Customer Care Improvements


You – our customers – are what matters to us, and we’re working around the clock to serve you better. You deserve the best from us and our products, and we want you to know that we hear you. We’re making changes across the board, so when you reach out to us online, through customer forums, or in person – we’re here for you. Our job is to make sure you’re happy with your XFINITY service, and we’re using technology and innovation to do just that. Here are a few examples of some changes we’ve made:

  • Tripled the size of our Social Care team to support you whenever and wherever you need it
  • Partnered with UPS to offer convenient and free equipment returns and developed more Self Service features

One of these self-service features is our My Account app. We’re thrilled to share that our customers with X1 are loving the new My Account app on their TV. With a simple click of their remote, they’re able to easily manage their account, like viewing and pay their bill. All customers can access the mobile My Account app, though, which allows you to:

  • View and/or cancel upcoming service appointments
  • Check the connection status of the equipment in your home
  • Check for service outages in your area
  • Troubleshoot issues with helpful videos, articles and how to’s

We know that our customers often want to speak with us – a real person. So, we’re continuing to invest in our frontline agents more than ever, empowering them with better tools and processes, so they are equipped to help you the first time you call us. We’re reimagining the way we interact with our customers, not just fixing the experience that exists today. Our promise is to bring you the best experience every time, every interaction. Many of you have shared your thoughts with us so please keep the feedback coming. Feel free to Tweet us if you like at #@comcastcares.

Here are some of the ways we’re putting your feedback into action:

We will continue to use your responses to help us be better for you.

Again, thanks for inviting us into your home.

Tom Karinshak
Senior Vice President of Customer Experience

Send Tom Feedback