Visitor
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5 Messages
Virtual Assistant is USELESS
We are forced to use the virtual assistant, which is never helpful, but usually after a lot of wasted time I can make it to a person. Not today. First the assistant said there were no outages then when problem not solved and I asked repeatedly for a person, I was then told due to outages a person was not available. I saved the screen shots. Per your website it says a live agent is available m to f during the hours I called. I have that screen shot also. I am also tired of getting calls asking to add my mobile plan. I tell them every time I would never give you any more business with all the problems I continually have with customer service. I am waiting for the day that another carrier is available to switch to.
XfinityAlyssaA
Official Employee
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1.7K Messages
1 month ago
Good evening @user_b573f8, and thank you for reaching out to our dedicated Communities team on our forums today, we appreciate it. I hope you are otherwise having a great Tuesday so far! I'm sorry to hear about your frustrating experience with our virtual assistant and see that you were told there were no interruptions and then told there was no person available due to an interruption, I can completely see why you feel that was not helpful and understand why you are upset. We'd be happy to forward the feedback as we are always looking for ways to improve our service and the customer experience. You can also leave feedback directly on our website here https://www.xfinity.com/support/svp-contact-form.
I also see that you stated you have been receiving calls regarding adding a mobile plan and we're sorry to hear that you are getting tired of those but I understand where you are coming from. Rest assured, our team is on your side and wants to help address your concerns properly and as efficiently as possible. To confirm, are you still experiencing issues with your service? If so, our team of live dedicated agents will be happy to investigate further.
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