Our internet bill went up $20/mo, so I called Xfinity to see if I can get a promotion put on our account to reduce the bill. And holy crap, trying to talk with a real person from Xfinity is literally like pulling teeth.

I called their 1800 number and it pushes hard to have you text with their AI agent. However, “don’t worry… at any time you can talk to a live representative.” Sureeee. Over and over I said “speak to a representative” and all it would do is ask if it could text me. I persistently said “no”, and it eventually hang up on me. So I had to call back to caved in and text with their AI agent.

2/8

I was able to chat with the AI agent and finally get through to a live agent, but over chat. After spending over 30 minutes going back and forth with them they eventually said they could reduce our bill by $20/mo. They even gave me a confirmation number, which was great! The changes will go into effect in 24 hours and all will be well. They asked if I could give them a 5 star customer service rating and of course I did.

2/16

Well, I’m back trying to talk with Xfinity again because lo and behold the new internet bill came in AND NOTHING CHANGED WITH IT! I’m of course pissed, as I knew I had to go through all of that again. But at least I have the confirmation number, so it should be easy for them to pull up what the previous agent did.

20 minutes of talking back and forth with yet another person and all they kept saying were things along the lines of “Please be patient while I check your account.” It felt off as it seemed they only ever got back to me if I typed a follow up question. I’m almost certain even this isn’t a real person. Eventually, they said that the confirmation number I was given the other day “is completed and the billing is done”. I have no idea what this meant so asked for clarification. They responded with, “sure, let me explain!”… Then they followed up in 30 seconds with “Are you still there?” which I responded “Yes” and then I was immediately given a prompt that the chat has ended. WHAT THE ACTUAL FUCK?!

I’m fuming now so get on the 1800 number and just blurt out “cancel my service” and boom, I get a real person on the phone who near instantly reduces our bill… seriously? Why was that so hard?!

Long story short, do this in 2 years (or just switch to Metronet Fiber):

• Call the 1800 number
• When the bot asks what you’re calling for say “cancel my service”
• I was instantly connected with a real person
• Within 2 minutes I had a new contract in my email that was our same internet service but $25/mo cheaper (it does lock us in for another 2 years, but they are the only internet providers available anyways)

Oh, also… I asked the customer service rep if they could confirm the reference number I was given and they said that it is an invalid number and no one has tried accesing our account… so yeah. Hopefully I remember in 2 years to read this again. If not:

Rylee’s contribution

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