Visitor
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1 Message
Figure out rental equipment/internet plans and AI assistant
Could someone please let me know how to connect to a human Xfinity employee to discuss a large change in my bill? My internet bill is about to double from what it was a month ago, and I'd like to talk to an Xfinity employee to discuss my options before I look into cancelling and getting internet elsewhere.
I've attempted to reach out using the Xfinity assistant, which has caused a separate issue. After asking how to discuss my internet bill, the AI assistant informed me that it would connect me to a live agent "right now." Over the next 30 minutes, the AI assistant has offered to connect me to a live agent 6 times. I have not been connected to a live agent, and every time I ask about the delay, it asks "why do you want to be connected?" It's kind of funny, but also clearly frustrating.
My main issue is with the above billing concern, but I'm also curious how to submit a complaint about the AI assistant.
EG
Expert
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118.7K Messages
1 hour ago
Concern moved here to the Billing help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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XfinityShawn
Official Employee
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2.5K Messages
1 hour ago
To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a Direct Message.
Click "Sign In" if necessary
Click the "direct messaging" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it
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