Visitor
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1 Message
Service issue
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10:25 AM (19 minutes ago)
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On 9 October 2025, all my xfinity service abruptly stopped.
I attempted a chat (1 1/2hours) that was unsuccessful in restoring service and being able to inform me why a stop service order was placed and by whom.
I requested a transfer to a live representative. Over SIX hours later and after speaking with 13 representatives, my internet was reconnected. My landline and cable were non-functional until 10 October 2025 when I once again had to call in.
After a service call, my basic service was restored. I still do not have access to landline information displayed on the TV. My Ring doorbell is offline and cannot be reconnected.
Not only did I spend an unacceptable amount of time resolving an issue that wasn't my fault, but it was extremely frustrating to be dealing with a company that is SO compartmentalized and keeps shuffling customers from one department to another. Why can't complex issues be transferred to an upper level supervisor to resolve? None of your employees could/would tell me who placed the order to stop service. Many of them "had never seen something like this". Each one of the 13 employees vowed to solve my problem.
I am raising this issue in the hopes that this issue can be investigated and resolved so that customers do not have to go thru the frustrating interactions that I went thru.
I await your response.
XfinityFrank
Official Employee
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1.8K Messages
23 hours ago
Hi there, @user_09cwsf! Thanks for reaching out to us here on the Community Forum and sorry to hear about the service trouble and difficulty getting a resolution. We would be more than happy to assist with the caller ID on TV issue and pass along your feedback on the experience. While we don't have the means to troubleshoot RING devices fully, we can verify if the internet is fully functional. Please send a direct message to us by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your full name and complete street address.
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