Worst AI Agent and Support

I needed to call 911 and my Internet stopped working. The AI agent said everything was fine. I almost died because the AI couldn't find anything wrong. Worst experience ever!!! I had to troubleshoot 3 timesbefor I could wait 30 minutes in line to get help. Do not use Xfinity unless you have absolutely no other choice.

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XfinityJeniece

Official Employee

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4K Posts

8 days ago

Hey there, @user_i7c7lv, thanks for reaching out through Xfinity Forums regarding your internet connection. We would be happy to help you with troubleshooting your connection. Do you currently have Xfinity Mobile services as well?

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user_i7c7lv

Visitor

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2 Posts

I did, the experience was someone trying to upsell me while I still couldn't do anything. Your support people are salespeople and I almost died because of it, even after telling them it was an emergency.

Beyond this they wouldn't even try to help until I was pressured into buying cell phone service and TV Service. When there is an emergency, you shouldn't be forced to buy something to use the service or get help!

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8 days ago

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XfinityDena

Official Employee

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4.4K Posts

@user_i7c7lv I am sorry for how your experience made you feel. Were you trying to use your Xfinity Voice services (home phone) and they were not working or was your cell phone not working? You mentioned speaking with the Xfinity assistant (AI). Did you on the app on the app website or by calling?

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7 days ago

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Customer Service

user_i7c7lv

Worst AI Agent and Support

XfinityJeniece

user_i7c7lv

XfinityDena

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