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shanega
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Visitor

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3 Messages

Tuesday, May 20th, 2025 4:36 PM

They broke my service

Today has been very trying.  I called this morning to change an appointment.  I could not get a human, so I chatted.  At the moment I did so, my internet went down.  

I have noticed every time since then when I use the chat my internet goes down.  

It seems like they are doing a modem health chgeck or something.  

Last night and this morning my speeds were 950 down/350 up - SOLID.  After the first time it went down I stupidly tried to troubleshoot using the app.  It said it was reprovisioning the gateway.  I had no choice.  It just did it.  Ever since then I get 350 down/ 5 up.  Like a lower tier customer.  I am a gigabit customer.  This is wrong.  I have an appointment for Saturday.  I cannot wait that long.  Is there any way in this world that I can actually talk to a human that will not say something like your modem is 5 years old?  I know it is.  And the tech that uprated my speed this week told me it was fine.  And it was fine last night.  It was ru8nning gigabit speeds.  950/350.  No problem.  It is fine. 

it was the reprovisioning.  i need real help.  From someone who is not just tier 1.  How do I get that?  I cannot afford to wait until saturday for an appointment to fix something they broke.  Please help.

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Updated 

1 month ago

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Again

Expert

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32K Messages

2 months ago

@shanega 

Today has been very trying.  I called this morning to change an appointment.  I could not get a human, so I chatted.  At the moment I did so, my internet went down.  

I have noticed every time since then when I use the chat my internet goes down.  

It seems like they are doing a modem health chgeck or something.  

Last night and this morning my speeds were 950 down/350 up - SOLID.  After the first time it went down I stupidly tried to troubleshoot using the app.  It said it was reprovisioning the gateway.  I had no choice.  It just did it.  Ever since then I get 350 down/ 5 up.  Like a lower tier customer.  I am a gigabit customer.  This is wrong.  I have an appointment for Saturday.  I cannot wait that long.  Is there any way in this world that I can actually talk to a human that will not say something like your modem is 5 years old?  I know it is.  And the tech that uprated my speed this week told me it was fine.  And it was fine last night.  It was ru8nning gigabit speeds.  950/350.  No problem.  It is fine. 

it was the reprovisioning.  i need real help.  From someone who is not just tier 1.  How do I get that?  I cannot afford to wait until saturday for an appointment to fix something they broke.  Please help.

Have you tried rebooting your device?  Shut down your computer.  Take the power cord out of the device and wait 30 seconds and plug it back in and let it finish its setup.  Turn on your computer.

Let us know if this helps.

(edited)

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XfinityJorge

Official Employee

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2.3K Messages

2 months ago

 

shanega Hey there! Thank you so much for using our Forums to contact our Xfinity Support Team and we are here happy to be able to turn your experience around. We know how important it is to have a reliable internet connection and we will work with you until your connection improves. To get started can you send us a DM with your full name and service address? Here's the detailed steps to direct message us: 
• Click "Sign In" if necessary 
• Click the "Direct Message" icon (upper right corner of this page) 
• Click the "New message" (pencil and paper) icon 
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list 
• Type your message in the text area near the bottom of the window 
• Press Enter to send your message
 

 

(edited)

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shanega

Visitor

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3 Messages

LOL.  I did this.  i was then admonished for sending a message the wrong way.  

" "“Please be reminded that sending unsolicited Direct Messages to an Official Employee of the Xfinity Community Forum, is a violation of Forum Guidelines. In the future we ask that you please find the most appropriate public board for your question type and post it there. If needed, we may invite you to send us a Direct Message.”"

More than that, I am having a very simple problem right now which is that all of my browsers on one machine are showing the XFINITY site and the XFINITY Site ONLY in Spanish.  There is not setting in the browsers set to Spanish.  it is XFINITY somehow and I cannot get hekp,.  Like I am crazy.  Like I am an idiot.  Like I am NOT a director of IT.  Horrible.  

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1 month ago

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XfinityOrlandoM

Official Employee

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2.2K Messages

@shanega

Thanks for reaching out to us we sent you that reminder as we request to make a post before you send us a direct message.

 

With the Xfinity site showing in Spanish that's the setting within your browser,  you can update that settings by clicking on the three dots in the upper right hand corner and going down to translate.  That will open up a box for you to update your language settings

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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1 month ago

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