can't reach live agent on chat

I've tried to use chat several times. The bot replies with a generic "I can help with most issues but if not I can connect you to an agent". I tried clicking on the options it offered then typing 'something else', 'agent', customer service', "connect to live agent', etc. No matter what I did it would not connect to a live agent. What is the magic word to get the bot to pass me to a live agent? Thank for any help you can provide.

Responses

Oldest First

Selected Oldest First

XfinityChelseaB

Official Employee

•

2.4K Messages

2 days ago

Hello @uas300, Thanks so much for taking a moment out of your day to leave a post on our community forum, and we would be happy to help. What concerns or questions did you need help with? We can totally support you here on the forums.

5

0

uas300

Frequent Visitor

•

17 Messages

I am looking for a way to bypass the chat bot online.

Like

Reply

2 days ago

0

XfinityKassie

Official Employee

•

2.6K Messages

uas300 Excellent question! You would have to select the issue first, and then request an agent. This way it can route you to an agent for your particular issue. I'm happy to take a look on my end, and see what the next best step would be. There are some models that aren't compatible with the Paramount+ App. So that I may take a look please send a Direct Message with your name and service address.

Click "Sign In" if necessary.
Click the "Direct Messaging" icon.
Click the "Start new conversation" (pencil and paper) icon.
In the "To:" line, type "Xfinity Support".
As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
An "Xfinity Support" graphic will replace 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 as Best Answer. tick

Like

Reply

2 days ago

0

uas300

Frequent Visitor

•

17 Messages

Hi - I did select an issue and then agent but it kept looping me back with the same message "I can help with most issues but if not get you to an agent". Never got an agent and gave up after 10+ minutes because I was frustrated. I did already send a direct message to Xfinity Support about the Paramount+ issue and was told it is a known problem but there is no estimated resolution date. I will try to use an hdmi and my laptop connected to the tv to see if that works. Thanks for the reply, and have a terrific day!

Like

Reply

11 hours ago

0

XfinityTommy

Official Employee

•

2.9K Messages

uas300 Always a pleasure to help! The HDMI and laptop is a solid way to test this out. Hope your morning is going smoothly. Was the plan to test the HDMI from the laptop today?

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 as Best Answer. tick

Like

Reply

11 hours ago

0

U

user_6c6e84

Visitor

•

3 Messages

No, we have family coming over today but I hope to try it before we leave this weekend

Like

Reply

10 hours ago

0

Xfinity Stream Website

uas300

can't reach live agent on chat

XfinityChelseaB

uas300

XfinityKassie

uas300

XfinityTommy

user_6c6e84

New to the Community?