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user_hhe6gp
1st Topic

2 Messages

Tuesday, September 24th, 2024 2:37 PM

Closed

Problem with Internet Speeds, can't reach customer service

Posting here since Xfinity deliberately makes it impossible to reach customer service. 

I've been dealing with my internet dropping for months. First tech came and installed a new modem. That didn't work. Second tech came and said new modem was bad, then gave me another new modem. That didn't work. Third tech got confused on where my house was and drove away. Fourth tech came, said something was wrong with my speeds and said they'd said someone out to do external work on my line. To my knowledge that never happened because the issue persists. I'm trying in vain to reach customer service to update them on my issue (because the random techs seem to know nothing) and I'd also like to leave a note on my account with instructions on how to reach my place of residence because it's not easily visible from the street. 

Question

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Updated 

5 months ago

47

3

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CCKrista

Retired Employee

 • 

1.5K Messages

9 months ago

Hello @user_hhe6gp, thank you for taking the time to reach out on social media.  I understand your concern with the connection, and I'd like the opportunity to check into that for you.

 

To access your account, will you please send us a direct message with your full name and complete service address.

To do so, click on the chat icon located at the top right of this forums page.

Here's the detailed steps to direct message us:

  • Click "Sign In" if necessary
  • Click the "Direct Message” icon (upper right corner of this page)
  • Click the "New message" (pencil and paper) icon
  • Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
  • Type your message in the text area near the bottom of the window
  • Press Enter to send your message

2

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user_hhe6gp

2 Messages

There is not an option to message you directly. Who should I be directly messaging? 

9 months ago

0

CCKrista

Retired Employee

 • 

1.5K Messages

Thanks for reaching out. I rely on my internet daily and can appreciate you wanting it to work consistently. I'm happy to work with you until we get it fixed. 

 

To get started will you please provide your name and the name of the account holder if different, and the full service address including city, state and zip code?

9 months ago

0

EG

Expert

 • 

111.3K Messages

9 months ago

@user_hhe6gp 

You need to use the xfinity Support name as was stated.

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user_yny5wi

1 Message

5 months ago

How do you even get a tech to come? I can't talk to anyone in customer service - there is no way to reach them. 

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