Monday, May 27th, 2024 4:19 PM


The cumulative number of hours I have WASTED over the past 5 years from attempting to get in touch with Xfinity is alarming, not to mention I never leave an interaction with Xfinity feeling good about the service I received. It's not the employees fault-- it's the forced automations on the phone tree and with the assistant. The phone tree typically ends up hanging up on me and it takes me several tries to trick the system in getting me to a human. Do better. This is embarrassing. If I wasn't forced by my apartment buildings to use Xfinity I wouldn't reccomend it to a single person I know-- not even my worst enemy should have to deal with this. 

Issue: My modem is not working. It does not reach to my second bedroom in my apartment. I need a new one ASAP. How do I request a new one without spending an hour on the phone. 



104K Messages

17 days ago

Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.

Official Employee


1.3K Messages

17 days ago


user_g7upib Hello, and thanks for reaching out with your request for a new device. We can have one shipped to you pretty easily, or if you have a store near you, they can swap at anytime. If you prefer shipping I'm happy to help, and you will find us easier than the other methods! 

Can you send us a direct message with your full name, name of account holder (if different), and service address please?

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon (speech bubble)

Click the "New message" (pencil and paper) icon

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

- As you are typing a drop-down list appears. Select "Xfinity Support" from that list

- An "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


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