Skip to main content
user_u8tyjc
1st Topic
1st Like

Visitor

 • 

5 Messages

Friday, August 22nd, 2025

Has Anyone Else Been Lied To By XF Chat Agents

I spoke to  2 agents, the first one helped partially, and then transferred me to another agent to help resolve a Peacock issue.  He PRETENTED to resolve the issue, offered to reduce my internet from 158.00 to 100.00, give me a 75.00 refund, an additional 35.00 credit, told me to download Xfinity Stream and i could access USA Network and watch Live Premier League for 9.95.  There was no angry exchange, I didn't offend him, I wasn't mean to him, in fact it was the opposite,  I was ecstatic he was helping me.  It was all a lie.  I don't know why.  Just weird, and saying things like I was the best customer he had chatted with all day, and I had made him very happy, and using little love hearts in his chat.  (In hindsight, its very creepy).  I realize I am a microspeck in the customer pool, but I'll be taking action by giving my 150.00 (hopefully less) to some other ISP.  XF execs you should be ashamed of yourselves allowing this to happen. Smh.

Question

 • 

Updated 

18 days ago

28

2

Oldest First
Selected Oldest First
Joe_R2

Visitor

 • 

11 Messages

18 days ago

Literally dozens of times...  I made a post about my own experience earlier.

https://forums.xfinity.com/conversations/customer-service/forcibly-dumped-or-disconnected-from-xfinity-mobile-technical-support-chat-more-than-40-times/68a8ab7dea01394ee14701e9

5

0

user_u8tyjc

Visitor

 • 

5 Messages

I'm appalled by their customer service. Creepy and leaves me confused as to why outright lie.

Like

Reply

18 days ago

0

Joe_R2

Visitor

 • 

11 Messages

I have a theory as to why they lie and misrepresent:

Their internal Support Metrics are based upon a required amount of time you're kept in chat support and their ability to "successfully resolve" your issue.  I've experienced at least three different methods they use to fudge these Metrics.

1- Like you mention...  they lie or promise things and then never follow through.

2 - Tell you they'll work on your issue and then send you an email once it's resolved.  Or, in the same vein, they'll call you back.

3 - Ungraciously disconnect from your support chat session and making it look like you were the one that disconnected.

They'll say and do anything so long as their internal metrics make it look like they've "successfully" processed the chat request.

This is all theory, but as someone who has worked and managed Tech Support for more than two decades, it looks apparently obvious to me.

Like

Reply

18 days ago

0

XfinityAirelle

Official Employee

 • 

2.9K Messages

 

 

Hi there! We’re really sorry you’ve had to go through all of this — spending that much time without getting a resolution and being disconnected so many times is incredibly frustrating, and it’s not the experience we want for you. 

 

Our team would be happy to look into this for you. Can you initiate a direct message and start with your full name and address? To start a direct message, you must be signed in. Please click the "Direct Messaging" icon in the top right of the page next to the bell, and send your message to "Xfinity Support". Talk to you there!

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

Like

Reply

18 days ago

0

Joe_R2

Visitor

 • 

11 Messages

"Hi there! We’re really sorry you’ve had to go through all of this — spending that much time without getting a resolution and being disconnected so many times is incredibly frustrating, and it’s not the experience we want for you."

I literally was sent statements just like that, or quite similar, more than 25 times.  It's nonsense copy/paste lies.  No one believes it.  There's nothing worse than fake sincerity, and Xfinity Support is the KING of Fake Sincerity.

Like

Reply

18 days ago

0

user_u8tyjc

Visitor

 • 

5 Messages

I just read you post to them, that's awful. So frustrating!

Like

Reply

18 days ago

0

XfinityEva

Official Employee

 • 

2K Messages

18 days ago

Thank you for sharing this about your recent interaction. I am so sorry to read that this was your experience during that interaction and would love the opportunity to make this right by you. May I please ask that you send us a direct message with your full name and service address to get started? 

 

To send a direct message: 

 

  • Make sure you are signed in here in the Xfinity Forum. Click "Sign In" if necessary
  • Click the "Direct Message" icon (square chat icon in the upper right corner of your screen next to the bell icon)
  • 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

 

3

0

user_u8tyjc

Visitor

 • 

5 Messages

@XfinityEva​ Ok, i have done that

Like

Reply

18 days ago

0

XfinityEva

Official Employee

 • 

2K Messages

Recevied, much appreciated! 

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

Like

Reply

18 days ago

0

user_u8tyjc

Visitor

 • 

5 Messages

Hi, I've been sat waiting on the chat since 2.26PM cst.  I am not yet to the point where anyone has answered to let me know where I should enter the verification code.  At this point, should I just give up?

Like

Reply

18 days ago

0

forum icon

New to the Community?

Start Here