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user_hbeb6q
1st Topic

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4 Messages

Tuesday, June 24th, 2025 9:14 AM

Issues with Internet/Ignorant customer service

My internet is dropping out for a few minutes and coming back multiple times a day. I have already talked to customer support several days ago and was assured it was fixed. Well it isn’t, anyways this morning while trying to work my internet dropped out and kicked me off a call(it’s a big deal). I went back to customer support talked for an hour the guy just seemed to be stalling me hoping I would disconnect well eventually I accidently did. The next two support one just never typed anything and the third was pinging my phone with codes and clearly messing with me. I cannot believe how unbelievably terrible the customer support is and my issue that effects my work still persists

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Updated 

2 days ago

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XfinityKei

Official Employee

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1.6K Messages

2 days ago

@user_hbeb6q Our apologies for the prior experience you had. Our team is here to help. I would like to troubleshoot with you to resolve your internet connection issues.

Are you using Wi-Fi when this happens?

Are multiple devices drooping connection?

Does the modem power off when the connection drops?

Do you have a separate router, amplifier, splitter or any Wi-Fi extenders connected with your modem?

 

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user_hbeb6q

Visitor

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4 Messages

I am wired in. The box does not power off but starts flashing green trying to find signal again. Yes it disconnects all devices. I have no separate routers or any devices. 

(edited)

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2 days ago

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XfinityKei

Official Employee

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1.6K Messages

@user_hbeb6q Thanks for letting us know.

Have you performed any troubleshooting steps such as unplugging your modem from the wall outlet for two minutes then plugging it back in?

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

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2 days ago

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user_hbeb6q

Visitor

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4 Messages

@XfinityKei​ I’ve tried that, I’ve tried resetting the modem, I also have had customer support claim to fix it two days ago. 

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2 days ago

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XfinityKei

Official Employee

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1.6K Messages

@user_hbeb6q Can you please direct message me your first and last name along with your full service address so that I can assist you further?
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.

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

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2 days ago

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user_hbeb6q

Visitor

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4 Messages

@XfinityKei​ sent , thank you.

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2 days ago

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