Xfinity is a curse from hell. Over the years I’ve had to help my elderly aunt with various problems with their account. A couple different things that worked:
went into an Xfinity store. This helped for simpler account things. People there were generally cool, it was just a job and I think they knew the whole company was a mess, they’d give me tips on how to get to the right place and solve the problem.
convinced the AI bot that it was a problem that it couldn’t solve. Then I got a human in the chat, who could actually help.
went to the web-based “help bulletin board” (I found this through the account’s panel) and posted the problem there. There were several unhelpful “community expert” responses but eventually someone who worked there guided me to a web-based chat with their first-line tech support, i.e. so I could give account information. It took them half an hour to reply to anything I said. I explained things VERY CAREFULLY repeating everything we’d established so far (I imagined I was talking to an evil genie) and they eventually gave me a phone number to call, and that person could indeed help me.
Xfinity is a curse from hell. Over the years I’ve had to help my elderly aunt with various problems with their account. A couple different things that worked:
went into an Xfinity store. This helped for simpler account things. People there were generally cool, it was just a job and I think they knew the whole company was a mess, they’d give me tips on how to get to the right place and solve the problem.
convinced the AI bot that it was a problem that it couldn’t solve. Then I got a human in the chat, who could actually help.
went to the web-based “help bulletin board” (I found this through the account’s panel) and posted the problem there. There were several unhelpful “community expert” responses but eventually someone who worked there guided me to a web-based chat with their first-line tech support, i.e. so I could give account information. It took them half an hour to reply to anything I said. I explained things VERY CAREFULLY repeating everything we’d established so far (I imagined I was talking to an evil genie) and they eventually gave me a phone number to call, and that person could indeed help me.