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Can't reach a human for a very simple thing.
I wish to use Xfinity is as my IP. Luckily, I already have internet service from another provider. I can connect my modem to the cable and connect to the Xifinity network just fine. I then see the "activate your internet in minutes." screen on a browser. The problem is the activation won't complete. It reads "Sorry, That Didn't Go As Planned".
Now, for the life of me, I can't find a way to speak to a human. If I call the phone number it's just an automated system. The virtual assistant is an AI, including the "Live Agents". You'd think "Live Agents" meant other human beings but the responses are in nonsensical English and they don't reference or read the things you write correctly. It would be funny of if it wasn't so bad. This is bad enough to think about just canceling the service, but I thougt I would post her to see if there is a number to call for actual human service.
I just want to turn the service on; it takes 5 minutes. Why is this so hard?
EG
Expert
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110K Messages
8 months ago
Try calling 1-855-652-3446. That is their self-install device activation line.
If that doesn't work for you, try calling 1-800-comcast and tell a rep that you would like to have a new modem provisioned for service. Have the RF / CM / HFC MAC address and the serial number of it handy when you call.
There is also the option of using their Xfinity App for activating modems;
https://www.xfinity.com/support/articles/activate-xfi-gateway-app
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XfinityEva
Official Employee
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1.6K Messages
8 months ago
@user_CK Thank you for taking the time to reach out and for your interest in our service. We can certainly take a look at the address and see if there is anything that would be impeding you from starting your account.
We do recommend checking out our approved devices list if you are using your modem, to make sure it is compatible.
Next we will check the address and make sure our lines our connected, if not, that may also be a reason why your request is not being processed successfully. May I please have you send us a direct message with your full name and service address?
To send a direct message:
• Make sure you are signed in here in the Xfinity Forum. Click "Sign In" if necessary
• Click the "Direct Message" icon (square chat icon in the upper right corner of your screen next to the bell icon)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window
• Press Enter to send it
(edited)
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EG
Expert
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110K Messages
8 months ago
@XfinityEva wrote;
In their first paragraph, they appear to be reaching the "Walled Garden" activation page...
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EG
Expert
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110K Messages
8 months ago
@user_CK
Did you have a chance to see if any of those methods work for you ? Please reply right here in your topic on these public help forums, thank you.
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