Xfinity Discovery Hub

Xfinity Customer Care Update from Tom Karinshak

tom karinshak


Giving our customers a great experience is our top priority. As Executive Vice President and Chief Customer Experience Officer, I want to make sure you’re not just happy about the service we’re providing – I want you to love it.

Your feedback drives us to keep innovating, building great products, and introducing new services to make your life easier. We appreciate all of your suggestions, and I’m very excited to share what we’ve been up to over the past few months.

Accessible Troubleshooting

Customer Service in American Sign Language

We recently partnered with Connect Direct, a subsidiary of Communication Service for the Deaf, to launch ASL Now -- customer service support via American Sign Language for Internet Essentials, Xfinity Internet, and general Xfinity billing questions.

Internet Essentials and Xfinity customers can now connect with customer service agents in their native language, American Sign Language – the fourth most-used language in the United States. This is a first for the cable industry and it helps to further address the digital divide for Americans with disabilities by ensuring that members of the hearing impaired community can get connected to the Internet at home without barriers.

What’s Improved

Advanced Cybersecurity Free for xFi Customers

Cybersecurity is a top priority for Xfinity customers and the majority of U.S. consumers. Xfinity xFi Advanced Security will now be included free for all xFi customers using an Xfinity xFi Gateway. The feature automatically detects and blocks online threats to your devices connected in the home, and requires no software download or additional set-up other than logging into xFi via the mobile app or online. xFi Advanced Security makes it simple and easy for you to protect wired and WiFi connected devices in your home; including smart TVs or thermostats, or devices without keyboards or screens, like security cameras or smart speakers. Xfinity is the only provider to offer this service at no additional cost – a $72 annual value.

What’s New

Xfinity Privacy Center

Protecting our customers online is one of the most important things we do. We recently launched the Xfinity Privacy Center to share our commitment to working to keep your personal information safe, secure, and private. The website also details how our products are designed to protect you and put you in charge, to manage and control your personal information, and includes our updated privacy policy.

We believe everyone who uses Xfinity products and services deserves a safe experience. Whether you're browsing the Internet, watching TV, chatting with friends, or managing your home, we're always working hard to protect your privacy and keep your information secure.

Tweet us @comcastcares

We’re always available 24/7

An easy way to get help fast is to tweet us @comcastcares. Our social media care team is available 365 days a year, 24/7, in both English and Spanish, to help with all of your Xfinity and Comcast Business products and services. You can also use My Account for specific updates about your account.

I hope you truly enjoy all the improvements we’re making, and I encourage you to contact me and tell me what you like, what you love, and ways we can improve. Thanks for inviting us into your home.

Tom Karinshak

Executive Vice President and Chief Customer Experience Officer

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The Xfinity Customer Commitment

We're on a mission to respect our customers' time, simplify their experience, and make it right if we fall short. Because we should fit into their lives. Not the other way around.

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