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user_hn1ptb
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Tuesday, July 21st, 2026 8:34 PM

No internet connection and customer service told me not to call back

We've lost internet connection for 3 days now, and when we had called customer service they said they could get someone out to fix it. We got a call from the technician and he said he was about 40 minutes away. About 20 minutes later customer service called us and told us a technician was on his way and then told us not to call them again. We waited for 8 hours and he never showed. We called customer service again because no one has showed up to help us. They were upset and said "we told you not to call this number again." At this point, if they dont show up today, we are most likely going to cancel xfinity and go with a different internet service like Tmobile wifi or Starlink. The way xfinity takes care of their customers is unprofessional and inexcusable. Honestly feels like a giant SCAM that somehow they get away with.

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4 hours ago

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EG

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119.4K Messages

4 hours 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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XfinityDilary

Official Employee

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3.5K Messages

4 hours ago

user_hn1ptb. Hello, and thank you for bringing this to our attention. I'm truly sorry to hear about the experience you've had. Being without internet for three days is frustrating enough, and I can certainly understand how upsetting it must be to wait for a technician who never arrived and then feel dismissed when trying to get an update. This is not the experience we want for our customers, and I sincerely apologize for the inconvenience and frustration this has caused.
 
Do you have another appointment scheduled for today? What time is the appointment? 

 

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user_hn1ptb

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2 Messages

We called yesterday after no one showed and today and was told both times "we told you not to call this number back." They said they would try to have someone come out today. We asked if we could have a time they would come out and they replied with theres no garentee they'll come out today. Yesterday we had also gone to a store location to see if we could have someone come out and they said the best they could do was Saturday.

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4 hours ago

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XfinityDilary

Official Employee

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3.5K Messages

Thanks for confirming, user_hn1ptb. I'd like the opportunity to review the account and the technician visit details to see what happened and determine the next steps toward getting your service restored as quickly as possible. Could you please send our team a Direct Message with your name and service address? Our team can take a further look at this issue.

 

To send a Direct Message:

Click "Sign In" if necessary

• Click the "Direct Messaging chat" icon

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that 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

 

For an example of how to send us a direct message, check out this link:

https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514

 

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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4 hours ago

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