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user_r99ond

3 Messages

Tuesday, March 25th, 2025 6:25 PM

How to speak to human representative when Xfinity AI is not working

Please tell me how I can speak to a human representative to address my wifi connection issues. I work from home and do not have time to continue getting the same non-answer from an AI chat. Please assist. 

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Updated 

2 months ago

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XfinityPaula

Official Employee

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1.4K Messages

2 months ago

Hello user_r99ond! I'm sorry to read that we are having issues with the Wi-Fi connection and that our Xfinity Assistant is not helping correct the trouble. I understand how frustrating the intermittent connection can be and how it can create poor production when trying to work. I would love to help out and see what can be done to resolve the trouble. For the wireless connection, when one device loses the connection do other deivces drop as well? 
Do you have any devices that are hard-wired to the modem to router? If so, do those devices also lose the connection? This will help me isolate the source of the trouble. 

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user_r99ond

3 Messages

@XfinityPaula​ 

Hello, I have two laptops. I cannot connect to my wifi on either. I have verified network and password multiple times. Hours later i am still trying to chat with someone who says they’re a live agent, but keeps coming back to the chat saying, please give me a few moments to review the conversation and pick up where we left off. 

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2 months ago

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user_r99ond

3 Messages

The agent said it was a problem with the modem, that they would schedule a tech to come out, then said they needed to review the conversation and would not answer about scheduling the tech as mentioned. Then i was sent a consent form for restarting the modem. And if i don’t respond to the chat for 2-3 minutes, it says i will be disconnected. It is impossible to work and this is extremely frustrating.  Before that I got an automated message at least 3 times telling me my password which ive already entered. When i called the 1-800 number and asked to speak to a representative it referred me back to the same chat, said “goodbye, take care” and disconnected. I would like to speak with a real person over the phone. Im unable to work and it’s been 2 days at this point trying to reach someone to fix the issue.

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2 months ago

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XfinityVianney

Official Employee

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2.2K Messages

 

user_r99ond, I'll be glad to take over and provide further assistance. I thank you for all your patience in the meantime. Please send me a direct message with your full name and service address to get started.  

To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a Direct Message. 
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
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

 

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2 months ago

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