1 Message
Need to schedule a Tech
The Xfinity Assistant won't let me schedule an appointment as it doesn't think anything is wrong. Our upload speed will often reduce down to 1Mbps and is not staying solid at the normal speed. This causes many issues in our home. There is a problem with something (Gateway is my guess), even if the AI doesn't find it when I use it. Only took me two hours to find this forum. Took another 45 minutes to read a post that explains an Xfinity employee needs to enable the chat icon so that I can DM Support. Can I please have the chat icon?? Thanks.
EG
Expert
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110K Messages
1 year ago
Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
Please see this post about direct messaging the support team;
https://forums.xfinity.com/conversations/getting-started/direct-message/6445fb0eb9339b2013e8ff9c?commentId=6446bf50b9339b2013e93478
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XfinityJustinC
Official Employee
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1.2K Messages
1 year ago
Hello, @user_9iolz2. Thank you for reaching out over Xfinity Forums, you have contacted the right place for support in regard to your home network concerns. Working from home myself, I definitely understand the importance of needing your speeds to stay consistent.
It sounds like you have already been attempting the self-help troubleshooting steps of trying to get an appointment scheduled through the automated system: https://www.xfinity.com/support/articles/schedule-repair-appointment.
I did want to help get the proper expecations set up that there could be a $100 service charge for the visit, if the technician finds it was not outside issues or Xfinity equipment. I'd definitely like to help with the speed concerns, when you have time can you send a direct message.
To send a direct message:
Click "Sign In" if necessary
• Click the "Direct Message" icon in the upper right - it looks like a chat bubble
• Click the "New message" (pencil and paper) icon just to the right of Conversations
• Type "Xfinity Support" in the "To:" line - do not use the Employee's name!
• Type your message in the text area near the bottom of the window
• Press Enter to send it
To expedite your request, we ask that you please include your name, the account holder name (if different), and the service address.
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