Just got done with a chat session that was 2 hours and then a phone session following that was about 30 minutes.
i’m convinced that Xfinity associates are trained to delay and slow down any customer service interactions and pepper them with attempts to upsell especially the mobile line. What should’ve taken 30 minutes took about two hours of talking to multiple different people on chat, and then once I connected to someone on the phone to verbally confirm removing a landline on my Wi-Fi, that person also attempted to upsell me the mobile line promo. Just a really sorts customer service experience, especially in this day and age where you’d think they have it down pretty smooth by now. granted the second or third person on the chat was actually really helpful after the notice that I had myself to two different people and that the chat had been going on for so long and having to reconnect, etc. But the person on the phone had no idea what the follow up was and I had to again explain everything to her and bunch of upsell attempts.