Visitor
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2 Messages
Can't get an xfinity agent on web or phone to schedule an appointment
Since xfinity completed some recent maintenance checks, we've had our internet drop multiple times a day. It's not an issue with our equipment. I've tried every diagnostic on their site in the hopes of getting routed to an agent who can help schedule an appointment, but to no avail. The workflow keeps landing on "it's your equipment issue", which it clearly is not.
I know they are trying to save money, but come on the user has tried everything. Is there no way to get an appointment?
XfinityMarcus
Official Employee
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1.5K Messages
3 days ago
sharmistha thank you for using the Xfinity Community Forums page to reach out today. I understand you are trying to get an appointment scheduled after experiencing service concerns. Can you confirm for me what troubleshooting steps you have already attempted using the Xfinity Support site?
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sharmistha
Visitor
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2 Messages
2 days ago
I've taken all the steps outlined - running the modem checks/troubleshooting, reboot devices/modems/routers, unplug and check wires and cables, etc. Quite frankly, they were simple steps that we had already run prior to reading the support site.
The irony is that I've had the internet drop in between trying to talk to the chat agent or accessing your response as well. Would you please send someone for a checkup?
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emmiq2011
Visitor
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2 Messages
2 days ago
I am experiencing the same issue. I just filed a complaint with FCC so they can establish a pattern of behavior by Xfinity not scheduling appointment for customers.
Another solution I’m considering is to cancel Internet service, get unlimited phone data so I can use my phone as hotspot for my house.
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user_5euf2s
Visitor
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2 Messages
20 hours ago
I'm experiencing the exact same issue as Sharmistha, and I've already followed all the recommended troubleshooting steps. It's incredibly frustrating trying to schedule an appointment through the app, only to have the assistant respond with, "I don't see any problems with the signal to your home." Sure, the signal looks fine while I'm using the app—but that’s not the issue.
The real problem is that my connection drops multiple times a day, and not sporadically either. Sometimes the outages happen just minutes apart. This is unacceptable when you work from home and depend on a reliable, high-speed connection. It becomes especially disruptive during conference calls when I’m told I’m freezing, my video is cutting in and out, and my audio is choppy.
All of this while I'm supposedly paying for Xfinity Gigabit and premium high-speed internet? What a joke!
(edited)
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