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user_injft2
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Visitor

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3 Messages

Tuesday, February 3rd, 2026 6:19 AM

lost tv internet

my cable was upgraded today and now I've lost tv internet access - it keeps asking for my pass but doesn't recognize my email address and phone -- what do I need to do to get it back?

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Updated 

6 days ago

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EG

Expert

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115.9K Messages

8 days ago

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

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XfinityRichard

Official Employee

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2.9K Messages

8 days ago

Hi there, @user_injft2 Thanks for reaching out to us on the Forums! We know how frustrating it is to have the service issues that you are experiencing. We can certainly assist you with your concerns. We noticed you sent a DM as well. Please be reminded that sending unsolicited Direct Messages to an Official Employee of the Xfinity Community Forums is a violation of Forum Guidelines. In the future, we ask that you please find the most appropriate public board for your question type and post it there. If needed, we may invite you to send us a direct message. Since you already sent a DM, we will continue to assist you there!-Richard

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user_injft2

Visitor

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3 Messages

I didn't know the DM was a violation and apologize to the forum [Edited: "Language"]!  Since my internet was intermittently inaccessible all day yesterday and today plus no one was able to help restore my tv access last night, this whole process was no help and an exercise in futility.  What's the use of an expert that one can't access anyway! 

(edited)

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7 days ago

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XfinityLinda

Official Employee

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2.3K Messages

@user_injft2 No worries. We're happy to assist. We replied in Direct Message. Can you please reply there with your name and service address? We look forward to hearing from you. 

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.
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7 days ago

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user_injft2

Visitor

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3 Messages

I don’t know how I sent the DM I just followed instructions on internet 

I still don’t have internet access for the third day and it’s all the time instead of intermittent 

address search shows no outage so maybe it’s just me being targeted by forum [Edited: "Language"] cant waste time now 

(edited)

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6 days ago

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XfinityAmira

Official Employee

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4.7K Messages

I went ahead and reached back out to you via our Direct Message, user_injft2. Please respond to us there, and we will further assist you with this. Thank you! 

 

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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6 days ago

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