Skip to main content
user_il6gj7
1st Reply
1st Like
Originator

3 Messages

Wednesday, January 14th, 2026 6:26 PM

How can I get to a live agent in the chat?

I don't want to ask my actual question here, for other users to read, because it regards billing and personal data,  already tried multiple devices, so please don't recommend clearing my cache or other browsers.

I just need to know what to say to the AI bot to get me to a live agent.  The website keeps treating me like a new customer. 

Question

 • 

Updated 

18 days ago

 • Edited

196

1

0

Oldest First
Selected Oldest First
XfinityJustinC

Official Employee

 • 

2K Messages

19 days ago

@user_il6gj7 I appreciate you creating the post after originally sending the unsolicited direct message. I definitely want to help investigate the billing concern further, and will follow up with you there to continue. 

2

0

user_il6gj7

3 Messages

So there's no way to bypass the AI to get to an actual person anymore? Everytime I have a problem I have to come and create a thread and wait to be invited to message? 

That's inconvient. I just want to get to live support via live chat. 

Like

Reply

18 days ago

0

XfinityBenny

Official Employee

 • 

1.3K Messages

u/user_il6gj7 Correct, a post is needed on the forum to engage. The design of the forum is not for direct messages or Ai. It is to post questions in a public forum, and have the community or employees add solutions to the post. That helps the original poster, as well anybody else visiting the forum which has the same question. Add your concern or questions, avoid posting any personal information, and it will be answered as soon as possible. For a live chat session use the Xfinity Assistant here https://www.xfinity.com/xfinityassistant. 

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

forum icon

New to the Community?

Start Here