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user_chmzjy
1st Topic

Visitor

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2 Messages

Monday, May 12th, 2025 11:10 PM

I want to Speak to a Person not AI

I have been calling and messaging trying to speak to a person about my connection issues. The AI system is spinning me in circles and is never connecting me with someone. It is ridiculous that I can't ever call my local store to ask them a question. 

I am becoming so frustrated with this thst I am seriously considering canceling my internet with you all and finding someone else.

I have been using xfinity internet since December 2023 and have had no issues with someone using a gaming computer at the same time someone is watching tv.

Within the last month, it will randomly drop and not load anything. We will reset our router and it will only correct for a short time before happening again. 

I am just wanting to see what the next steps are or if I need to get a new router but I literally can't get to anyone to ask because I'm stuck behind an AI wall.

It is ridiculous, and I have seen how many other people have been messaging about how horrible getting to a person is. You are going to start losing customers if this isn't corrected.

Question

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Updated 

12 hours ago

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XfinityRay

Official Employee

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2.8K Messages

12 hours ago

Hi there, user_chmzjy! Thank you for sharing your feedback about getting this issue resolved. We are here and happy to further assist you. We want your service to work flawlessly and apologize that has been happening. I want to get up to speed with what has been done already.

Have you checked the coax cable between the wall outlet and the back of the modem? You want both ends to be finger tight and without damage.

Are there any splitters along the coax line?

Have you sent signals to the modem using the Xfinity Assistant or Xfinity app? 

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user_chmzjy

Visitor

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2 Messages

We have reset the modem multiple times, checked all of the cables, tried a new ethernet cable for our family computer, and still we are getting extremely slow connection and frequent disconnections from game servers. We ran a speed test, but the results were pretty close to the plan we pay for. Please help!

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12 hours ago

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XfinityRay

Official Employee

 • 

2.8K Messages

Thanks for the further clarification with what you have done already, user_chmzjy! That is very thorough! I want to check your account from here. I can run a diagnostic report, check the area, and go from there. We are able to set up a visit if that is needed.

Please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging 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

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12 hours ago

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