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user_3qzdz7
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Friday, April 10th, 2026 9:51 AM

Problem with the Service Of A New Apartment

Morning, I'm moving to a new apartment and need to transfer my service to the new location. I tested the new apartment's connection and found the internet service is active, but the speed is way lower than the 85mips of my Essentials. Normally I would call Xfinity tech support, but never can get through because your computer won't let me, till I let it sends a "reset" to my modem. As an engineer who ran the data systems for several F1 teams (!) I can assure you sending a reset to the modem on my existing service isn't going to fix the service of my new location! So, what can I do to contact Xfinity tech and get the problems resolved? I'm scheduled to complete the move next week on Wed, the 15th and need to get the connection up and running by then. Thanks [Edited: Privacy]

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user_3qzdz7

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6 hours ago

Seeing no response to my first message from Comcast, I thought I would add this to my post. After my original post I called Comcast's customer service hoping I might get lucky and actually got to a real live human! Then as we were discussing my issue we got cut off and I was taken back to the first level of the phone tree! Not only would the computer not allow me to return to the human, but on subsequent call backs it would only let me talk to another computer or push me online chat. And then Comcast sends me a text asking how my call went! You gotta be kidding!

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XfinityCliff

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Hello @user_3qzdz7 and thank you for reaching out on our Xfinity Community forums for assistance.  And thank you @EG for shining a light on this for us!  We're definitely here to help! ❤️

In order to further assist you, please send us a direct message* (I've posted some handy instructions below).  Please include your full name, and your current and new service addresses.  Once we have you verified on the account, we can then assist you with addressing your concern.  

How to Send Us a Direct Message*:
(*Note: Never send a direct message to us unless requested by us.)

  1. Click "Sign In" if necessary.
  2. Click the "Direct Messaging" icon or visit Xfinity Direct Messaging.
  3. Click the "New message" (pencil and paper) icon.
  4. In the "To:" line, type "Xfinity Support".
  5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
  6. An "Xfinity Support" graphic will replace the "To:" line.
  7. Type your message in the text area near the bottom of the window.
  8. 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/697ba1…

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1 hour ago

EG

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2 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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