XFINITY LIVE AGENTS

I really don't know where to start. Can you pull up my account and see for yourself? I don't like giving my information on a chat message?

No problem! We will need to meet in a direct message so I can gather your account details in private. That will allow me to further help. Please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging icon located at the top right of this forums page.

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8/1/25 - I have a manifesto of what happened.  I should have been taking notes the whole time since this has gone on for almost a month now.  It started with me calling your customer no service phone number regarding a credit I was requesting on my internet bill because I had no home phone, no internet and no TV for 48 hours.  That was done and I received my credit for $28.15.  No problem that part of the phone call.  It went downhill from there

8/1/25 -  after speaking about the credit, the live representative said we could get a better deal on both internet and phone. Before I explain, let me tell you that the live representatives you have do not have any idea as to what they’re doing and sometimes outright lie to sell your product.  I told him (his name was supposedly Jamie) I didn’t want any tv channels taken away and he supposedly understood.  He said he could still lower my monthly payment to approx. $216.00 from the $244.00 I had been paying. Come to find out when I went into the store directly,  that I did not have all the channels I originally had and the representative at the store changed the service back but my bill is now $3.00 higher.  It was $244.00 per month and is now $247.00 for month. How does this happen?

Now for the phone, he said he could get me a new free phone and still pay the same monthly amount.  I said OK, but in actuality what he did was give me a cheaper phone and add another line to my account which actually made my bill higher by over $30.00 per month  He also told me my monthly bill would not change and that was the whole reason I agreed to it.. So, again at the store, they claim they couldn’t help me but gave me a phone number to call. He also transferred my data from the old phone to the new one I received.  So, again I go back home and try to call the 800 number.  This time I asked to speak to a representative in the U.S. and he said he couldn’t do that.  Why????

Anyway, whomever I spoke to although I failed to get his name, but it probably doesn’t matter because he probably gave a fake name as well, said the gentlemen at the actual store claims he didn’t transfer the data over correctly from the old phone to the new one. He kept me on the phone for over two hours and the result was he was still working on it and told me he would call me back the very next day at 5:00 pm EST. He also ordered a new SIM Card than then turned around and cancelled it.  I have over 25 emails regarding what all went down since 8/1 and this doesn’t count the 4 times I actually went into the store trying to get some help. 

Approx 8/9/25, I again called customer no service and this time got a lady.  By this time, I was really frustrated explaining what all had happened.  For all my trouble this lady offered to give me an upgraded phone and no monthly increase for another line. All I had to pay was the $35.00 sales tax.  All I wanted to do was have my husbands phone number changed to the new phone and then remove the phone he had off of the account so I would only have the two lines still and not have the third line. 

On 8/12/25, I received a box from Fedex that was open and nothing was in the box! The order # is [Edited: "Personal Information"] and the Fedex tracking number was [Edited: "Personal Information"]. There was a form I could fill out when I tracked the package for missing merchandise and an opened box. By this time I just wanted to send back the first phone I received and simply cancel the whole new phone issue and my husband would just keep his old phone and we would still just have the two original lines.  I again called customer no service and explained to them what happened.  And that I wanted to send the new phone back and just forget any of this happened.  He sent me a Fedex return label and the phone was returned and you received it back on 8/14/25 and then on 8/15 I received another email stating I have received a credit.  I have already received a credit for $22.33, which was the amount of the first phone and the sales tax. There is also a credit of $4.68.  What is this for?  The only thing I’m waiting on is the sales tax for the second phone I never received which was $35.00.

8/18/25 – Called customer no service again to ask about the credit and I was told it was still in the works with Fedex and to call back in 10 days??  According to some recent emails I received, my new line of service has been cancelled but another email dated the same day, telling me not to forget to activate my device???

I’m really tired of all these games and if Xfinity would hire competent people maybe you wouldn’t have so many complaints.  I am reviewing my options for going with another carrier.  You have all been a big nuisance to me over this whole experience and it’s taken far too much of my time.

Hey @user_i6t3n5, Thank you for visiting our official Xfinity Forums Community support page. We will be more than happy to pass along your information to our Xfinity Mobile team for review. Please send a direct message by clicking the chat icon in the upper right corner of the page, clicking on the pen and paper icon, and then entering “Xfinity Support” in the “To” section. Please include your full first/last name and complete service address (Including the city, state, and zip code), and I'll be happy to help.