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Xfinity is a major telecommunications company in the United States and is owned by Comcast. Since Xfinity is the largest provider of home Internet and cable services in the United States, it is not surprising that the company gets a lot of requests for phone-based customer service.

Why Do People Call Xfinity?

People call Xfinity for many reasons including:

• Requesting new service, changing service, or canceling service
• Adding additional services or upgrading to another plan
• Requesting technical support
• Scheduling repair calls
• Problems with bills and payments

There are several ways that you can get in touch with an Xfinity representative by phone:

• Visit Xfinity's website and request a chat conversation with a customer service representative.
• Call Xfinity's toll-free number.
• Visit Xfinity's website and request a call-back from a representative. This will allow you to avoid waiting on hold.
• Dial 611 from an Xfinity mobile or landline phone. (Please note that this only works if you have Xfinity mobile or landline service.)

Xfinity has an automatic phone system that will direct your call to someone who can help you. If you are a customer of Xfinity, you will have to enter the last four digits of your Social Security number. If you aren't a customer, hit "0" repeatedly and you will eventually be connected to a live person.

How Do Consumers Feel About Xfinity Phone Customer Service?

Sadly, Xfinity has a reputation for poor customer service. Common complaints include waiting a long time to speak to a human, agents who are unhelpful and poorly trained, as well as the fact that Xfinity can make it very difficult to cancel or downgrade services.

One common complaint is that customer service representatives offer inconsistent service and may, in some cases, make promises to customers that are not upheld. One thing that you can do to combat this is keeping a record of calls that you make, as well as screenshots of chats. You should also hang on to your bills and contracts.

Noteworthy Customer Service Cases

The most famous Comcast/Xfinity customer service case involved a journalist and his wife who attempted to cancel their plan with Xfinity. They were transferred to a retention specialist who refused to listen to them and kept arguing with the couple, despite their pleas to end the call and cancel their service.

The journalist recorded the call and published it online. Unfortunately for Xfinity, the story went viral and the company suffered severe public relations fallout. As a result, Xfinity pledged to do better in the future.

What Can Be Accomplished with Xfinity Phone-Based Customer Service?

Most issues that you might experience with your service can be resolved over the phone, including:

• Billing issues
• Service starts, stops and changes
• Installations and repairs
• Resetting connections and testing speeds

Xfinity customer service can't deal with every problem via phone, however. Issues such as malfunctioning or outdated equipment will need either a technician appointment or for the customer to visit an Xfinity office to switch out old routers and other hardware.

What if Calling Xfinity Telephone Customer Service Doesn't Work?

While calling Xfinity customer service usually results in the consumer getting the result he or she wants, there are situations that aren't easily resolved by phone, at least not during the first call.

In cases where Xfinity phone-based customer service, isn't being helpful, consider one of the following strategies:

• Try live chat. Communication can sometimes be more clear in chat. It also provides you with a record that you can use if you have to escalate your case.
• Try reaching out over social media. Xfinity is active on Reddit, Twitter and Facebook.
• Xfinity does have customer support pages on its website. These pages are monitored, so you may be able to get appropriate advice there.
• Contact an Xfinity retail store. An in-person meeting might resolve your issue.
• Call back later. The next representative you speak to may be able to understand and resolve your issue.