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user_2nyqmo
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4 Messages

Thursday, April 16th, 2026 5:37 AM

Considering you cannot reach a live representative, worst customer service, ever!

When I moved two months ago, I updated my address and for some reason my Wi-Fi is now compromised? I just moved a few apartment buildings down and thought my service was transferred because my Wi-Fi worked when we set it up. Come to find out the representative never entered the new apartment number and now I’m dealing with issues this late at night! 

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24 days ago

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user_2nyqmo

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4 Messages

25 days ago

Like other users, I am also extremely upset with the fact that the Xfinity app does not show the transferred service, and I kept seeing a closed account, but my account was still open, and I paid for it every month!

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XfinityJeff

Official Employee

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907 Messages

24 days ago

Good morning @user_2nyqmo, and thanks for posting your issue to the Xfinity forums, I hope this message finds you well. I am sorry to hear about the issues you are having with the service, as someone that works from home I know how essential internet can be, but you have come to the right place for assistance. Could you please send our team a direct message with your full name and full address?
To send a direct message:
Click "Sign In" if necessary
• Click the "Direct Message chat" 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, please add your full name and address
• Press Enter to send it

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user_2nyqmo

Visitor

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4 Messages

I’ve done this twice and still told that my account is disconnected even though it’s connected. I’ve tried to call the one 800 number which is a robot that continually asked the same question four times over do you have a better solution if you’re a real person?

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24 days ago

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XfinityJeff

Official Employee

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907 Messages

We can take a look at the account @user_2nyqmo and make sure. If the address was missing the apartment number it is possible that it needs to be updated on our end to reflect the correct apartment number. If you want to send us a direct message, we can check it out.

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.
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24 days ago

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user_2nyqmo

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4 Messages

It had nothing to do with the apartment number. I received a call at 5 AM this morning to fix the Wi-Fi issues. Wi-Fi issues are partially fixed but the account is still [Edited: "Language"] up! I’m going to Verizon to switch both of my accounts over. Xfinity has chosen to ignore their customers and the representatives are from Egypt [Edited: "Inflammatory"].

(edited)

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24 days ago

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XfinityGabriel

Official Employee

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3.2K Messages

 

user_2nyqmo, We will surely miss your business. I understand the Wi‑Fi issues were only partially resolved and that your account concerns remain outstanding, which would make anyone feel fed up. I do want to clarify that the apartment number was not the root issue, and I appreciate you pointing that out. What’s most important right now is addressing why the account still isn’t correct and making sure there’s a clear path to resolution. We want to help review what’s still unresolved on the account and what actions are needed next. If you’re open to it, please send us a direct message with your name and service address so we can take another look and provide accurate next steps. Even if you’re considering other options, we’d still like the chance to make this right. Thank you for sharing your experience. It helps us understand where the process broke down.

 

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 a reply as the Accepted Answer.tick

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24 days ago

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