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user_9bhz8a
1st Topic

3 Messages

Wednesday, July 24th, 2024 2:02 AM

Closed

Internet drops when it rains

I think it’s water getting in the connection to the pole.  Can’t get a technician appointment because chat puts me in a never ending loop of frustration.  How can I schedule an appointment?

Question

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Updated 

11 months ago

42

1

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XfinityGabriel

Official Employee

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2.4K Messages

11 months ago

 

user_9bhz8a, Hi there! We appreciate you for taking the time out of your Tuesday to contact XFINITY for help with scheduling an appointment. We had some monsoon rain showers that caused my power to go out so I understand how important it is to have a tech scheduled. I am sorry to learn about this experience with the loop of frustration. You've come to the best place over social media for help. For the easiest way to schedule appointment, did you know that we offer a digital option so you do not have to use chat? Here are the steps below. Please let me know if this helps. 
 

Before scheduling a repair appointment, try to resolve your issue using the online troubleshooting guides available on xfinity.com.

1.        Log in to xfinity.com.

2.        Click Troubleshoot under the device you want to troubleshoot

3.        Next, you can check for some common issues with this device. Try each troubleshooting step, then click Continue.

4.        If we're unable to resolve your issue online, you may be asked to set up a repair appointment with an Xfinity technician. Click Continue.

5.        Tell us about the issue you're having, then click Continue.

6.        Select a date and time that works for you and enter the best number for the technician to reach you. When you've completed all the fields, click Schedule Appointment.

7.        You'll see a confirmation page once your appointment is scheduled.

o        If you need to change or cancel your appointment, you can select Manage Appointment. Otherwise, you can exit by selecting Back to My Account.

 

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user_9bhz8a

3 Messages

Yes I tried that.  It didn’t let me schedule an appointment.

11 months ago

0

XfinityThomasC

Official Employee

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2.6K Messages

Sorry for the inconvience @user_9bhz8a.

Could you please send our team a direct message with your full name and full address? To send a direct message:

1. In the top right corner, you'll see a little chat icon near the bell icon. Click the direct message icon

2. Click the "New message" (pencil and paper) icon

3. In the 'To' line, type "Xfinity Support" there. A drop-down list appears. Select "Xfinity Support" from that list (an "Xfinity Support" graphic replaces the "To:" line)

4. Type your message in the text area near the bottom of the window

5. Press Enter to send it. An official employee, such as myself or whoever is first available, will respond. Thanks!

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

11 months ago

0

user_9bhz8a

3 Messages

Yes I did that last night.  

A tech came a while back, he determined there was water in the coaxial cable.  He fixed the small cable coming into the house, but it only temporarily fixed things until it rained again.

 It’s been so tough to schedule an appointment, we just lived with spotty internet every time it rained for the last year.

11 months ago

0

XfinityGabriel

Official Employee

 • 

2.4K Messages

 

user_9bhz8a, Ah, okay.  I had some crazy rain last week and it made my power go out so I understand the importance of getting this fixed before it rains again. Just to confirm, the steps that I provided for the easiest method of scheduling an appointment did not schedule the appointment? Does this sound correct? Were you able to get to step four where you were not able to resolve the issue online? If not, we are here to help get that scheduled for you as well. To help with scheduling the appointment, please send us a direct message with your name and address by clicking the "direct message" icon on the upper right page of the forum page. Once you click on that, input our shared handle "Xfinity Support" to send us a direct 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

11 months ago

0

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