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user_lod5r2
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Wednesday, July 2nd, 2025 5:58 PM

Help! internet cuts out multiple times each night. Xfinity assistant bombs out trying to troubleshoot it

For the past month-ish, our internet drops out multiple times each evening. I tried running the Xfinity assistant. It verified abnormally slow speed, then restarted the modem. Then it said is was rechecking the speed and to wait. That was 30 minutes ago. I refreshed the page and that started me back at square one. Please help. How do I talk to a real person to resolve this. I think I may have a modem that's crapping out.

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11 hours ago

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user_lod5r2

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11 hours ago

Update on this. I've been struggling with the useless xfinity "assistant". The system has determined I need a service visit. I keep having to go through the assistant. It keeps getting part of the way through a service appointment setup, then comes the "something went wrong, try again". I've go through this process OVER AND OVER AGAIN with the same result. IF I HAD ANY OTHER CHOICE I WOULD DUMP XFINITY

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XfinityMarcus

Official Employee

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1.6K Messages

user_lod5r2 thank you for using the Xfinity Community Forums page to reach out and let us know about the interruptions you have experienced to your internet connection. I know how important a working connection is as someone who relies on one to function daily for almost every facet of my existence! Let's go ahead and look into your service connectivity together, and get a visit scheduled for you if need be. To get started, send me a direct message with your full name and complete service address.

Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Messaging" icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message. 
 

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