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I was told I was going to get the installation fee waived , and it's still on my bill 

Hey there user_x3ccc5! I would be happy to assist you with your billing concern. In order for me to review this more carefully and assist you better, I would need some additional information. 

Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.

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 and press Enter to send it.

I was texted that I needed to upgrade my Xfinity Gateway. When I did order new one, I was shown that my current equipment is up to date. What gives?

I am sorry to hear of your frustration @user_yqoyyq. We would be able to assist you here with any account or service issues. 

Hey there, @user_0zxsw0! Thanks for leaving a comment with your concerns. I'm sorry to hear about the trouble you've been having, and I'd love to see what our team can do to help! We're great to work with because we'll always do everything we can to review and resolve issues quickly. First, have you happened to check the Status Center to make sure there isn't a known interruption impacting your area? You may also what to review these Connection Troubleshooting Tips, which is a great place to start. If you are still experiencing problems with your service, feel free to create a new post in your name, or we can even convert this comment into a post to ensure the proper handling of your particular account. Thank you!

Hey there, user_pqcz2h, thanks for reaching out through Xfinity Forums regarding your box. I would be happy to check on the shipping. I know how important it is to get a box that is working for you so you can enjoy your services. You have reached the right place. 

Okay.  What do you need to check on it?  Also I just realized my primary account is not receiving any email (it is not the one we use for our day-to-day emails).

I don't understand how this works....do I sit here and wait for a reply like the live chat?  It is Friday night and I'd like to relax.

Thank you for your patience. I noticed you have messaged us in a direct message. We will proceed with further assistance via direct message going forward. 

@carla.id111​ 

I am a brand new customer to Xfinity -- and at this point, I just want to cancel my service. Generative AI is supposed to be a support to human interaction not a complete removal of human interaction. I have done all of the troubleshooting steps offered by a bot and an AI comms via phone - none of the steps have worked. I'm dropping calls, my internet is terrible and I work from home. If someone doesn't fix this - I want to cancel service and go somewhere else.

Minus the complaints, can you tell us more about what is going on with your dropped calls as well as your "terrible" internet?

Hello user_6jlns1 thanks for reaching out on Xfinity Forums. We are all human agents on this platform. What issue can we help you with?

Hello @user_ej6f97, Thank you for reaching out for assistance. Sorry to hear that the changes did not lower the bill. If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.

 To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.