Thank you for your feedback, user_tqaslp. There are a variety of ways to get in touch with a Comcast specialist. Our team is here to help. If you prefer to speak over the phone you can call us at 1-800-Xfinity (800-934-6489). You can also request a callback from Xfinity. To do so please visit xfinity.com/support/schedule-callback to get started. If you’re not signed in to your account, you’ll be prompted to do so using your Xfinity ID and password. Our team can help too. Please send 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:
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[Edited: "Inflammatory"]. Check your data delivery to make sure you’re getting the speed you’re paying for and have them check your lines for faulty wires since they won’t voluntarily do so to ensure quality service is deliverable. 

Xfinity customer service is terrible.  Worse than terrible if that is even possible.  Even if you can reach a voice, they'll just read from a script they have, asking you to reboot your modem.  Even when it's not a modem or service issue.  I just attempted to contact Xfinity about an outage in my area and the rep would only try to sell me a $99 a month protection plan.  When I asked for a supervisor, she refused and hung up on me.  There is no customer service from Xfinity.  You have the chat bot on their support page and that is about it.  I'm actually calling IQ Fiber next as we have it in our area now.  It's cheaper for faster service.   I do not know how their customer service is as of yet but will soon find out when I cancel my service with Xfinity and start new service with IQ Fiber.

I have calling for a week. Now really missed. I do not like texting or communicating thru AI. Cannot talk to rep. No what answer i give to questions keep getting routing to online resources. I am seriously considering other cable providers.  What so difficult about talking to a live person cost go up customer service goes down. So Don with xfinity.

lol they are making it nearly impossible to talk to a real person. 

calling just goes to ivr and doesn't give me any option for live person

even clicking on requesting call back - also just go to chat option, then the chat you cannot request callback and are stuck with a chat agent. 

agent said - you requested to chat so i can chat. 

seriously...

I absolutely agree with these customers!! You have, hands down, the worst customers service in the universe!!

Xfinity you are the worst! For years you have had

mt

Account under someone else name (I own my house and my account) you won’t change it , you say you’ll do it and years later it’s still there. 
I have been told there was some imaginary internet device sent to me but I’ve always had my

old one and now you’re charging me for 2. Whenever I call to tell you I don’t have one you continue to say you’ll remove it and yet still charge me . 

How is it legal to never provide any support and send customers in circles with automates responses? Cannot get a human no matter what avenue I try, cannot get a call back and cannot get a human to help resolve issues.

[Edited: "Inflammatory"] none of yall no help paying near 200 for some wifi

Also been sent in circles. Impossible to speak to someone on the phone. I installed a new device moving into a new home. As a new customer, I paid $100 for installation fee and it wasn't installed properly. I had to get another xfinity technician to come fix it and was charged another $100. How is fixing the mistake they made the first time worth double charging?

The absolute WORST customer service I’ve ever experienced. You can’t ever get in touch with anyone!!! I try to call on my way to work, DRIVING, and all it does if want to to press buttons, how dangerous!!! I have an alert for when Verizon is available in my neighborhood, cannot wait to get rid of this service. 

I have had a ticket declined twice from credit escalation department. They offered me credits on my bill for a mistake they caused yet now it’s something they do not want to give me, nor will they apply it to my bill. The credit department will not speak to me either after several attempts to get them on the phone. 

 Now, They keep adding to my bill even tho my services are off/suspended. So I have a bill that has two months for services I haven’t even had. It’s been off for over a month yet the bill is still going and climbing and I’m being charged. 186$ a month for two months that services were not even on for is just Crazy!!! Angry is an understatement for being treated this way. They create a ticket, escalate it and then decline it and my bill then climbs higher from it being unresolved. You call back, it is the same repeat with a new ticket created and having to talk to 3 or more Techs to start the whole story over about what happened. 

I’ve called for two weeks daily and nobody from the credit team will speak to me. It’s all in the “notes” yet they also will not honor offers they tell you about. Such lies. Why say credits can be added yet nobody from the credit escalation will get on the phone or approve it? It is lying, fraudulent and deceitful to offer something and then not give it just to keep someone as a customer. False promises. The calls are recorded yet they won’t replay them to hear what has been done to you as a long term customer either so I am done. They have lost my business after this & probably my other family members who use them as well. The bill will now be added to collections because I refuse to pay for services I didn’t have at all. I tried to call for two weeks to resolve it and nothing was done other than time waisted on their phone line but to be given the run around every day. Goodbye Xfinity. Nice knowing you and I hope it was worth losing a loyal customer or five. I had y’all for over 3 years so I hope you realize what a mistake it is to lose me and my family members as well. All because you refuse to honor your offers, fix a bill and make right. 

Good luck!  I am so tired of the constant degradation of the customer experience with XFinity!  It’s literally impossible to speak with anyone. After listening to the annoying fake typing from the automated support “person” (which incidentally grates my nerves because it insults my intelligence, thinking I would actually believe someone is typing), you are asked, then told to use the XFinity assistant via a text link. If you say no, you will be told goodbye & hung up on. 

This company has the WORST customer service of any company in America.  Can't even talk to a real person EVER.

I have had the same problem.  I was trying to solve a TV issue for my 96 year old parents. When I finally got through to an agent, I was told the equipment was old and needed to be replaced, the only cost would be for shipping.  After the equipment arrived, we couldn't set it up because it hadn't been activated and we had to have  a tech come to the house anyway.  All of this took multiple calls to the automated line and multiple disconnections before I got to a human being.  Now I am getting a message when I try to login to the account online that they are increasing the bill because we have "added" equipment.  We didn't add anything, we replaced equipment.  There was an option to review later, that didn't work. I could also request a call back if we had questions.  When I tried that, I got a message that call back service wasn't available.  Another call to the Xfinity "help" line.  After several more disconnections, I finally spoke to someone who told me that they didn't see any increase to the account and to just accept the charges and to call back if the next bill did increase. NOT helpful! I should be able to charge Comcast for the time I spend trying to get customer service.  Unfortunately, Comcast is the only game in town so there is no competition. 

This is copied directly from the Customer Experience page "Putting the Customer at the Center of Everything We Do

We are committed to respecting our customers’ time, simplifying their experience, and making things right if we fall short."

Comcast has fallen far short of the customer service pledge.  Terrible customer service doesn't even begin to cover it.