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user_cg13zx
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7 Messages

Wednesday, November 5th, 2025 1:39 AM

received broken gateway cannot get proper service to just get a replacement

App keeps deleting my posts. 

I’ve circled Comcast’s pointless labyrinth of AI bots, web “support” deadends, and texts—and even went to the store and have not been able to get a solution to this very simple issue. 

Fire The handsome yet completely clueless “Tom Karinshak, President and Chief Customer Experience Officer“, Who is grinning face and folded arms I encountered numerous times trying without resultto resolve this very simple problem, 

and hire someone from a company like Amazon who understands the rudiments of customer service! 

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1 month ago

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user_cg13zx

Visitor

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7 Messages

1 month ago

longer version is I signed up for Xfinity now service, the company mailed me a broken device, and there has been no way to just get a replacement— either through the frustrating and time wasting bots, customer service call line which just hangs up on me, garbage xfinity app, or website. 

[Edited: "Inflammatory"] 

(edited)

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XfinityBenny

Official Employee

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1.2K Messages

1 month ago

@user_cg13zx Thanks for adding a post. We can help with Xfinity Internet, TV, Voice, Home Security, and Xfinity Mobile products. For help with NOW products use their support page here https://www.xfinity.com/support/now. 

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user_cg13zx

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7 Messages

Utterly useless advice.  Do you not think that I did not go through all of the worthless possible channels on that site?  I have screenshots of each step of the process. All of them are dead ends.  how is this company so cheap? 

I have been through all of those menus multiple times. I went into a store and the employees could not help me. At this point my next steps are going to be to talk to the landlord about the FCC ruling, preventing apartment complex owners from forcing tenants to use the same ISP, in this case, Comcast. given that one cannot achieve the most basic rudiments of customer service with Comcast, I will also be filing a complaint with the state Attorney General.

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1 month ago

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user_cg13zx

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7 Messages

1 month ago

Menus and deadend AI “advice” availableon the super helpful Xfinity Now site linked above.

(edited)

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user_cg13zx

Visitor

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7 Messages

1 month ago

next helpful answer from the [Edited: "Inflammatory"]:

(edited)

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user_cg13zx

Visitor

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7 Messages

Following the link the “Official Employee” sent brings you to the same menu of useless stupidity, you have already seen before— like a lost and drugged wanderer in a 1980s fantasy movie who keeps returning to the same clearing:

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1 month ago

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XfinityRoberto

Official Employee

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2.1K Messages

Thank you so much for the screenshots. If you click on troubleshooting it will take you to a representative. 

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

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1 month ago

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user_cg13zx

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7 Messages

1 month ago

Note that I ran the troubleshooting function multiple times yesterday. It helpfully told me the gateway was not working— something I had already observed all by myself.

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