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user_1xobms
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6 Messages

Thursday, January 8th, 2026 3:31 PM

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Is there a way to talk to a live agent?

I’ve been trying to get a hold of an agent. I called the 1-800-xfinity and she’s not transferring me to someone. She hangs up even after I tell her what my problems are. 

This is quite frustrating because I’ve been with them for 2 years now and I’ve always had trouble with my internet. 

Can someone please get me connected to someone to help me change my wifi?

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20 hours ago

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Official Solution

XfinityBradM

Official Employee

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1.1K Messages

20 hours ago

Thank you for working with our team to get your frustrations resolved and finding a new plan that meets your needs. Be on the lookout for when your area gets upgraded to our mid-split infrastructure for faster upload speeds! 

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XfinityJustinC

Official Employee

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2K Messages

6 days ago

Hello, @user_1xobms thank you for reaching out over Xfinity Forums. You've contacted the right place for support, and working from home myself I completely understand the importance of having your service working properly. Sorry to hear of your experience when trying to reach out out for support, and would like to see how I can be of assistance. To better assist can I get an overview of how I can help today? 

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user_1xobms

Visitor

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6 Messages

@XfinityJustinC​ 

thank you for replying! 

yes I work from home and I need my Mbps speed to increase significantly. It’s currently at 34 mbps uploads. 

I upgraded to the 500 Mbps but nothing changed. 

can you help me upgrade the speed for the Mbps upload? When doing the “internet speed test” I have 18 Mbps download and 34 Mbps upload. 

I need Mbps upload to be at least 300. 

please let me know and I appreciate the help! 

6 days ago

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XfinityJustinC

Official Employee

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2K Messages

@user_1xobms thank you for the additional information. When you placed the order to upgrade to 500 MBPS download, did your modem/gateway reset after the order was completed?

If the modem/gateway didn't reset, the new speed wouldn't be provisioned correctly. From experience, whenever I help with an upgrade of speed customers let me know that typically the equipment resets after I've processed an order. 

I am an Official Xfinity Employee.
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6 days ago

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user_1xobms

Visitor

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6 Messages

Yes I restarted it! The order was processed and then I unplugged my WiFi and plugged it back in after 30 seconds as the directions noted!

Is there a number I can contact to get this resolved over the phone by any chance? I didn’t receive a notification that you replied to my message. I do appreciate your fast response! 

6 days ago

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XfinityBenny

Official Employee

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1.3K Messages

@user_1xobms Thanks for confirming. Did you get a confirmation email for the order being applied successfully? The only number we have is the 1-800-xfinity (1-800-934-6489) number. For live help we recommend that and our Xfinity Assistant live chat here https://www.xfinity.com/xfinityassistant. Count on us here to figure it out. 

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

6 days ago

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user_1xobms

Visitor

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6 Messages

@XfinityBenny​ 

yes I did get a confirmation email. I tried both chat and phone call and kept saying “talk to agent” and they were not letting me. Even after telling them what was wrong. I know I must be saying something wrong or doing something wrong, it’s just normally never this difficult to talk to a real person. 

Can you please tell me what to say to the virtual assistant over the phone to get in contact with someone? Should I tell you my phone number here so someone can call me?

it is showing my upload speed is 35, I need that to be at least 300. Can you upgrade that please? 

5 days ago

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