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user_f0u96v
1st Topic

2 Messages

Saturday, November 2nd, 2024 4:34 PM

Connecting with live agent impossible

I have been trying to connect with a live agent about my Wifi bill. All I get is the automated agent which never lets me get to a live agent via chat or phone call. I don't need the unhelpful chat bot. I need a live agent. Why is it so hard to speak to an actual human? I came to the forums to see how to do so, and multiple posts have "click on direct message icon in upper right corner" - great, except there is NO icon or other option to do so. I need help with this issue and would appreciate being able to actually talk to someone that is alive and might be a lot more helpful than a bot.

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21 days ago

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XfinityMarcos

Official Employee

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1.9K Messages

21 days ago

Hi user_f0u96v, it's always nicer to talk with someone and get all your questions addressed, so I'd be happy to do that with you. Did you have specific question about your bill or some background details that would help us get on the same page? Once you're signed into the Forum, you should be able to view that icon. Are you signed in with your Xfinity ID? 

 

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user_f0u96v

2 Messages

Thanks for the response. I was logged in, but until you responded the dm icon was not showing. Now it is, and I have sent a dm. I'll update if this works to fix my issue with being unable to connect to a human outside of the forums.

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21 days ago

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XfinityDemitrius

Official Employee

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1.3K Messages

Hey @user_f0u96v. We will be more than happy to assist with any Xfinity account and billing concers. Please also note that sending unsolicited private messages to myself or any other user is a direct violation of our forum guidelines. You must first create a Public post requesting assistance, and once a Comcast verified employee responds and asks for a private message to be sent, you can then proceed with doing so. This is just a heads up for future reference, but I look forward to further assisting you here until you have been directed to send a direct message.

You can learn more about our Forums rules and guidelines by visiting our Getting Started in the Xfinity Help & Support Forum page, the Xfinity Forum Guidelines page, and our Xfinity Forum Acceptable Use Policy page. 

Could you please describe in detail the issues you are experiencing with the WiFi bill so we can best assist? 

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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21 days ago

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