Posted on 01/18/2025 11:05:47 AM PST by fireman15
Linda Naples, FL Verified purchase Customer Service Reviewed Jan. 13, 2025
I have been a comcast/Xfinity customer for 35 years. The customer service was not good before, but now it is outrageous. I have spent hours the last two days trying to get answers. 3 Hours yesterday. I was told it was fixed. Today I get a warning my service is going to be canceled for the same reason. Late payment. Today another 2 hours with me yelling at AI. Then another 30 minutes on the chat. Nothing. AI says the same thing over and over again with no selection for want I need. Then they say, if I don't give them an answer to the question, and because it is irrelevant, nothing I say is understood. Since they have moved to full AI, recently the customer service is pathetic. I work full time in emails and the internet. Now I am petrified to experience anything that means I have to call them and talk to the AI robot. That is infuriating. Talk about anxiety. They save money with AI and their customers pay dearly with time and stress.
There are so many more entertaining reviews... please follow the link:
https://www.consumeraffairs.com/internet/xfinity-internet.html?page=1#sort=recent
(Excerpt) Read more at consumeraffairs.com ...
I’ve had nothing but good experiences with Xfinity. Service is wonderful, nicest possible men show up at my door when things break down and fix it right away.
I pay by phone. My daughter talked to them about her dear old mom and negotiated an extraordinarily good deal. Went into effect the first of this year, and I just signed up for automatic payments.
In my rural area Spectrum is pretty much it, though I admit I haven’t checked what ISP’s are currently available. I recently was offered 2 year $19.99 per month + cellphone free for 1 year. Did not take the cellphone deal but signed on for the internet. Worried about going from 300mb to 100mb, but so far few issues(occasional lagging youtube, that could be weather/adblocker related), considering I have quite a few devices up 24/7. Also sent me a new modem and router at no charge...which actually has improved stability on certain wifi devices which occasionally would lose connection before(spectrum modem/third party router) requiring reset. No issues in that regard since updating equipment.
I have Comcast/Xfinity on Central Indiana for 3 years. Very reliable Service - Internet Essentials 75mbs for $24.95/mo. 1.2 TBD.
I went to TMobile 5G and have been quite impressed with them.
We live in an outlying area. When we lose power, we just start up our generator and life goes on. Unfortunately, we live in an area which is just a few miles from a mountain pass. When we have a low-pressure area on this side of the mountains and higher pressure on the other side. The wind funnels through the place where our house is located. A lot of times we have left home and been shopping just a few miles away and were grateful that the windstorm had subsided, but when we get home the wind is still howling and the trees are either falling down or losing lots of branches.
Many times, when the power goes out, we still have the internet, but sometimes our internet is out too. When this happens, we try to use our T-Mobile 5G cell phones to get online. Unfortunately, we live between two cell towers and neither of them have very good signal strength at our house even when the situation is normal. And often the cell towers go down as well. So, unless we found a very effective cell signal amplifier... T-Mobile is not actually a good solution for us.
And that is one of the issues. People's circumstances can cause different solutions to be better for one person than another. We are very grateful that we have inexpensive broad band available to us for a reasonable price. It is unfortunate that Comcast has such horrible customer service. I have dealt with many companies over the years. When we still had land lines instead of VOIP I thought that the no organization could ever be worse than the phone company
We do have YouTube Premium which for $13.99 a month eliminates most commercials from YouTube content. It also provides YOuTube Music which has hundreds of thousands of songs and music available. We use Sling Blue with the Total TV Deal and Freestream for our cable tv like services. It comes to $66.99 a month. This package has an incredible number of channels. It allows three TVs or devices to stream at the same time, so we share it with our parents. It also has a DVR service included with hundreds of hours of capacity. We also have several premium families of channels through Amazon, Walmart, and direct deals from the providers. We have so many extra channels and services that I try to review them every couple of months. Usually when you try to cancel one of the services they offer discounts or free months.
We have two small Windows computers in our home network which we are running Plex Media Server on. I also have been using a program called Audials One alongside for many years. It allows me to record all of our HD video streams with very little degredation. They are then saved in directories accessed by Plex that are then available to all of the streaming devices in our home and even over the internet to our parent's house...
We do spend quite a bit on streaming services each month, and we have spent quite a bit on software, computer and streaming hardware. But I do not think that we spend as much as we would if we were trying to get the same type of content through cable TV or purchasing more disks. It really makes it more worthwhile that we are able to share many of these services and content with our family.
The service is a very good value for the most part, and I think that the local employees and offices mostly are filled with trustworthy people trying to do a good job. My gripes are with customer service provided through the phone app, the computer or on a voice line... this seems to be mostly located overseas and is almost completely unusable.
AI customer service is an oxymoron.
My experience with AI is it never has correct answers for my issues.
My experience with AI is it never has correct answers for my issues.
I could not agree more. AI systems used by companies and people around the world are already using a massive amount of electricity and much of it is just a complete waste of resources. Customer service is likely the most glaring example of a complete misuse of this technology. In the case of Comcast its primary purpose seems to be to keep customers from actually getting any real customer service at all. It is actually worse than companies who outsource their customer service to foreign call centers
Preventing actual assistance to customers who need it, especially when it comes to helping customers lower recently increased monthly bills seems to be one of the primary purposes of AI for many companies. Is this a good use of resources for these companies? In the short term this annoying use of AI likely does help companies extract more money from customers. Long term this tactic likely causes customers to migrate to competitors who are not doing this type of thing as much.
Comcast already came to the table with a bad customer service reputation. Most informed people who had the choice between Comcast and another company which provided approximately the same services for approximately the same price would probably not choose Comcast. So, this kind of BS doesn't hurt them as much as some of their competitors and they know it.
Unfortunately, a lot of us don't have many or any real alternatives.
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