Skip to main content

  • Home

  • Getting Started

    • Offers

U
user_ng69e4
1st Topic

2 Messages

Wednesday, November 27th, 2024 6:07 PM

Gateway & internet not working

I’ve just installed an Xfinity gateway at a new house and have been unable to get a wireless broadcast signal nor connect any devices.  I’ve done all the troubleshooting via the app and the Xfinity Assistant just informed me that there’s an issue and a technician will need to come out, told me there’d be a charge for that and booked the appointment 7 days from now.   Really?  Does that make sense?   So I have no service for 7 days and am expected to pay my service bill and the charge to fix a problem with the service?   And I can’t seem to get to a human via phone no matter how I try.  I even see things here related to sending direct messages and I done see how to do that either.   It’s quite frustrating Xfinity.  

Question

 • 

Updated 

29 days ago

18

1

0

Was this helpful?

XfinityKassie

Official Employee

 • 

1.4K Messages

29 days ago

 

user_ng69e4 Good afternoon! We appreciate you reaching out to our Community Forums Team for assisance with your account and services. Not being able to get your services connected, and having unexpected expenses can be frustrating; especially this time of year. I'd be happy to get you in the right direction. Are you trying to see about getting a sooner appointment time, or trying to by pass having to have a technician come out? 

 

2

0

user_ng69e4

2 Messages

Either would be acceptable.  The goal is to get service up and running as soon as possible so that it can be used.  My thinking is that the gateway needs to be swapped out but that just my guess based on several hours of troubleshooting.

Like

Reply

29 days ago

0

XfinityRichard

Official Employee

 • 

1.5K Messages

Hi there, @user_ng69e4 ! Thank you so much for reaching out to your Digital Care team. I appreciate your patience while you waited to connect with me. It very well could be your modem, we can also get you scheduled for a service visit as well. Please be assured you reached the right person to assist you. Can you please DM me your first and last name, along with your full service address so that I can assist you further.-Richard

To send a direct message [private message]:

  •   Click "Sign In" if necessary
  •   Click the "Direct Message" icon
  •   Click the "New message" (pencil and paper) icon
  •   The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
  •   - As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
  •   - An "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
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

Like

Reply

29 days ago

0

forum icon

New to the Community?

Start Here