Xfinity / Comcast Customer Service
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- Опубліковано 5 жов 2024
- This is my 4th call to Xfinity / Comcast in a 30-minute period on June 10, 2023. The first 3 calls resulted in endless prompts from department to department...without ever getting a human on the phone. This 4th call ended with them hanging up on me. This is just one reason why people are "cutting the cord" in record numbers.
Their automated communication is infuriating.
I never thought I’d see the day where I would learn how to do this from somebody 3 times my age 😭😭 i followed you to the T and it worked. Thank God. I was trying for almost an hour
😂😂😂😂 right! The world is ending lol
We cut the cord last week! Couldn’t stand them anymore! They’ve actually gotten worse since you put out this video. I was told that if I didn’t agree to “text” with a rep first, I’d have to wait longer in line to speak with somebody. Freaking extortion! 🤣
I'm sorry to hear that. I'm one of the customer service representatives. I suggested to our higher department about our customers' concern to fix it as early as possible, but still the same issue about that IVR or automated system.
@@greyblack5982 comcast sucks
It is worse than that now. The automated system hangs up after 3 questions and if you do not need help with those questions it will tell you about the Xfinity assistant and hang up on you.
It's a ridiculous annoying system they should be flipping ashamed of this substandard customer service...that's such crap!!
😂
I work as Xfinity and... Don't worry, even us as employees hate it xD
When we Transfer, even us have trouble with that sh*tt* machine
I just spent 8 hours on the phone and was lied to and with different explanations every time. They didn’t want to identify with id# and some wouldn’t repeat their name when asked, put on hold for a supervisor who never answered
I work in a call center in the Philippines and I always feel sorry for my customers for not getting a good service for what they paid for. But what can we do, we are just employees that has to follow the rules of the company.
Same!! Transcom iloilo.. apakapangit na account.
Sorry you gotta be a punching bag for these frustrated customers 😭
I just went thru this today -- AFTER I drove 30 minutes to & from the nearest Comcast store, where they couldn't find a better rate for me (My bill suddenly shot up 20 bucks) I was totally yelling at the phone robot . . . . Took me 3 tries to speak to a live person (who DID give me a better rate, I must admit) Pete, you're much calmer than I . . .😁
I'm one of the customer service representatives. I suggested to our higher department about our customers' concern to fix it as early as possible, but still the same issue about that IVR or automated system. Felt bad for our customers' bad experiences.
Same here buds I am just one of the rep like you, they would listen to us bare minimum and they always run behind sales. I do not really remember when was the last time they asked “Oh how well did you handled the customer, was their problem resolved and were they happy with your resolution” Nah as I said what they ask is “Did you make any sales here” lol wtf I though I was a CSR how I ended up being a sales rep 😂🤣
@@ZeroFearCity swr it's always "did you make any sales" like wth
Pare pareho tayo ahh. Kaiit galit na cx dapat makasales ka.
I made 7 Xm sales yesterday 😂
@@troodon7884 congrats!
Sooo frustrating! This the same experience I had. I done with Xfinity. Time to move on.
OMG. This is what I just went through this for 3 days now with them. Worse company EVER.
I am one of the customer service representative, I will suggest you try saying this sentence " I want to disconnect my services" this will help you to get to the live agent very quickly
It’s worse when you get someone on the line.
Sans the present of Comcast and theboard of Directors letters.
To all of the customers of Xfinity, I am one of those customer representative who have been receiving customers that are experiencing the same thing, as much as we wanted to make it more easier to everyone to reach us, we couldn't. 😩
Xfinity fucking sucks, it’s like the world will explode if they let you speak to a actual human being, I’m dealing with it right now
I feel bad for all the customer that have to go through this all the time, my best advice just say "I want to discuss my bill", as an former agent I apologize for this situation, we work very hard and sometimes without a break 'cause the volume of calls
Simpley type 1-1-2 to connect to an agent 😊 hope you'll have better experience next time. I am also a Xfinity representative I hope this helps😊
Where? On the daily paid or text?
I feel your pain. Xfinity is beyond infuriating!
Bro Xfinity literally has the worst answering machine
Xfinity is owned by Comcast. Vanguard, Blackrock, State Street own the most stock shares in Comcast and everything else including this platform. Scary.
Hahaha after that customer services agents just get frustrated customers, and they have to deal with Bad customers
I agree. I can't blame the customers about the automated system issue. I already informed the higher management to fix it as early as possible but still the same.
How awful. Thank god I don’t have Xfinity. Sorry you had to go through that.
Who is your service provider?
@@janveerbatra1602 Verizon for phone service and Bolt Fiber Optic for TV and internet service.
HAHA I just did this. AMAZING! Word for word. the worst is when you hear the fake typing. I spent 25min and then gave up, tomorrow Ill head to the store
I used to work for xfinity and believe me they do not give a single F
I know how u feel. I can’t get no one on the phone. When I call to complain, they won’t answer. They made my bill up sky high. They sneakily did that.
I work at Xfinity customer service, and it's been many times that customers are already mad when getting over with me cause of that IVR, we have suggested many times to resolve it, but no one listens to us :(
I, agree. I suggested as well to our higher department about our customers' concern, but still the same issue about that IVR or automated system.
If customers are able to get though the IVR, just get the money out of them and disconnect
This has happened to me many times. Once you are connected to a rep, they are in the Philipines. They are quite polite but not helpful. And why are those jobs not in the United States???
Hi, I am from the PH and I was a former customer service respresentative. I am sorry if some of the agents gou talked to were not helpul. We follow strict guidelines and procedures mandated by the management and unfortunately, we have no choice but to follow and comply with it.
I also want to tell you, that not all Filipinos don’t know the process or weren’t helpful at all. I know a lot of customers who leave positive feedback and commendation to Filipino agents because they were smart, resourceful, and compassionate. Let’s just not generalize people based on where they’re from because even if most of the Americans I dealt with were rude and condescending, there were handful of them that were really patient, calm, and polite.
To answer your question, why these jobs are not from the US, that’s because of business purposes. These US companies outsource and hire people from India and Philippines for cost cutting. Salary is lower in these countries. I hope this answers your question.
@@davejannaragon8715 I have nothing against Filipinos. I have good Filipino friends. They give me the best ice cream I’ve ever had. But look, let’s not get woke here. If you call Xfinity Comcast 9 out 10 times, it will be a Filipino. Usually very nice. But don’t resolve issues. That’s my experience. I am Cuban. I criticize customer service in real life in South Florida because most Cubans, not all, are rude and not professional. It’s not about ethnicity or any of that. It’s about the fact that Xfinity comcast should have call centers here. Costs a little more? Well, they are not giving any of their services away. Charity begins at home.
customers want to pay nothing and get world class customer service. you get one or the other
@@nariahromero3711 We are paying top dollar. And, crappy customer service. I fail to see your point. Anybody who feels Comcast/Xfinity is low cost or economical, please raise your hand. The second part of my point was about jobs. Most Call Center jobs are gone in the United States. It should not be like that. We have a diverse, flexible workforce here to fill those jobs.
Ill give you some Tips how to be directed immediately to a Live representative!
When you dial there 1800Xfinty
when you ask what are you Calling about just say
Live representative
then Billing, Tech department Mobile Care etc
dont say Customer Service, You will be in circle! thanks me later
I can't get them either 😂
I'm trying to switch back to paper billing. It's NOT POSSIBLE. Customer service nonexistent.
Even the IRS isn't this bad
I hate to say it, but xfinity has created this situation
I worked before from a callcenter here at philippines handling xfinity/comcast account. and tbh the automated system really sucks. We tried escalating the issue a couple of times already but still they did nothing.
ps. If u recieve a survey after speaking to an agent. Even the service sucks but please rate the agent atleast 8/9 for them to retain there jobs. Thats the reason why i lose my job 🙂
As a call center agent in Xfinity. It's kinda though to be in this job and mind breaking
This man is me everyday
I hear you sir, it is the most aggravating and ridiculous customer service IVR of all. Waste of time and money, they charge so much. After I placed an appointment for a Technician to come fix the issue. Someone called to try to help fix the issue over the phone when I have already tried with a couple of reps before and couldn’t do it. I was not sure if it was a legit call from Comcast or not, number started with 855 vs 800 or 888.
So calls are delay, you may try chat support and you can ask them to arrange the callback for you, and you will be getting a call from their end, No need to worry, Peter.
This company is a damn nightmare to deal with.
They do it on purpose to cut cost...its greed. You pay all that money and they cut cost to customer service.
I feel your pain buddy
I juss call like a new customer trying to get service boyy do they pick up quick
I feel You , I dont like this bs either. special when you reach out to them about a problem concerning a bill , that was charged to you., by mistake.
Cancelling today and can't get my transfer/port pin for the Xfinity Mobile phone. SMDH. Never again with Xfinity.
Like Charter hang up on customers customer service is the worst in this country
I feel you pain
I am dealing with this right now
Can’t speak to a real person 😢😢😢😢
I figured out the way to speak to a real human being at Comcast. Go online and say you want to cancel your service. They will give you a schedule of when someone will call usually Within 10 minutes. When that person gets on the line with you tell them you want to cancel your service they will ask you why, and what's the problem. Once you explain it to them they assure you that they will take care of all your problems. If you can see my post below supposedly it is going to be taken care of. I have my fingers crossed. Also when you get the voice menu instead of saying you want to talk to a representative tell them you want to talk to the loyalty department Or the retention department..
I am getting a dsat because of the automated system! All of my customer had an issue with the automated system even I already resolved their issue.
i had the same issue when i tried to cancel At&T
This is why you should not buy the service because there's always something you see how they hung up on him they don't want to help him but they take it all his money that's probably a scam this is why I don't buy it at all that's what he's trying to say but they going to come on here and say we did not that he did the payments and we didn't do nothing
That happens all the time. Everybody knows that.
Yep just did the same thing to me 😢 they suck
Shame was once a great company
If it was, must have been many years ago!
I've just wasted 4 hours talking to 4 representatives (in the Philippines ), and none of them had the authority to change anything. They put you on hold and chat with a supervisor in the US who is handling multiple chats at the same time. Moving to another carrier soon.
I am a currently working in a BPO as a trainee in the Philippines, and i feel sorry to this kind of service, atleast i have an idea what makes the costumers irate.
You News to select the options that the ivr give you for example questions about my bill or more options
They sick of y’all calling 😂go outside and make some friends besides yelling at agents
I'm surprised I haven't been shut down because of how bad their customer service is
I had been trying to cancel mine for days when my mom heard and called for me. Idk of it mattered that she asked for a spanish speaking representative. But 14 minutes later, my service was canceled. So maybe aske a spanish peaking friend.
Introducing Xfinity rewards lol. He was about to chuck that phone.
Tell them you want to cancel your service, that will get you in contact with a live representative.
Support personnel (esp @ Xfinity) don't know JS. They just read off a list and hope you'll get frustrated and look elsewhere
Bro looks like he’s sick of all this shit lmao
I wouldn’t blame him. Xfinity/Comcast is hellish nightmare company to deal with lol
They are so worthless. I dread anytime i need a new phone or have to contact them. It literally takes days or weeks to resolve and issue. Im not even kidding. My daughter has been without a phone for 4 days and she is a manager. She needs her phone. They dont know how to reactivate her phone since the new one does not work or activate either. We feel so defeated and FRUSTRATED
Yo just say I want to cancel my account and proceed with customer service ,works!
What is going on
Disconnect xfinity. We have another wifi service. How can we return your equipment?
I got yelled at alot because of this stupid ass IVR system and i don't even know what it's like going through it
Simply say i want to disconnect or remove service and you will connected with an agent
trying for 3 months to get billing fixed, there ai is worthless and hit and miss on chat one agent lied 1 seemed to get things straight but billing still wrong. i yet to get anyone on phone
They want you to give up.
You have the fault because the IVR provided you the options, You had to choose the option “questions about my bill” but you said “customer service” that is not an option. Follow the steps man
This company is absolutely horrible!!!!!. I've had the exact same problems. Their automated system is trash. It's incomprehensible how they can get away with this. I'm getting rid of them snd using Roku.
THEY R PITIFUL. I FEEL SORRY FOR THEIR EM PLOYEES. I'M SURE THEY'RE TREATED JUST AS BAD. i'M DONE WITH THEM
know the experience to well
I prefer to call the comcrap
This litterally just happened to me moments ago. I was thinking about leaving att. All these companies have gotten outrageous! I blame the work from home culture. Folks hv just completely abandoned professionalism because there is nobody truly holding them accountable from their living rooms. PUT AMERICA BACK TO WORK IN OFFICES!
I had a problem with my internet connection and it frustrated me so much I am autistic man I kept trying to get ahold of an agent I kept trying and trying and I got stupid machines I was so upset that I had a meltdown and was almost carted off to a hospital they don't understand that there are people with developmental disorders senior citizens people have a hard time navigating these automated systems not everyone is a millennial it is very frustrating I think they need to have a mandatory person answering the phone at all times for people who cannot navigate very very frustrating
yea these things are brutal for old people. they just dont have the patience or soft skills to navigate these complex automated paths when calling customer service lines. they just want to speak to a real person now
They don't have measures in place for seniors or people with with issues
Worst customer service know to man or woman!!!
Its still the same. Nothing has changed. And thats why we left v
This makes my blood boil. Their automated phone system is the worst i've ever seen. And once you get ahold of someone it's *always* an Indonesian or Indian person you can barely understand and who is not equipped at all to help you. I canceled and went with a service that has slower speeds but I don't care.
I know that look and I know you're going through with a stupid AI COMPUTER
That is going to replace live customer service people
If you ever meet me let me know coz I work as a chat agent for xfinity😊😊😊
Wait how did he get the machine though to say dear or peer? The only reason I found this funny was for that cause it’s likely no reason they then decided to hang up cause they probably figured they’ve got to be playing with us by telling the automated system that name call him lol
They took all this man's money and left him high and dry see this is why I don't buy internet like this at all😢 this is a shame what y'all doing to people
Tell them to cancel service... 🤣
This is so annoying I do not like talking to a computer omg 😱 annoying
I hate COMCAST! Just answer your fckn phone!
I am in customer service of xfinity, but These things I also don't like it.
try saying disconnec my service coz the ivr is not programmed to do such, it will connect you with an agent
thank me later
Wow this guy has the cheapest Comcast plan ever!
i know this is off-topic but have you ever seen the movie "Up" lol once you see it and you look at this video and you see them side by side I think you'll know what I'm talking about 😂😂 that movie ... the guy in that movie is probably grumpy cause he has xfinity service too.
I was thinking the same 🤣
براحه يا جدو اومال احنا بنرد علي مين
Sir you just have to say that you want to speak to a customer service representative on call or on chat .....and if you are not able to get a voice agent you can also ask the chat agent to arrange a call for you and he will get a call within one minute
And as you are educated and can login to Xfinity application or on website ...you can see that there are several option to talk or chat with an agent 😅
I usually call corporate if I need something done
What’s that number???
Please share number
Will be contacting FCC and Jutice about their business practices. And the fact they are sharing our information with outside contractors
I'ma need more context on this, why was he needing to talk to a CS rep for billing if he paid on the 8th and this video was uploaded on the 10th of June?
Why didn't he go to their web page to the Billings section or frequently asked questions regarding billing to see if his question(s) could be answered there and also why wouldn't he just go to their chat option online? So many questions that this video doesn't answer. 😅
You're part of the problem 😅
@@OGRH yeah okay. Me as a former CS rep can say this questions that I'm asking can be answered the majority of the time by going there if you don't wanna waste "hours" on the phone. Some people just don't wanna bother and want everything done for them, then get mad if we take long 🤣 The thing is a lot of agents take that long on purpose so they don't have to take a lot of calls. Also take in consideration that chat agents will ask & give you the same information as a phone agent, we all have and use the same tools and can do the same things, unless you're TS or billing specifically. This right here is just asking to get transferred over and over 🤣 ijs
Hmm, guess you haven't needed to get assistant lately where you got caught up within their ridiculous system loop issue. This is happening to even to the most tech savvy people too. They should flipping pay attn to the people supporting their company. They have plenty of peoples hard earned money to hire people to solve know downfalls with their customer service system. If they want to cut corners and save money to eliminate human assistance, they need to invest in people to balance it out and get their automated system optimized!
@@la196 🤣 I actually have needed assistance lately, as a matter of fact. With my internet. I already know all the bs they're gonna have me do, and even though I do it before even reaching out and I TELL them I already did it, they make me do it all over again. I just act like I do it cuz what's the fkn point if I already did it and got no results. Turns out some idiot cut the damn internet cable from outside the house and that's why it wasn't working 🤣 Also, Idk if I mention this but I used to work tech support for AT&T and customer service for Xfinity(Comcast), trust me they both know about their shxtty system but they don't care to fix it and just have us, the agents, to deal with the mad customers. I've made peace with that and just try and solve the problems myself as best as possible with the knowledge I have and/or look for how to solve it on Google/UA-cam, you'd be surprised how much more help you can get without having to deal with a company's customer service or tech support.
@@LupitaSin21 So, I have had an issue for over two months with a line problem in my neighborhood. I know it's not at my home. Tap to modem is all good. I used to work as a tech for Comcast. I also know it's a neighborhood issue because my neighbors who have not gone to dish report it to me. Each time the service goes out (outage not home issue), I have to start over in the entire process. If I use the automated systems, they fail every time with a message, "sorry something is not working, try again later" The ONLY way to get anything reported is via a live agent. The trouble with that is that they tend to blow smoke up your ass telling you that they will make sure the issue is resolved. Never happens. It has taken me two months of hour long calls every day to get anything escalated. The only thing that happened is that they setup a tech to come to my house just so he can find nothing and submit it to the lazy ass line techs that will not fix the issue. On the job, I have seen line techs open an amp cover that was filled with water and debris and take out a filthy rag and whip it out then put the cover back on that has a failed weather seal. Never went back to replace or seal it again. My experience don't jive with your BS.
lol i thought American internet services are best but now i know they all suck
I only watch TV and movies free online, but my game console needs Internet to do some other things.
This company is a disgrace, and so is the federal government for protecting their monopoly.
I'm sorry to hear that. I'm one of the customer service representatives. I suggested to our higher department about our customers' concern to fix it as early as possible, but still the same issue about that IVR or automated system.
@@greyblack5982 Of course there is not only the automated system that prevents you from reaching a representative, but the representatives do not allow you to reach a supervisor. No service, no money from me whatsoever.
This is horrible
Xfinity is such trash
You have to lie. You have to say new seevice to talk to a rep. What does that say about this shi$$y company.
Check your bill they are not above throwing mystery charges on your bill as well.
I am an agent and if you see this error and unable to connect on phone with agent, then ask chat agent for a call back link