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user_3iq1hl
1st Topic

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2 Messages

Saturday, April 26th, 2025 2:26 PM

Equipment

I think I need new equipment because I can't get remote to work in the bedroom and the box in the living room gets hot and turns off when I am watching tv.  Can I get a technician to come and fix

this problem.  I have done the virtual technician service and that does not work and apparently there are no people working because I can't speak to a person!!

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2 days ago

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XfinitySara

Official Employee

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1.7K Messages

4 days ago

Hello, @user_3iq1hl! Thank you for taking the time to visit our Xfinity Community Forum, and for posting your equipment concerns. I'm sorry to hear about the trouble you've had with one remote not working and another TV Box overheating. You've come to a great place for help! Our team is awesome to work with because we'll always review and resolve issues as quickly as possible. And it's definitely an option to look into scheduling a Trouble Call (tech visit) for you. May I just ask what all troubleshooting you've gone through so far? You mentioned virtual technician service; was that through the Xfinity App?

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user_3iq1hl

Visitor

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2 Messages

I have gone through trying to reset tv and remote with the virtual assistant and was told to take old remote and box to store or they would ship me a new one, I chose to go to store and hopefully

as an eighty year old person, I can hook them up when I get home because it was very frustrating and upsetting trying to get to talk to a person and trying to set up an appointment with a technician.

Apparently customer service with a person is no longer!!

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2 days ago

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XfinityPeterH

Official Employee

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1.8K Messages

 

user_3iq1hl

Thank you for reaching out. I'm sorry to hear about the frustration you've experienced. It's understandable, especially when trying to get assistance as an eighty-year-old. We're here to help.

We can take care of all of this without you going to the store. If you need any help with the setup, please don't hesitate to contact us. While it can be challenging to speak directly with a person, we're committed to providing support in any way we can.

I also want to take a moment to apologize for not giving you the best experience possible. When you have equipment that is overheating and powering off, we should have asked you to send us a direct message and set up an appointment for you. Our team can help set this appointment up for you. Please send us your full name and complete address via our direct messages.

How to Send Us a Direct Message:
1. Click "Sign In" if necessary.
2. Click the "Direct Messaging" icon or visit Xfinity Direct Messaging.
3. Click the "New message" (pencil and paper) icon.
4. In the "To:" line, type "Xfinity Support".
5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
6. An "Xfinity Support" graphic will replace the "To:" line.
7. Type your message in the text area near the bottom of the window.
8. Press Enter to send it.
For an example of how to send us a Direct Message, check out this link.
https://forums.xfinity.com/conversations/email/cant-create-a-new-email-address/605e52b726aa974d63032d02?commentId=606107ea738c7f46a02b830e

 

 

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2 days ago

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