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sdelzer71
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Friday, May 17th, 2024 11:35 PM

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Prepaid Wifi

I’ve just been getting the run around with the Xfinity folks saying they have a dedicated team for the support of prepaid Wi-Fi which is just the Xfinity assistant which is useless. Call the 855-Prepaid number which sends you a link to the Xfinity assistant. The Xfinity technicial support says they have limited access to the prepaid side of things. So how is anyone going to get technical support for their device when their internet doesn’t work.  I’ve spent the majority of the day chatting to someone who can’t even help me. 

Question

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Updated 

8 months ago

259

3

EG

Expert

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110K Messages

11 months 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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XfinityBradM

Official Employee

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915 Messages

11 months ago

Hey there, @sdelzer71. Our team can definitely understand how stressful and irritating it is to have issues with your internet connection. We all work from home on this end of the screen so we can completely relate to how it causes you to make arrangements that you didn't expect. What sort of issues are you experiencing? Have you done any troubleshooting steps from your end?

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sdelzer71

2 Messages

@XfinityBradM​  I’ve checked the coax connections on the pedestal and inside. Factory reset the modem. Spent 4 hours chatting with “support” only to tell me in the end that it’s prepaid and they don’t have access and I need to call the 855-Prepaid number which is useless, can never get to chat with an actual person. The one agent said that my service was disconnected? But it was working that very same day. I tried to activate it again but it just goes to my prepaid dashboard saying I have 22 days left. I’ve filed a complaint with the BBB and will call corporate office on Monday. 

11 months ago

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XfinityBradM

Official Employee

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915 Messages

We have limited access to the pre-paid accounts due to the self-service options, however, we can still troubleshoot those accounts from our end. If you could please send me a DM with your first and last name along with your full-service address, we can get started.

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon or https://comca.st/3EqVMu7

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

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

 - As you are typing a drop-down list appears. Select "Xfinity Support" from that list

 - An "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

See https://comca.st/3KQF8q9 for an example.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Was your question answered? Please, mark a reply as the Accepted Answer.tick
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

11 months ago

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user_6rjihj

1 Message

8 months ago

Literally having this same exact problem right now !! It’s so frustrating I paid for the service and can’t use it !

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user_kkqhi6

1 Message

@user_6rjihj​  I contacted the area and regional sales managers and they immediately got in contact with the local store and got us signed up with a standard plan, credited us the month that we lost with the prepaid and a special discounted price for a year of $30 a month. I would find out who your area sales representative is and speak with them 

8 months ago

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