How to Email Customer Service

Hello @user_d3f41a, thank you for taking the time to reach out on social media. I'd like the opportunity to check into this for you. 

To access your account, will you please send us a direct 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.
Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” 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

Dear Xfinity:

Recently, I have been having issues with Wi-Fi in my home so I immediately contacted Xfinity and scheduled an appointment to resolve this issue, the technician came with a replacement of modem, in which I believe it was a used modem refurbished, and that modem seems to be in adequate because I'm still having Wi-Fi issues. My security cameras are now running off-line, my printers are not working with Wi-Fi. I've had difficulties with the Wi-Fi, logging on to Amazon fire sticks, and which I went out and purchased new Amazon fire sticks same result.

     To resolve this problem I would appreciate someone from your company to come to my home and resolve these issues, I've been a Xfinity customer for sometime now and my payments are always on time. I do not like how things are being handled. I'm very disappointed.

     I look forward to your reply and resolution to the problem.

Sincerely, Stan [Edited: "Personal Information"]

email: the [Edited: "Personal Information"]

I was talking with xfinity to help me with the 2 accounts. She advised what she could do, and had to check with security.  I then got disconnected. she did NOT call me back.  For the last hour I have tried to get through to xfinity, and the recording keeps saying that There is an issue in my area and that an agent cannot help me until the issue has been resolved.  they then say goodbye, and disconnect.  The issue in my area has nothiing to do with my issue.  I cannot get through on any of phone numbers I try.

PLEASE help me.  I have been haveing issues for 2 or 3 weeks.  I would really like this taken care of.

Thank you for your prompt response

I have email only accounts and one of them was closed without any warning and is a very important email account. I called into 1800xfinity but there was no real help there. I told them I was the primary user of the account and they said to go on to xfinity.com and follow the instructions but I get the same promt that says this account cannot be added. Why would they close out a secondary account that is used every day without a lot of notice that it is happening. This is an email account that we have had for over a decade and when I called it it was not worth my time.

Hello I’m inquiring about a recent charge of $100 for a one time service fee. A bit of background to the recent incident: dealt with download shortages (of approximately 0.4% according to xfinity app) for nearly 2 weeks. I contacted xfinity agents via phone and did multiple resets to troubleshoot the issue. My last solution resulted in troubleshooting with xfinity app and being told by the xfinity chat that an agent was needed to rectify assist the issue. No charge of $100 was mentioned during this appointment scheduling nor at the appointment. He merely changed the equipment, and in my nearly 4 years of being a loyal member of xfinity, I have never been secretly charged to have equipment changed. It was not only unprofessional to fully charge me for the 2 weeks of paying for .4% of our agreement, but to slap on a secret, additional charge of $100 has me considering taking my loyalty elsewhere. At this point I cannot get through to a live agent, not through a 1-800, 888, or local agent. Not through an email or any other source. As a loyal customer I am extremely disappointed and inconvenienced by all of this. I will escalate this until it's resolved.  

Hi! I just signed up for mobile service and internet service, in store, about 2 weeks ago. Everything was working great until the other night, I was having issues with my internet. I was in the app and it was really slow and kept asking to verify that a " new device" was signing on ... which was me and it has been fine until now. I finally gave up and the next day, got an email saying that I canceled my service and I was sent a cancelation guide. I did NOT cancel services at all.  I tried to chat with an agent and they said my service was ok until Jan 8th and that I had a balance of nearly $240? My service is off now and it's not letting me do anything. My bill isn't due until January 11th and everytime I try to even shop for services, it says I'm not allowed to shop for this account and to ask the owner. But I AM the owner.  Im so confused. Everything was fine until the other night. And when I try to get the new app, it sends me in a big circle. Please help?

Date back to 06/23/2022, I ordered xfinity service

here is what I got 

Monthly Charges
Your Xfinity Plan
PERFORMANCE INTERNET
Internet
Download speeds up to 300 Mbps; Uploadspeeds up to 10 Mbps
$39.99 / mo
$39.99 per month for 24 months
PERFORMANCE INTERNET
Equipment & Services
Performance Pro Internet
Included
Included for 24 months, then regular rates apply
Internet/Voice Equipment Rental
Included
Included for 24 months, then regular rates apply
Xfinity Mobile Discount Eligibility
$0.00 / mo
$0.00/mo for 3 months

then, Xfinity raised the cost without notification even though it clearly said 39.99 for 24mo.

I have contacted live chat agent more than 10 times. No reponse, no solution, often hang on the conversation and disappear. 

Very disappointed.

You owe me money, Xfinity  

I recently found out I have been paying for equipment that was returned to Comcast for over a year.  After spending 3 hrs on the phone with a representative we

concluded that this has been happening for over a year.  I have tried, Since October, to get this matter straightened out but to no avail.  I have spend over 10

hours in total on the phone with 5 different representatives and 3 different claim numbers and still nothing.  

Your customer experience survey team disconnected my calls twice.  Going to leave xfintity.  It's like you purposefully
[Edited: "Inflammatory"].  

I have this exact same question.   If Xfinity is saving money by cutting down on support agents, then the cost of our subscriptions should be drastically lower!   My question for them that the chatbot can't answers:   "If I am paying for 800Mb/s download speeds but get half that or less (currently only THIRTY), what am I paying for? )"

By the way, this comment took me 5 minutes to post because Xfinity's support forum seems to be horrible as well!

I tried to go to your website to complain but I keep getting bounced back here.  Your prices are becoming ridiculous for what you offer.  Your basic cable use to offer better channels and more channels.   Your other plans are repeat shows.  I'm tired of the price hikes for what you offer.  You have more competition start doing right by your customers.   And getting someone on the phone is impossible...I like to speak to humans.  I'm tired of the VM, transfers, holds, improve!

Just keep raising prices Comcast and I am out!,

We have been a long time loyal customer for well over 15 years to Comcast/ Xfinity. But the cost for cable and internet service plus the device fees monthly have gotten to high. Not to mention, yesterday in attempt to negotiate a new deal, the lack of communication and terrible customer care over the phone with a Xfinity agent prompted us to cancel all of your cable services and start the search for a new provider. Its sad that it has come to this. Especially considering the amount of time and money we have invested in this company. I also dont understand why the customer care reps that are hired have such a difficult time with communication. 

We are to the point where we are looking at finding another provided. Bummer!