Visitor
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8 Messages
Complaint
My internet has been going in and out for three months. Tonight. September 26, 2026 it completely stopped working for no reason.
I called customer service. The first representative could not fix so she made an appointment for a technician to come out in 2 days! I need my internet now! She also said my bill will increase by $50!!
I told her that was too much so she canceled most of my services. I have to speak with someone in person to undue what she did!
I called back and spoke to another representative who tried to help but because I tried troubleshooting she said the modem will not work now! Now I have to go in-person to get another modem. I need my internet for our business and this is very stressful for me because I lost my son while deployed overseas and this situation has caused me undue stress.
Xfinity keeps increasing my bill but can't provide the services that I'm being charged for. I was able to get a $50 credit which doesn't suffice for all of the issues with the internet. If the internet isn't working,I shouldn't have to pay a penny for it! I would like a larger credit.
Xfinity has got to do better. This is a huge inconvenience!
I'm afraid that the new modem won't work as well! Ugh!!!
EG
Expert
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121.6K Messages
8 hours ago
Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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XfinityMatthew
Official Employee
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2.2K Messages
8 hours ago
Hello @user_xgi5z3 Sorry to hear about your experience. When it comes to the service being out we can credit any days impacted by service interruptions or days with abnormal or no usage due to loss of service. But we would need to check the account. Swapping the modem in store is the quickest fix if the modem is in fact the issue. But if there is something on site that is causing the issue then a tech may need to come look into the lines. 2 day wait is not abnormal for tech visits depending on the area. We'd need to look at the account though to figure out what may be causing the signal loss. Do you currently still have a tech visit reserved?
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user_xgi5z3
Visitor
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8 Messages
7 hours ago
I just sent it. Can you verify that you received it please?
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user_xgi5z3
Visitor
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8 Messages
5 hours ago
I did send it to Xfinity support. but I went to the store and got a new modem. The internet is working. Hopefully the problem is solved.
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user_xgi5z3
Visitor
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8 Messages
5 hours ago
I got a response from xfinity Richard asking to send me a,verification code.
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user_xgi5z3
Visitor
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8 Messages
51 minutes ago
And it is happening again! The internet keeps losing the connection even with the new modem. It worked from 5pm up until now. Now it's going in and out. This is so frustrating!!
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user_xgi5z3
Visitor
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8 Messages
41 minutes ago
I have lost faith in Xfinity
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