Visitor
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1 Message
Unresolved Xfinity WiFi hotspot provisioning issue — ticket [Edited]
I have now spent more than an hour with Xfinity support trying to resolve an account provisioning problem. My Xfinity home Internet service is active and working normally, but when I attempt to use the public “xfinitywifi” hotspot network, Xfinity’s authentication system incorrectly reports that my Internet service is inactive.
The chat representative eventually acknowledged that this appears to be an Xfinity WiFi hotspot authentication/provisioning issue and created ticket [Edited: "Personal Information"].
I then requested a supervisor and a customer-service survey. The representative called me and repeatedly asked me to close the chat. I declined because the issue was unresolved. He told me he would escalate me to a supervisor, placed me on hold, and then closed the chat himself. I have now remained on hold for 17 minutes without reaching a supervisor.
I am requesting assistance from the Xfinity Digital Care/corporate team with [Edited: "Personal Information"], specifically to correct the hotspot entitlement/provisioning on my account. I would also like today’s customer-service interaction reviewed. I have screenshots documenting the conversation.
[Title Edited: "Personal Information"]
XfinityAngie
Official Employee
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3K Messages
3 days ago
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1. Click "Sign In" if necessary.
2. Click the “Direct Messaging” icon.
3. Click the “Start new conversation” (pencil and paper) icon.
4. In the “To:" line, type “Xfinity Support”.
5. As you type, a drop-down list will appear. Select “Xfinity Support” from that list.
6. An “Xfinity Support” graphic will replace the “To:" line.
7. Type your message in the text area near the bottom of the window.
8. Press “Enter” to send it.
https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514
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