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user_pyi594
1st Topic

3 Messages

Tuesday, October 24th, 2023 10:28 PM

Closed

How do I actually get in touch with an agent??

I’ve been trying for around 2 weeks to actually get in contact with someone who can help me fix my internet. I’m in a shared community at an apartment complex and there is always something stopping me from getting in touch with someone, with no actual alternative offered. My internet has been horrible for about a month now due to my UPnP being turned off (which I apparently cannot fix myself due to being in an apartment) with seemingly zero chance of it getting fixed due to this. Does anyone actually know how I can get this fixed or am I eternally doomed?

Question

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Updated 

1 year ago

503

1

0

XfinityAldrik

Official Employee

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2.1K Messages

2 years ago

Thank you for reaching out to us @user_pyi594! This is not the experience we want you to have! Have you tried sending any signals or troubleshooting through our amazing Xfinity app?

5

0

user_pyi594

3 Messages

I’ve done anything you possibly can think of including using the Xfinity app with no success at all.

2 years ago

0

XfinityAldrik

Official Employee

 • 

2.1K Messages

Thank you for confirming that @user_pyi594! 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" to Xfinity Support:

 

Click "Sign In" if necessary
Click the "Direct Messaging" icon or  https://forums.xfinity.com/direct-messaging
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.
 
See https://comca.st/3KQF8q9 for an example.

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
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

2 years ago

0

user_pyi594

3 Messages

I’ve already done this before and they referred me to a phone number I’ve called over 5 times and have been connected to a support agent zero of those times. But sure, I will dm.

2 years ago

0

user_a5ltg1

1 Message

Set up an account yesterday for internet, now I can't get in touch with anyone. Your menu IVR and AI powered customer support is not helpful when the agent [Edited: "Language"] your account upon creation. No "chat" or other app avenue works... can I talk to an actual human so they can understand what is going on?

(edited)

1 year ago

0

XfinityBrianH

Official Employee

 • 

1.3K Messages

@user_a5ltg1 Can I ask that you reach out privately, so we can cover the details of your account. You can start by clicking the chat icon located in the top right corner of your forums page when signed in. Once there, you can direct your messages to "Xfinity Support." Please add your full name and service address to help us locate your account. Let me know if you have any questions.

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

1 year ago

0

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