U

Visitor

 • 

3 Messages

Wednesday, May 28th, 2025 1:19 PM

How do I get a live person?

My parents internet is not connecting. In the past, I’ve driven over to help troubleshoot because the 1hr round trip is faster than getting a live agent to help them. Please don’t refer me to the (1-800-934-6489 number. It is useless. They are older people who just need someone to answer a phone and help them troubleshoot. I’ve done what I can on the phone, but is there a legitimate number that more easily connects to a live person? Nobody ever wants to chat with a virtual agent, I promise you. 

Official Employee

 • 

2K Messages

27 days ago

Hello, @user_sw5uq2. I appreciate you doing everything you can to help your parents troubleshoot their internet service. The phone number you shared is the only number we have that directs you to customer support. Here's a link that shows all the options we have to contact us https://www.xfinity.com/support/contact-us.

 

I would be more than happy to help figure out a solution to this problem your parents are experiencing. So that we don't go over something you've already done, can you please share with me what troubleshooting steps have you completed on your own? Have you by any chance used the Xfinity app to reset the modem? How about a power cycle, have you tried that?

Visitor

 • 

3 Messages

Yes, they have disconnected and reconnected from the wifi, they have unplugged and reconnected the modem. But honestly, me chatting with you to translate it all to them is a waste. If someone would just answer the phone, it would be easier. But for now, I’ll disconnect and drive over there and figure it out myself. 

Official Employee

 • 

2K Messages

@user_sw5uq2 I understand where your frustration is coming from. The phone number is a working number and someone from our customer support team will answer. You're more than welcome to reach back out to me through here once you get to your parents house to continue our conversation.

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

Visitor

 • 

3 Messages

27 days ago

And honestly, maybe XFinity should use its efforts to answer a phone rather than sending me a “badge” congratulating me on making my first post in this forum. 

Visitor

 • 

1 Message

20 days ago

how do you get a live agent to get help.....amazing........

Official Employee

 • 

3.2K Messages

Hey there, iphone99, thanks for reaching out through Xfinity Forums regarding your account. We are a team of live agents here on this platform. We are always happy to help! What issues are you having with your account?

 

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
forum icon

New to the Community?

Start Here