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user_xvy144
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10 Messages

Monday, July 6th, 2026 2:38 PM

Internet Still not Connected since May 19th Request for Service!

Xfinity is, without question, one of the most dysfunctional companies I have ever dealt with. I moved into a new home in March and signed up for 2 Gbps Internet and TV service on May 19, 2026. As of today, I still have zero working service.  Because the house has never had Xfinity before, a new line has to be buried from the main feed. That was identified during the very first technician visit back in March.

The overseas call center has been completely ineffective. The only people who have actually been helpful were the two US based representatives I reached after selecting the Cancel Account option. Both assured me they would call back with updates. Neither ever did.

The latest explanation is that the line burial team is "backlogged." Apparently that also means no one can provide even a rough timeline for when the work will actually be completed. Waiting months for a simple installation with no communication or accountability is unacceptable.

If this isn't resolved by Wednesday, I'll be canceling my service and switching to Starlink.  What should have been a routine installation has turned into months of delays, broken promises, and complete lack of follow through.  Absolute joke of a company.

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13 days ago

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user_xvy144

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10 Messages

1 month ago

STILL NOTHING!  Sent you DM’s and you asked for my full name..   no solution, no answers,  Xfinity is totally inept!!  

Xfinity Tickets 7/7

[Edited: "Personal Information”]

7/9 ticket

[Edited: "Personal Information”]

(edited)

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XfinityMelinda

Official Employee

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289 Messages

I appreciate you following up and letting us know. I do see that we previously sent a Direct Message to continue working with you. At that time, we were unable to complete the account verification process, and after not receiving a response for several days, the conversation automatically closed.

We'd still be happy to help you get this resolved. When you have a moment, 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: 

How to Send Us a Direct Message:
To send us a direct message:
1. Click "Sign In" (If necessary)
2. Click the "Direct Messaging" Icon.
3. Click the "Start New Conversation" (pencil and paper) icon.
4. In the “To:” line, type "Xfinity Support".
5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
6. An "Xfinity Support" graphic will replace the "To:" line.
7. Type your message in the text area near the bottom of the window.
8. Press Enter to send it.
For an example of how to send us a Direct Message, check out this link.

https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514

 

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 as Best Answer.tick

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1 month ago

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user_xvy144

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@XfinityMelinda​ You are an example of the problem…. How is 6/7 to 6/8 “several days”?? 

DM started 6/7

Account Verification provided 6/8

Less than 24 hours is NOT “Several Days”..  what is wrong with you people?  I can’t understand why it is impossible to get internet connection in a suburb of the third largest city in the US..  Do you see any issue with that?  Do you want to actually help?  

”and after not receiving a response for several days”

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1 month ago

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user_xvy144

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10 Messages

@XfinityMelinda​  June 23rd Promise date 

[Edited: "Personal Information”]

(edited)

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1 month ago

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user_xvy144

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10 Messages

@user_xvy144​ JUNE 25th promise date

[Edited: "Personal Information”] (image contained first name)

(edited)

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1 month ago

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user_xvy144

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10 Messages

@user_xvy144​ JUNE 27th promise date!!

[Edited: "Personal Information”] (image contained work order #)

(edited)

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1 month ago

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EG

Expert

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119.9K Messages

1 month ago

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

0

XfinityPeterH

Official Employee

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3K Messages

1 month ago

 

user_xvy144 I would be reaching out and feeling pretty frustrated too. Let's take a look at your account and see what we can come up with. Please send us your full name and complete address via our DM. 

How to Send Us a Direct Message:

  1. Click "Sign In" if necessary.
  2. Click the "Direct Messaging" icon.
  3. Click the "Start new conversation" (pencil and paper) icon.
  4. In the "To:" line, type "Xfinity Support".
  5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
  6. An "Xfinity Support" graphic will replace the "To:" line.
  7. Type your message in the text area near the bottom of the window.
  8. Press Enter to send it.

For an example of how to send us a Direct Message, check out this link.

https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514

 

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user_xvy144

Visitor

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10 Messages

@XfinityPeterH​ DMsent yesterday 

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1 month ago

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user_xvy144

Visitor

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10 Messages

@XfinityPeterH​

STILL NOTHING!  Sent you DM’s and you asked for my full name..   no solution, no answers,  Xfinity is totally inept!!  

Xfinity Tickets 7/7

[Edited: "Personal Information”]

7/9 ticket

[Edited: "Personal Information”]

(edited)

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1 month ago

0

user_xvy144

Visitor

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10 Messages

13 days ago

Today is July 28th and I still have NO internet service in a large suburb of Chicago..  Insane that Xfinity can not get their act together and actually connect internet that has been requested since May 19th..

I contacted Xfinity today since the line bury was completed last week..  Guess what, they said they removed all my services (from the May 19th contract that i paid $125 deposit for)...  They are happy to sign everything up again but now there is a conflict with the May 19th promo pricing that is no longer available...  What a mess of a company. 

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XfinityBrianH

Official Employee

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2.4K Messages

user_xvy144 Can you please send us a DM. You can start by clicking the chat icon located in the top right corner of your forums' page when signed in. Once there, you can direct your messages to "Xfinity Support." Please add your full name and service address to help us locate your account. Let me know if you have any questions.

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 as Best Answer.tick

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13 days ago

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user_xvy144

Visitor

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10 Messages

DM was already sent, check your DM's... 

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13 days ago

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