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user_9n21tp
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Wednesday, April 9th, 2025 7:30 PM

Worst customer service

Has to be the worse customer service. Unable to get anyone on the phone to ask questions about your account. When you do get an Xfinity member on the phone, you are not able to understand anything they are trying to say because all member are from a different country. They are doing their best so it's not a knock on them. There is always a delay on the call and that probably because they are most likely on the other side of the world. It's same when you connect with a lice agent to chat with. Why not hire people in the U.S to make communication easier for your US customers. Give this customer service 0 starts. The absolute worst.

Question

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Updated 

10 days ago

20

2

XfinityAmira

Official Employee

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4.1K Messages

10 days ago

Hi user_9n21tp! Thanks for taking the time to let us know about the experiences you've had trying to get support with your service. We value and appreciate you choosing Xfinity as your service provider, so it's unsettling to hear you feel this way. I do understand your concerns, and I will absolutely be getting this feedback passed along. Please know my team is always here to assist you with any service needs. We definitely want to turn this experience around for you and make things right.

 

For us to better support you, can you tell us a little more about the questions you have regarding your account? We look forwarding to helping you! 

 

3

0

viper337

Visitor

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2 Messages

I agree whole hearted ly. The artificial intelligence is stupid and cannot answer a simple question. When you are finally able to get a human on the phone, they are on the worst phone system and they cannot speak clear English. Wasted 1 hour of my time on a never ending merry go round of frustration. Can't get a local phone number to report a wind damaged box on the side of my house. Simple, right? Nope. Seems a major corporation like Xfinity could do far better with their customer service!!!!! For the first time in many many years I am REALLY annoyed with Comcast / Xfinity.

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10 days ago

0

XfinityQuemekia

Official Employee

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27 Messages

Hello @viper337 I hope the day is treating you well. Thanks for reaching out through Xfinity Forums. We hate to hear you've had so much trouble getting help with the damaged box on the side of your house, I understand your frustration and would feel the same if it was my home. We'd be happy to take a look at your account to make sure that this gets resolved. You would need to send a direct message.

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon orhttps://forums.xfinity.com/direct-messaging

Click the "New message" (pencil and paper) icon

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

- As you are typing a drop-down list appears. Select "Xfinity Support" from that list

- An "Xfinity Support" graphic replaces the "To:" line

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

Press Enter to send it.

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10 days ago

0

viper337

Visitor

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2 Messages

Thank you for the quick response. A follow up will be forth coming on my progress.

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10 days ago

0

user_4x591e

1 Message

10 days ago

The worst customer service I have ever had. You not only charged me a wrong amount but also were unable to answer my questions. I will replace you with someone else in the near future. I have a transcript of my last month and this month conversation with your agents. How you can make me an offer and charge me whatever you think is okay?

1

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XfinityChristy

Official Employee

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1.9K Messages

 

user_4x591e Hello, and thank you for reaching out via our Xfinity Community forums. I am so sorry for the frustration you have experienced. That is not the customer service experience we aim for. Hearing that you're considering switching providers really hits home, and honestly, I don't blame you one bit given what you've gone through. It's completely unacceptable to be left feeling this way about our service.

 

I would really like the opportunity to review your account and understand exactly what happened with these charges and the unanswered questions. Having the transcripts from your previous conversations would be incredibly helpful in piecing everything together.

 

To help me look into this for you as quickly and efficiently as possible, would you mind sending me a direct message with your full name and address? Once I have that information, I can access your account details and start working on finding a resolution for you right away.

 

I truly want to make things right and see if there's a way we can regain your trust. Please give me that chance to help.

 

To send a "Direct Message" message:

Click "Sign In" if necessary

Click the "Direct Messaging" icon at the top of the page (it looks like a text bubble)

Click the "New message" (pencil and paper) icon

Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that appears. The "Xfinity Support" graphic replaces the "To:" line

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

Press Enter to send it

 

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

10 days ago

0

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