I need assistance for my mom

Hi, my name is Nena. I live out of state (North Carolina), my 78 yr old mom who lives in florida recently had work done on her roof. Ever since the roofing has been fixed she has complained that her internet isn't working. Both her and I have called customer service several times to try and get an appointment with a tech to come and check the issue. However,the automated process is very frustrating 😑 and we seem to not be able to connect with a human being. I am thinking about making the 12hr drive just to help her myself. Please help 🙏

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XfinityJorge

Official Employee

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2.8K Messages

4 hours ago

user_mvwp1o Hi there and Good Morning! Thank you for using our Forums to contact us and I am sorry to hear about the trouble you have been running into trying to address your moms connection issues. We are here to help and we are glad we have the chance to make this right. To get started can you send us a DM with your name, the account holder's name and the address we will be working with?
To send a "direct message" / "private message" message to Xfinity Support:
• Click "Sign In" if necessary
• Click the "Direct Message" 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
• Press Enter to send it

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user_mvwp1o

I need assistance for my mom

XfinityJorge

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