Why can't I speak with a live agent?

Hello, user_vcthcp thank you for taking time out of your day to create a post, this isn't the experience we want you to have when contacting us. You have reached out to the right place for assistance with an account review to help with your Xfinity plan. 

The number you had posted is for our Xfinity Mobile experts, were you attempting to reach about assistance with Xfinity Mobile? 

1-800-Xfinity (1-800-934-6489) is our number for residential service, if you are ever needing help over the phone for. Other ways to contact for residential service support is through our Xfinity Assistant: https://www.xfinity.com/chat/. You can also visit: https://www.xfinity.com/overview > log into your account > select make a change to service > then check promotion options. 

To help with an account review, I would need to gather some information we don't want in our public conversation. When you have time, please send a direct message: 

To send a direct message: 

Click "Sign In" if necessary

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• Click the "New message" (pencil and paper) icon just to the right of Conversations

• Type "Xfinity Support" in the "To:" line - do not use the Employee's name!

• Type your message in the text area near the bottom of the window

• Press Enter to send it

To expedite your request, we ask that you please include your name, the account holder name (if different), and the service address alongside a detailed summary of your request/question. 

You're welcome, user_vcthcp. That is wonderful to hear you were able to get in touch with an expert who was able to help with a new plan. We're available here for employee support over Xfinity Forums 7 days a week between 6 am - 12 am ET, and can help with plan changes, technical support, or just answer any questions you may have. 

The forums' knowledge base is also a great place to check for helpful information: https://forums.xfinity.com/categories/knowledge-base/602d56f9e6b3965d18e3a594. And sounds like you know how to use the search bar to locate information and similar posts. 

Im having trouble as well. I’ve been trying to reach someone about 4 days . No one has called back for days then when they did I said hello no response.

I’m trying too.  I’m a senior who pays comcast more than three thousand dollars a year and I don’t get to talk with a human. It’s DISGUSTING. It gets worse every year. 

Comcast has no customer service at all.   THEY DONT’ GIVE A [Edited: "Language"] ABOUT IT’s customers

Worst company ever. After multiple attempts with their online/ mobile solution center I still can’t fix the problem or speak to someone. I cut all cable because of this. Just have them for internet because they are the only viable option in my area. 

same thing happened to me!!! I was in tears by the end of the call because I was so frustrated and confused by what <Edited: Language> the solutions center was and they wouldn't transfer me. happened right after I was scammed by another guy claiming to be from XFINITY who was trying to get me to buy target gift cards to qualify for an internet discount. XFINITY needs to do more to protect their customers

Why are customers being made no to speak to an agent. There’s issues that a customer has to speak with an agent. It’s just disrespectful to have to go through a program. This is a hot mess. 

I am so angry right now it is absurd that I can’t reach a human being to talk on the phone you guys are always having outrageous and charging a arm and a leg for internet services that barely works then the customer service is the worse you can’t even reach anyone the app is no help you guys should be shut down!!! 

someone mentioned there is a phone number to get a live agent.  Could you post that number please?  The frustration is unbelievable!

Direct live customer support is no longer available as an option for your first conatct. xfinity, now demands you speak first with their AI agent.

I have copied today's text messages so far. I am evidently still in the loop with them. It is now 5:00pm. Notice that I started the messages at 1:32pm. It was at least 30-45 minutes even getting in the connection que, and then I was number 31. I am just trying to get a time that someone from xfinity will be at my house to install. The hurricaine is no excuse as my service was supposed to be set up before then.

Interactions with Xfinity

Sat, Sep 28

Hi! Thank you for reaching out to Xfinity Support! Your current Queue Position is 31 and one of our valued team members will be with you as soon as possible. There may be a delay while we connect you to a specialist, so while you are being connected, please provide your name, address and a brief explanation of how we can help. We thank you for your patience and look forward to working on a solution together. If you navigate away from this session, please return as soon as you can.

‎1:32 PM

It would actually not be necessary for you to talk to me. Just read the following message and see if you can schedule my installation. You have numerous notes on me and what has been done in the last two months.

I have spent literally hours trying to get my service installed. After much, I understand that there is now an xfinity plug at the closest power pole to my cabin. I attempted and thought I made an appointment for someone to come out and connect my service last Wednesday, Sept 25 , 2-5pm. no one called or came, and I have not heard from anyone either. So since the folks I talked to seemed delightful, nice and determined to help me, I have no confidence that the appointment was made. I know you are trying to get folks connected from the recent storm, but I have been trying to get service now for almost two months. Can you help me

[Edited: "Personal Information"]

‎1:36 PM

[Edited: "Personal Information"]

Message me to give me a time when you can install and I will make arrangements to be here.

‎1:37 PM

Hi there! I regret to hear that you have been facing issues with your services for a long time. I understand the importance of the internet, especially nowadays when everything is dependent on it. Xfinity certainly doesn’t want any hindrance in your daily tasks. You did the right thing by reaching out to us on this platform. I will certainly look into this. Please share your first and last name; it will help me locate your account.

‎2:38 PM

[Edited: "Personal Information"]

‎2:39 PM

Thank you for sharing the information. I have successfully located your account. Now, I need to secure it. To do that, I will send you a six-digit code that will be valid for 15 minutes. I can send the code to your registered email or phone number on the account. Which now works best for you?

‎3:18 PM

phone number

‎3:20 PM

[Edited: "Personal Information"]

I haven't gotten it yet

‎3:28 PM

\

‎3:38 PM

Thank you for confirming. I have sent you the code. Please share it once you receive it.

‎3:48 PM

[Edited: "Personal Information"]

‎3:49 PM

Perfect! The code works. Thank you for being a part of Xfinity. We appreciate your loyalty and business and hope this partnership will continue in the coming years. Please share your best contact number and email address.

‎4:19 PM

[Edited: "Personal Information"]

‎4:21 PM

[Edited: "Personal Information"]

‎4:22 PM

It would be nice if I could do business with you, but my internet has not been installed. I have been online with you for three hours this time. Can you make an appointment for someone to come out and install my Wi-Fi?

‎4:24 PM

I'm leaving comcast after 44 years !! Just about everyone i talk to leaving also. The funny thing is after 44 years of not missing one payment and never trying another company  the agent made no attempt at getting me to stay with comcast. Great CS comcast!!