Visitor
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1 Message
Internet
Hello Xfinity. I need to escalate an ongoing internet service issue.
I received my home internet equipment approximately six months ago, around April 2026, and my internet has never worked or successfully connected since receiving it.
I have been paying for a service I have not been able to use. My phone service works, but my home internet does not.
I am requesting a full review of my account and a refund or billing credit for all six months of nonworking internet service.
I also need the earliest available technician appointment to properly install, activate, and test my connection, with no additional installation or repair charges.
Please do not interrupt or change my working mobile phone service.
I would appreciate a written response confirming the amount of the refund or credit, the technician appointment, and my case number. Thank you.
XfinityEricB
Official Employee
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3.7K Messages
10 hours ago
Can you send us a direct message with your full name, name of account holder (if different), and service address please?
To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon
Click the "Start new conversation" (pencil and paper) icon
In the "To:" line, type "Xfinity Support"
As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
An "Xfinity Support" graphic will replace the "To:" line.
Type your message in the text area near the bottom of the window.
Press Enter to send it.
How to direct message within Forums https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514
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EG
Expert
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122K Messages
57 minutes ago
Concern moved here to the Customer Service help section.
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