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user_w7cfse
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5 Messages

Monday, June 16th, 2025 5:03 PM

Even this forum is frustrating

Every interaction with Xfinity is worse. As an example I’ve been trying to post on this forum, and every time I get to the end, it erases my post and says apologies. Our assistants are working on this problem! 
I’m on my second device which drops my Internet several times a day. This means it needs to be reset while my students wait in my zoom classroom for me to return. don’t know how to get a device from you that works. I will buy one from another company, but I don’t know how to find one that your company will work with. I can’t get any anyone to tell me anything substantive, because all I’ve talked to our bots or sales people

What are my options for getting the issues with my Internet resolved?

Question

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Updated 

1 day ago

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user_w7cfse

5 Messages

2 days ago

I’m pretty sure that you make it very difficult to get help on purpose so that people will give up and accept the very bad service that you offer

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XfinityThomasD

Official Employee

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1.3K Messages

2 days ago

I appreciate you posting on our Forums and apologize that it has been giving you so much trouble along with the internet issues,

user_w7cfse. Have you already completed any troubleshooting steps through the Xfinity app or website? I ask since it will run diagnostics on the network signal and advise if a technician is needed. As an example, if the connection is dropping randomly throughout the day, there may be interference in the lines and connections that our technicians would want to check.

 

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user_w7cfse

5 Messages

Hi, Thomas: Thank you for responding, Im excited to get a human. My issue is that when the app runs the troubleshooting script, the internet is interrupted. Because my cell phone does not work in my house without internet, the connection to the assistant is usually terminated. And I actually work, so I don't have time to really spend a bunch of time waiting for Xfinity to determine that there is no outage and my device is functioning---at the moment. Should I go to the store---for the third time?

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2 days ago

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XfinityThomasB

Official Employee

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2K Messages

Thank you for the details! user_w7cfse

I would like to take a peek at things to see how everything is running from our end. I can easily look over things without having to reboot the signal.

Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

To send a Direct message:
Click "Sign In" if necessary
• Click the "Direct Message" 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.

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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2 days ago

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user_w7cfse

5 Messages

Also, I'm trying to use the app so I can do the pointless troubleshooting  exercise that's required to  get help from a live human, even if they have literally no understanding of how anything works and usually can't offer anything helpful. I am signed in, but the app continues to prompt me to sign in. I signed out and back in, but the app does not think I'm signed in.

This kind of stuff is why so many people hate xfinity. 

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1 day ago

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XfinityJon

Official Employee

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225 Messages

Hey there we are happy to take over and assist you further. We did send an invite to send along a direct message with some additional information and we will ne happy to help more. 🙂

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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1 day ago

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Again

Expert

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31.8K Messages

@XfinityJon​ who are you talking to?  Don't forget to @ tag who you are replying to, please.  Thanks!  😊

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick

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1 day ago

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