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user_a4qglq
1st Topic

Visitor

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2 Messages

Tuesday, May 6th, 2025 1:38 PM

New gen

Hi, I was taking g an agent (Sri) they were helping me update my plan and fix the wifi connection in my tv but we got disconnected after 2 mins inactive. Please assist

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11 hours ago

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XfinityPaula

Official Employee

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1.4K Messages

2 days ago

Hello user_a4qglq. Thanks for reaching out to us on our Xfinity Forums. I'm sorry to hear that you lost the connection with the agent you were working with. I would be happy to try to pick up where you left off and help out. Was the TV connected to the Wi-Fi previously? Was the service plan updated? That could have knocked off the network for a few minutes while the modem reset. 

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user_a4qglq

Visitor

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2 Messages

Hi thank you, yes the tv is all set now. The agent mentioned that I was still on the old gen and that he would update it and keep my monthly charge the same for the next 24 months.

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11 hours ago

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XfinityJamesC

Official Employee

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2.1K Messages

Thank you for letting me know about the offer, @user_a4qglq. We should be able to take care of that for you. If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.

 

To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.

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11 hours ago

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