Hello, @user_phk0ly thank you for reaching out on our forum for assistance. I have moved you onto your own post as the thread you commented on was 3 months old. Please explain the reason you need to set up an appointment, so we can be of further assistance. If needed, we may invite you to send us a Direct Message. The goal of our community is to provide answers for all so staying as public as possible, when situationally appropriate, may help users other than yourself.

Need help and cannot get a human on the phone.

After multiple attempts to call the 1-800 number, this is the exchange with the Xfinity Assistant Chat...

Xfinity Assistant is a virtual assistant, and some responses may be AI generated. To help improve and personalize your experience, your chat may be monitored and recorded. By starting this chat, you agree to the recording and collection of your information. See our Privacy Policy for more details.

Today

Good afternoon, John.

I'm Xfinity Assistant, here 24 hours a day to answer your questions.

To get started, here are some options. Or, you can describe what you need help with.

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speak to representative

OK. Let's get you to the right place. I can help with most issues and get you to an agent if you need more assistance.

What are you looking for help with?

Billing & paymentsInternet troubleshootingTV & streaming troubleshootingWiFi password and devicesManage my planXfinity VoiceActivation

representative

OK. Let's get you to the right place. I can help with most issues and get you to an agent if you need more assistance.

What are you looking for help with?

Billing & paymentsInternet troubleshootingTV & streaming troubleshootingWiFi password and devicesManage my planXfinity VoiceActivation

TV & streaming troubleshooting

Before I can get you to an agent, you'll need to try troubleshooting first. These are the same steps our agents would use and will make your chat with them quicker. 

If you're not ready to troubleshoot, there are other options that could help. What would you like help with?

TV troubleshootingXfinity FlexRemotesChannel lineupHelp with something else

TV troubleshooting

What issues are you having with your TV?

Sound, picture, or channelRemote or TV equipmentDVR recordings or On DemandHelp with something else

Sound, picture, or channel

Which of these best describes your issue?

I'm having sound issuesI'm having picture issuesI'm missing channelsI'm having 4K resolution issuesI'm getting an error codeI'll try later

I'm having picture issues

To get you to the right place, which of these describes what you're seeing on your TV screen?

No picture: TV screen is all one color like black, blue, or green. Or if TV is showing an error message or stuck on the welcome screen.

Poor picture quality: TV screen is grainy, unclear, frozen or has black bars. Or the picture is cutting in and out.

No picturePoor picture qualityIt's none of these

Poor picture quality

How many TV boxes are experiencing this issue?

Single TV Box/Only 1 TV BoxMultiple TV BoxesAll TV Boxes

Single TV Box/Only 1 TV Box

To start troubleshooting, choose the TV box that's having the issue. Note: The serial number is on the bottom or the back of the TV box.

[Edited: "Personal Information"]-DVR 1[Edited: "Personal Information"]-Porch[Edited: "Personal Information"]-Guest Room [Edited: "Personal Information"]-Family Room[Edited: "Personal Information"]-Den[Edited: "Personal Information"]-BasementNot Listed

Select

[Edited: "Personal Information"]-Family Room

Which of these best fits the issue you're having?

Pixelation/large tilingPicture cutting in and outGrainy imageAll snowPicture zoomedImage freezing on live TVBlack bars

Pixelation/large tiling

I can see your device is performing well on the Xfinity network, so let's dig a little deeper to determine if there are other issues.

Where are you experiencing reception issues?

Live TVDVRXOD

Live TV

Please review various HD and non-HD channels. Select the option that best describes the channel(s) affected.

Single ChannelMultiple ChannelsAll Channels

All Channels

Step 1: Tighten cables on both endsImproperly connected/loose cables or faulty splitters are a common cause of this issue. Make sure the coaxial cable is tightened and secured at both the wall and the "Cable In" port on the TV Box

My cables are tightened

My cables are tightened

Did this resolve your issue?

YesNo

No

What connection type are you using to connect your TV box to your TV?

HDMIComponent (Y;Pb;Pr)Composite (RGB)Coax

HDMI

Please unplug the HDMI cable and plug it back in. Ensure you’re tuned to the appropriate HDMI input. Did this fix the issue?

YesNo

No

Are you using any third-party equipment (ex: VCR, DVD player, RF Modulator) between the wall plate and the television?

YesNo

No

I will refresh the TV box now to help resolve this issue. During this time, you may lose picture or see some error messages. Not to worry, this is expected.

I’m updating the TV box now and will take about one minute to finish.

I'm still checking on the signal's process. This will take about one more minute.

I see the update has finished. Is the issue resolved?

YesNo

No

Do you have an alternate HDMI cable for troubleshooting purposes?

YesNo

Yes

Did the issue resolve after connecting a new HDMI cable?

YesNo

No

We’ve completed all troubleshooting steps, and a Professional Installation is now needed to fix the issue. There will be a charge for this visit. Would you like to schedule an appointment now?

Yes, schedule an appointmentNo, not right now

Yes, schedule an appointment

I have to gather a bit of additional data in order to schedule your appointment. Would you like to continue scheduling?

Continue

Continue

I have to gather a bit of additional data in order to schedule your appointment. Would you like to continue scheduling?

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Continue

I have to gather a bit of additional data in order to schedule your appointment. Would you like to continue scheduling?

Continue

Continue

I have to gather a bit of additional data in order to schedule your appointment. Would you like to continue scheduling?

Continue

Continue

I have to gather a bit of additional data in order to schedule your appointment. Would you like to continue scheduling?

Continue

Continue

I have to gather a bit of additional data in order to schedule your appointment. Would you like to continue scheduling?

Continue

Continue

I have to gather a bit of additional data in order to schedule your appointment. Would you like to continue scheduling?

Continue

Continue

I have to gather a bit of additional data in order to schedule your appointment. Would you like to continue scheduling?

Continue

Continue

I have to gather a bit of additional data in order to schedule your appointment. Would you like to continue scheduling?

Continue

Continue

I have to gather a bit of additional data in order to schedule your appointment. Would you like to continue scheduling?

Continue

Continue

I have to gather a bit of additional data in order to schedule your appointment. Would you like to continue scheduling?

Continue

Continue

I have to gather a bit of additional data in order to schedule your appointment. Would you like to continue scheduling?

Continue

Continue

I have to gather a bit of additional data in order to schedule your appointment. Would you like to continue scheduling?

Continue

Continue

I have to gather a bit of additional data in order to schedule your appointment. Would you like to continue scheduling?

Continue

Continue

I have to gather a bit of additional data in order to schedule your appointment. W