Visitor
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1 Message
The website says I need to call but I cannot connect with an agent
I saw something at one point that said I can upgrade my modem. So since my internet has been so awful and a tech can’t get hear in a timely manner I was trying to see if I can upgrade my modem online but every time I click new equipment it says I need to call. So I call and the automated system tells me to do it online. I CANNOT DO IT ONLINE! So it keeps sending me in a loop and won’t let me speak to anyone. Why tell me to call if I can’t even connect with a live agent when I call? The Xfinity assistant does the same thing. I’m so glad there’s two new internet options in my area. This is ridiculous. It should NOT be that hard to connect with a human if that’s what the website tells me to do.
XfinityDemitrius
Official Employee
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2.7K Messages
3 hours ago
Hey @user_ftl7n8. Thank you for visiting our official Xfinity Forums Community support page. If you are experiencing issues with the services, receiving a different modem would not resolve the underlining issue. We would be more than happy to assist in troubleshooting the services and seeing if an In-Home Service Visit is needed to help make the services more reliable.
Have you performed any troubleshooting already? Could you please ensure the coax cable is secured to both the outlet and modem? Can you also ensure the coax cable is in good condition with no hard bends, cuts, kinks, or bite marks that could interfere with the modem connectivity? We hope to hear from you soon.
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