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user_dvhwki
1st Topic

Visitor

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2 Messages

Thursday, July 30th, 2026 8:56 AM

Unable to deliver messages to Xfinity assistant

I've tried every way to communicate with the assistant nothing works it always says not delivered tap to retry I spent two hours trying to send a hello message and I can't talk to it to get a refund for the two now wifi passes I purchased which I can't access because I never received the email for it and I have talked with over 20+ agents trying to get that and my prepaid wifi fixed no ones been able to do anything 

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1 hour ago

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XfinityKei

Official Employee

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2.6K Messages

3 hours ago

@user_dvhwki I’m sorry to hear of the issues you're having with your Now Wi-Fi pass. My apologies as our team is limited when it comes to Now WIFI accounts so inquiries, troubleshooting and credits requests can only be done through a dediated specialty chat queue for support at https://www.xfinity.com/xfinityassistant/

Rest assured our team wants to ensue this gets resolved for you.

Are you able to log into your NOW Wi-Fi portal?

There's a log in at the top right-hand corner https://www.xfinity.com/support/articles/now-wifi-pass

Do you run into any issues when you're logging in?

Have you checked your spam and junk folders for those emails?

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user_dvhwki

Visitor

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2 Messages

I have checked my spam folder and every other folder and nothing it said the payment was declined when purchasing the pass and charged me anyway don't know how that happened and every time I type in to connect my device with the email and phone number I put in originally it just says the pass isn't found and I can't use the assistant because Everytime I sign in I'm unable to message it the messages won't send but In order to speak with an agent I have to type agent and be signed in so I'm stuck in a loop 

(edited)

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2 hours ago

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XfinityKei

Official Employee

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2.6K Messages

@user_dvhwki This is never the experience we want for our any of customers. Can you please direct message me your first and last name along with your full service address so I can assist you further?
To do so, click on the chat icon located at the top right of this forum's page.
Here are the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "Start new conversation" (pencil and paper) icon
• Type "Xfinity Support" in the "to" line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please mark as Best Answer.tick

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1 hour ago

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