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user_6d5d6a
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Wednesday, September 2nd, 2026 7:43 PM

Chat doesn't work, phone representative doesn't understand english

Have been on the phone for 20 minutes, had to repeat my account number 5 times, very slowly as the representative either did not understand english or was typing in the incorrect information.  So, I attempted to use the chat button on the website, only to not have anyone connect to chat.  The question I have is so simple, I signed up for paperless billing probably two years ago, but keep getting paper statements, with of course a charge of $3.95 each month to generate the paper bill.  The online system shows I am enrolled, the automated system says I am enrolled, yet this agent has no idea and keeps putting me on hold to research.  She came back, not with an answer but with the total amount of my last bills thinking I was asking about why my bills were so high.  This is an absolute joke!!!

Is there anyone at Comcast that can actually engage and have a conversation to answer my question?

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9 hours ago

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Comcast_Seth

Official Employee

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18 Messages

9 hours ago

Hey there user_6d5d6a! I'm glad you came to our community with your concern as I can understand the frustration given the paper bills you're still receiving. We never want you to be charged for something you shouldn't be, so wee'd be happy to review your account to see what can be done about the paperless billing issue. To get started, please send us a direct chat message with your full name, the name listed on the account (if different), and the full service address associated with your account to “Comcast Business”.

 

How to Send Us a Direct Message:

  1. Click "Sign In" if necessary.
  2. Click the "Direct Messaging" icon at the top right if this page.
  3. Click the "New message" (pencil and paper) icon.
  4. In the "To:" line, type "Comcast Business".
  5. As you type, a drop-down list will appear. Select "Comcast Business" from that list.
  6. An "Comcast Business" graphic will replace the "To:" line.
  7. Type your message in the text area near the bottom of the window.
  8. Press Enter to send it.

[Edited to correct DM instructions]

You can see how to send us a direct message here,

How to: Direct messaging within the forum | Xfinity Community Forum

 

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