Visitor
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1 Message
Technician failed to fix internet, customer service hanging up after an hour in the phone
Paying for 2.1gbps. For the past month I've been getting an extremely unstable 100-300mbps with 100-300ms of ping.
Had a technician come out almost 2 weeks ago, determined it was something to do with the box on the side of my apartment. Told me he would file a Work Order to have it fixed within 24-48 hours. Like I stated before, that was almost 2 weeks ago and nothing has been done. Today 11/4/25 i sat on the phone with customer service for them to tell me they have no idea and will send yet another technician out to look at my modem. Tried explaining to them that I already had a technician come out and determined it was the box, and that it was supposedly a different department that has to fix it. Customer service said there was no work order ever placed and told me I had to schedule.
Customer service said they where getting an error trying to schedule a technician and proceeded to hangup on me.
Can someone explain to me how I get my internet fixed since Noone at xfinity seems to know what is going on?
XfinityNatalie
Official Employee
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435 Messages
7 hours ago
Hey there , ZekeKoob! We appreciate you reaching out to us with your recent Internet issue and technician visit journey. I am sorry to hear your issue has still not been resolved as expected. I can assure you that you have reached the right team to get to the bottom of this matter!
Let's take a further look at the appointment history details. Please send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account.
To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon click the "New message" (pencil and paper) icon then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.
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