RE: what is the xfinity support email address

I'm customer since 2002 (AT&T -> Comcast -> Xfinity). The cable service was OK until late 2021. After that I have intermittent interruptions/slowness. Yes, I know I should power off / power on my modem and I did, however it didn't help. I did follow your "[Edited: "Inflammatory"] instructions" it didn't help either. In addition to Xfinity I have backup wireless link and I never had a problem when it failed over from Xfinity. Last night (10/28/2023 ~8:00pm[mdt]) my speed dropped down to ~800kb/s, and massive packet lost in 24.124.175.xxx (all belongs to Comcast/Xfinity) in my traceroutes (I have screenshots of that). I tired to contact customer service to get some answers, however I was only getting robo-answering system which [Edited: "Language"]! Why it's not possible to talk with a human??? In final effect I didn't get ANY HELP! I tried to find a customer service contact like a email or telephone number - I learned that it doesn't exist, or is hidden that average user can not find it. Again, [Edited: "Language/Inflammatory"]!

Somebody at XFINITY did destroy a good service and customer service, [Edited: "Inflammatory"/"Language"]

This post was created from this comment on different post

Responses

XfinityLinda

Official Employee

•

1.8K Messages

1 year ago

Thanks for connecting with us here in our community, @user_cmgrpr. We are sorry to hear about the trouble with your internet service. We are happy to help and appreciate you letting us know about the troubleshooting you have started with. Since this didn't help, please send us a Direct Message with your name, and complete address. We look forward to your reply.

To start a Direct Message: 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.

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user_cmgrpr

3 Messages

Linda, I believe that I described my frustrations good enough. I'm working in IT since ~1993, since lat 20+ years I'm designing, implementing and supporting infrastructures for >30M end users. In 2002 I decided on "AT&T cable" because it was only option in my location, and I don't regret it, for my needs it was good service until ~2021/22... after that I started to experience latency, connection drops, etc. mostly between 11:00am and 4pm[mst/mdt] I'm not a gamer and 100Mb/s download and ~5Mb/s upload is good enough... how long it's stable and if something goes wrong "a human" can tell me that it's temporary and "the human" can tell me when the problem will be resolved.

Last night my connection speed dropped to <1Mb/s, I saw lot of package lost in the 24.124.175.xxx gateways (I have screenshots and I can provide it if you ask), as you know this range is belonging to Comcast/Xfinity.

Today my download speed is <= 30Mb/s... and so on...

Xfinity is one of the main ISPs in the US, you should provide service quality and inform customers when something is going wrong.

As mentioned in 2002 this service it was my only choice, however since last ~5 years I can get UTOPIA + Xmission 250Mb/S In and 250Mb/s out for almost the same price (+/- $5).

1 year ago

0

CCDanielB

Official Employee

•

252 Messages

@user_cmgrpr Could you please send our team a direct message. Our team can most definitely take a further look at this issue.To send a "Direct Message" ("Private") message:
Click "Sign In" if necessary
• Click the "Direct Message 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 which appears. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window

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

1 year ago

0

U

user_cmgrpr

3 Messages

I just got information about your your post on 11/5/2023 4:00pm[MST]. Since the problem occurred I have download speed up to 30Mb/s and 6Mb/s upload.

I do still have intermittent connections problems between 11:00am[MST] and 4:00pm[MST]... they last only for 5 - 30 seconds but in my case they are very frustrating, I have to renew/restart many of my analytics on my clients sites...

Xfinity mentioned few months ago about some infrastructure changes. I would assume it should be resolved in range of hours, maybe days BUT NOT MONTHS...

BTW, I'm confident about network infrastructure in my house.

1 year ago

0

XfinityAlyssaA

Official Employee

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1.8K Messages

Good evening @user_cmgrpr, we are sorry to hear that you are still experiencing connection issues. Our team would be happy to troubleshoot further and if need be, schedule an appointment with one of our expert technicians to com e investigate. Rest assured, we want to do everything we can to help get this resolved. To get started, can you please send us a Direct Message with your first and last name along with the service address on the account including any applicable unit or apartment numbers?

To send a "Direct Message" ("Private") message: Click "Sign In" if necessary

Click the "Direct Message 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 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

We look forward to working with you further!

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

1 year ago

0

U

user_o207qv

1 Message

1 year ago

Hello Xfinity,

I am contacting you extremely disappointed demanding my money back. I’m a journalist college student, your company stole $25 from me on December 26, 2023. I have MULTIPLE screenshots with false lies your employees have told me promising me I’ll get my money back. HOURS AND HOURS WASTED SPEAKING TO YOUR LYING CUSTOMER SERVICE REPRESENTATIVES. Your company took $104 from my bank account when it was only supposed to take $78. Where is my money? An American billionaire company keeping it’s clients money sounds nice to read on a news headline.

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XfinityLinda

Official Employee

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1.8K Messages

@user_o207qv We appreciate you connecting with us here about your experience. We are happy to assist. Since this is a 5-month old thread, please find the best board to author your question or concern, and post your question publicly. This will open a ticket in our system for us to assist. We look forward to your post.

(edited)

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

1 year ago

0

Customer Service

user_cmgrpr

RE: what is the xfinity support email address

XfinityLinda

user_cmgrpr

CCDanielB

user_cmgrpr

XfinityAlyssaA

user_o207qv

XfinityLinda

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