or need,...JUST STOP!!!!!!!

 

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New Poster

Re: Xfinity Agent: "Click Here to Chat" NOT WORKING

No, it doesn't work. There are NO pages, links, urls, methods, browsers or any other way to "chat" with Xfinity/Comcast online, that actually work. This is by design. They want it to APPEAR as though they have an equivalent level of customer service as other major players, like Amazon, but they don't have an actual implementation of that service from what I can see after trying every known major browser and enabling a long laundry list of available plugins and browser extensions, as well as having no third party ad blockers enabled and disabling the built in pop up blocking in every browser.

 

Comcast's "online chat" is fake, for all intents and purposes.

 

I challenge them to show anything to the contrary, but they won't, so it's a moot challenge.

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Silver Problem Solver

Re: Xfinity Agent: "Click Here to Chat" NOT WORKING


@darkbreeze wrote:

No, it doesn't work. There are NO pages, links, urls, methods, browsers or any other way to "chat" with Xfinity/Comcast online, that actually work. This is by design. They want it to APPEAR as though they have an equivalent level of customer service as other major players, like Amazon, but they don't have an actual implementation of that service from what I can see after trying every known major browser and enabling a long laundry list of available plugins and browser extensions, as well as having no third party ad blockers enabled and disabling the built in pop up blocking in every browser.

 

Comcast's "online chat" is fake, for all intents and purposes.

 

I challenge them to show anything to the contrary, but they won't, so it's a moot challenge.


Are you saying you can't chat with this?

https://www.xfinity.com/xfinityassistant/?INTCMP=ILC:XA:GEN:GEN5bfebd84b5e3a


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I am just a customer, volunteering my time to help other customers here in the Forums.
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New Poster

Re: Xfinity Agent: "Click Here to Chat" NOT WORKING

AUGUST 31, 2019 CHAT IS STILL NOT WORKING AND THERE IS NO WAY THAT YOU HAVE NOT RECEIVED COMPLAINTS THAT CHAT IS NOT WORKING

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New Poster

Re: Xfinity Agent: "Click Here to Chat" NOT WORKING

It is working fine for me. was able to click on "Start Chat" and it took me to another page where i was able to connect to an actaul agent

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Frequent Visitor

Re: Xfinity Agent: "Click Here to Chat" NOT WORKING

I was also able to get Live Chat working again. I'm glad it's resolved but upset that it took about three months to fix...

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Frequent Visitor

Re: Xfinity Agent: "Click Here to Chat" NOT WORKING

i make calls to your tech support on a daily basis due to my SLOW internet when i even get it. every support person when i tell them the chat with a agent does not work they tell me i never had anyone tell me that. so by the time they get that fixed i will have a summer house on mars and unicorns will be running around out side. 

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New Poster

Re: Xfinity Agent: "Click Here to Chat" NOT WORKING

The chat is also not working for me.  Since yesterday the xfinity wifi signal has been very week.  Days before that it had a strong signal.  I have had issues like this in this past and it has been fixed after calling it in.  

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Frequent Visitor

Re: Xfinity Agent: "Click Here to Chat" NOT WORKING

Don't hold your breath. This is been going on for a number of months and I have reported over 25 times. I could have fixed the space shuttle by now.
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New Poster

Re: Xfinity Agent: "Click Here to Chat" NOT WORKING

The chat feature is not workong for me.

When I tried to use it last month I thought maybe it was just a temp system outage however after trying again several times I see that it just doesnt work.

 

Hope this gets fixed soon

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New Poster

Re: Xfinity Agent: "Click Here to Chat" NOT WORKING

I’ve been a loyal customer with you guys for several years, and trying to get help for a week now and every agent is telling me to use the app and it’s not working. It tells me I’m next in line and I click start chat and nothing happens. Every time I call in they’re telling me to use the app and it’s not allowing me to modify my account. I’m currently paying almost 500 for unlimited internet on the cell phones and unlimited internet at home, with one premium channel... I don’t think it’s worth all the money we are paying. I have been trying to change my package to something my family will enjoy for the amount of money we’re paying. What department can I call to help me out because the app will not let me do anything but pay my bill.. Please help
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Regular Visitor

Re: Xfinity Agent: "Click Here to Chat" NOT WORKING

Xfinity Chat Agent not working again.   Keeps saying I need to sign on so they can access my info.   I am already signed on.   When I click on sign on another box pops up but nothing happens stays blank than it goes away.   Nothing

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New Poster

Re: Xfinity Agent: "Click Here to Chat" NOT WORKING

I am trying to ask about my contract that I processed today ... there are some charges that I was not told about when I signed up ... I do need anyroom DVR ... I live in a two room apt in a senior facility ... there is only one DVR whose location will not change ... so remove the $10 charge ... plus I was not told about the fee for HD ...

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New Poster

Re: Xfinity Agent: "Click Here to Chat" NOT WORKING

I am also having the same problem.  

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New Poster

Re: Xfinity Agent: "Click Here to Chat" NOT WORKING

Is this issue going to be resolved?

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Frequent Visitor

Re: Xfinity Agent: "Click Here to Chat" NOT WORKING

You have a better chance of seeing Santa in your living room. The funny thing is every time I have to call them you tell the agent and they say OH THAT'S The FIRST time I Am HEARING about that. yeah right.
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Gold Problem Solver

Re: Xfinity Agent: "Click Here to Chat" NOT WORKING

Hi all, apologies for the issues with the chat. I am here to help. If you are having any service or billing issues, let me know by sending me a private message. 

 

Kenm


I am a Retired Official Comcast Employee and no longer actively support the Xfinity Forum.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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New Poster

Re: Xfinity Agent: "Click Here to Chat" NOT WORKING

Found a fix for Chrome browser as I've experienced this several times. 

 

Go to Chrome settings > click the Clear Browsing Data right arrow > click Advanced > uncheck everything but "Site Settings" and possibly  "Hosted app data" (I had both checked) and click Clear Data

Go bvack to your chat window / page.  You shouldn't have to reload the chat page but may want/need to (I didn't and it then worked fine).

 

I hope this helps you as well.

 

Cheers!

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Frequent Visitor

Re: Xfinity Agent: "Click Here to Chat" NOT WORKING

DAH. 99 out of 100 computers run on windows. not hackable chrome and ios. 

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New Poster

Re: Xfinity Agent: "Click Here to Chat" NOT WORKING

It is 2020. Why is it that it is IMPOSSIBLE to contact a human from this company. My internet is currently out, and I’ve spent the better part of an hour just trying to get ahold of a human from this company. This is unacceptable. I’m not sure if I’ll even have Comcast service tomorrow if this is what their ‘customer support’ looks like