How to Escalate an Issue

What is the process for escalating a xFinity internet (WiFi) issue that can not be handled by the standard Xfinity Support Team? Multiple visits to the house at $75 a shot has produced nothing except cost me lost wages. Is there a specialist Team who understands the system and can pinpoint the problem?

Responses

EG

Expert

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111.1K Messages

3 years ago

Concern moved here to the Customer Service help section for greater exposure to actual Comcast corporate employees (The Digital Care Team) for assistance.

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CCChelseaA

Problem Solver

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637 Messages

3 years ago

Hello there, and thank you for reaching out!
Our team is here to help and can ensure that all the appropriate steps are taken to resolve any troubles with ongoing internet connections!
We'd love to dive in here and help out! Please feel free to join us in a direct message following the steps outlined below, and be sure to include your first and last name, as well as your full service address. We look forward to hearing from you!

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

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U

user_70073d

Visitor

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2 Messages

3 years ago

I did as instruct above. No response.

1

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user_3f522e

Visitor

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1 Message

3 years ago

I have had multiple comcast service teams to my home over the past 5 months and still cannot get my internet working reliably day to day. You have switched my modem twice and checked the box outside and still no results. We had a technician come yesterday and stated the issue is the wiring on the pole that connects to our home and this is another team. He said he raised a ticket and the second technician than stated he raised a ticket to fix the wiring on the pole but also stated i could not contact them directly as they respond to tickets and due to our location probably low chance it will get fixed as we have only a few homes in our neighborhood and they only focus on large outages. His final recommendation was to switch to AT&T which is crazy. We have been loyal customers for years and has become impossible to work from home with my family working out of coffee shops to get internet. We need help!!!

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CCJamie

Problem Solver

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322 Messages

@user_3f522e Thanks for reaching out to us, sorry to hear that you are having continuing issues with your internet connection, that is not the experience we want for you. I can look into this further with you and help find a resolution. Would you please send a direct message with your name and complete service address?

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon or https://comca.st/3EqVMu7

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

I no longer work for Comcast.

3 years ago

0

U

user_b8360e

Visitor

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1 Message

I would like to connect to escalation team on long pending port issue (ticket number CR069751551). The customer support agent (live chat or phone) never connects me to any and keep transferring me to another departments with no success.

Is there any way I can directly email and interact with escalation team?

2 years ago

XfinityRyanE

Official Employee

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1.1K Messages

Hello @user_b8360e, thanks for reaching out to us for help with your ticket. We are sad to her that you are having an issue with a port, but our team is here to help however we can.

When looking at contacting these types of departments, we don't have external contact informaiton that we could provide. In some cases you may get an email from the escalation team working your tickets, but if they have not reached out or provided any type of contact information, we wouldn't have a phone number or email to provide.

If you like, our team can take a look at your acocunt and the ticket to see what the status is. To get started, please use the chat icon in the upper right to enter Direct Messaging and send us a message with your full name and full address.

Here are 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

Please let me know if you have any questions or run into any problems.

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

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user_125e34

Visitor

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1 Message

2 years ago

Hi, I have a support issue that I'd like to escalate. A phone number port from CenturyLink to Xfinity voice. We've had at least 4 interactions on Xfinity support chat and one scheduled tech visit that was a no-show. I'm following the instructions (above) but do not see a "direct messaging" icon. Is it possible that navigation has changed in the last two months? My elderly mother moved into a senior center and we're trying to activate her Xfinity voip voice service. Appreciate your assistance.

thanks,
Jeff

1

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CCXavier

Official Employee

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695 Messages

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 "Peer to peer" ("Private") message:
Click "Sign In" if necessary
• Click the "Peer to peer chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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

I no longer work for Comcast.

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

Customer Service

user_70073d

How to Escalate an Issue

EG

CCChelseaA

user_70073d

user_3f522e

CCJamie

user_b8360e

XfinityRyanE

user_125e34

CCXavier

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