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user_wgyaz9
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Wednesday, October 25th, 2023 6:52 AM

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No internet after upgrade

I had no internet access after upgrading my internet plan. I have also noticed on the app when I sign in it says I don’t have an internet plan. Which makes no sense since I just upgraded. I have spent 6 hours trying to fix this. 5 hours being transferred from agent to agent on live chat. And 1 hour over the phone. They want to charge me to send a tech but my internet was working fine before the upgrade so I refuse to pay for this. 

Question

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Updated 

1 year ago

1K

3

EG

Expert

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110.1K Messages

2 years 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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XfinityChristy

Official Employee

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2K Messages

2 years ago

@user_wgyaz9 Thank you for reaching out via our Xfinity Forums. I am sorry you don't have access to the internet at this time and would be happy to look into your account so that we can get this issue resolved with you. To get started, please send our team a direct message with your full name and full address.

To send a "Direct Message" message:

  • Click "Sign In" if necessary
  • Click the "Direct Messaging" icon at the top of the page (looks like a text bubble)
  • Click the "New message" (pencil and paper) icon
  • Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
  • Type your message in the text area near the bottom of the window
  • Press Enter to send it

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user_qz6p5u

1 Message

1 year ago

I have this exact same issue now!!! How did they resolve??? 

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CCXanadu

Retired Employee

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300 Messages

@user_qz6p5u - before the upgrade to your plan, did you check online to ensure your device was listed as a compatible device in your area for your new speeds? Or, if you rent one of our gateways, is it one of our newer models that is designed for the speed tier that you are now subscribed to? The different models and specifications of them are on this page.

1 year ago

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