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user_6b13bi
1st Topic

Visitor

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3 Messages

Wednesday, June 11th, 2025 7:39 AM

I need to make contact with a live customer service representative

Xfinity recently upgraded the system that supports my neighborhood. Now my internet drops repeatedly throughout the day, every day, all day.

i am able to restore the connection by unplugging/pluging power to router.

calls to 1-800 number for customer support are not effective as my outage resolves just briefly enough to prevent the automated system from advancing my call to a live customer service representative.

i need to make contact with a live customer service representative who can resolve this issue

Question

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Updated 

2 days ago

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EG

Expert

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111K Messages

2 days ago

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

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XfinityGabriel

Official Employee

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2.3K Messages

2 days ago

 

user_6b13bi, Thank you for reaching out and for your time. I know how important it is to have a reliable connection as someone who works from home. I am sorry to learn about this experience. You've knocked on the right door in virtual land. Our team of experts are happy to help with this over social media. In addition to calling and unplugging the router, if you were to run an [internet health test](https://www.xfinity.com/support/articles/internet-connectivity-troubleshooting) via the Xfinity app, what results does it pull for you?

 

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user_6b13bi

Visitor

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3 Messages

Good morning and thank you!! A live person.  I am not able to run a test at this time as Xfinity reports an outage in my area with the cause as Network Damage. While I, for some reason, have internet service, the app cannot run a test until the outage is resolved.  I will check back and provide an update after I am able to run the test.

I failed to include in my original post that all of my neighbors are experiencing cable tv and/or internet issues: loss of service, interrupted service, etc.  Some have had techs come out with no resolution.

Thank you again for the contact. I will provide an update when the system allows.

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2 days ago

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XfinityGabriel

Official Employee

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2.3K Messages

2 days ago

user_6b13bi, Sounds good. It is my pleasure to help in any way that I can. We appreciate you greatly for your patience and business. I would like to pull up the account and see if I can get more details on the interruption for you. To further assist, please send us a direct message with your first/last name and full address so I can ensure I pull up the correct account to take a look at what's going on. 

 

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user_6b13bi

Visitor

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3 Messages

Gabriel, Please provide directions on how to send the direct message. I can't figure out how/where to send this message.  And, internet service continues to go off and on again already this morning.

Thank you

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2 days ago

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XfinityGabriel

Official Employee

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2.3K Messages

 

user_6b13bi, No problem. 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

 

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

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2 days ago

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user_6w7k2z

Visitor

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1 Message

2 days ago

I really need to speak to a live representative [Edited: "Personal Information"]

(edited)

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XfinityKei

Official Employee

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1.6K Messages

@user_6w7k2z  Thanks for reaching out to our team for support. You're with the right team for help. Can you tell us more about what's going on, so we can assist? 

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

Like

Reply

2 days ago

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