Visitor
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1 Message
Horrible Service
I have never experienced customer service this aggressively useless in my life.
I spent TWO HOURS on the phone with Xfinity, only to be trapped in an endless loop of AI bots pretending to be helpful while accomplishing absolutely nothing. Not ONCE was I able to reach an actual human being. Every time I tried to explain the issue, I was redirected, ignored, or forced to repeat myself to another robotic voice that clearly wasn’t equipped to handle anything beyond reading from a script.
The problem? STILL NOT FIXED!
It is astonishing how a company can charge premium prices while providing service that feels like screaming into a broken vending machine. If your automated system can’t resolve the issue, which it clearly CAN'T, then there must be a way to escalate to a real, breathing person. Instead, I was trapped in a technological nightmare where the only thing that functioned efficiently was the system’s ability to ignore me.
This isn’t “innovation.” It’s avoidance. It’s cost-cutting at the expense of basic accountability. I was not helped. I was not heard. I was not connected to anyone capable of solving anything.
Two hours gone. Problem unresolved. Patience obliterated.
Do better... or better yet stop pretending you offer customer service at all. absolutely disgusting.
XfinityKam
Official Employee
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57 Messages
8 days ago
Hello @user_snwmu4 Thank you for sharing this detailed feedback. The experience you described is clearly not the level of support anyone should encounter. To move things forward, I’d like to get the specific issue you were originally trying to resolve. Once I have those details, I can ensure it’s directed to the appropriate team for direct, human assistance without additional loops or delays.
Your time and feedback are important, and the information you’ve provided will be used to improve how these interactions are handled going forward. Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forum's page.
Here are the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "to" line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message
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