Visitor
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2 Messages
Urgent Complaint Regarding Unreliable Internet Service
Dear Xfinity Support,
I am writing to formally raise a complaint regarding the ongoing instability of my internet connection. I chose Xfinity because I expected a reliable service, especially given the premium I pay. Unfortunately, the frequent disconnections have made it increasingly difficult to trust the service.
Today, during a critical meeting with stakeholders where I was presenting, the internet abruptly disconnected. I was left asking, "Can you hear me?" in the middle of my presentation—an extremely embarrassing and disruptive experience. This is not an isolated incident; similar issues occurred just two days ago and have been happening repeatedly.
I attempted to troubleshoot the issue using the Xfinity app, but was redirected to the automated assistant. Despite repeatedly requesting to speak with a live agent, I was stuck in a loop of automated questions. This is unacceptable, especially when urgent support is needed.
I need a permanent resolution to this issue. If this continues, I will have no choice but to switch to a different service provider. I am also proceeding with filing an official complaint regarding the poor service and lack of accessible support.
Please treat this matter with urgency.
EG
Expert
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114.1K Messages
5 hours ago
The concern is not "accessibility / disability" help related............ Topic moved here to the proper help section, and for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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XfinityAdrienne
Official Employee
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1.6K Messages
4 hours ago
Good Afternoon, @user_z1assq! Thank you so much for taking the time to reach out to us here on the Xfinity Forums! I am very sorry to hear about the experience with your connection, it certainly is not what we want for our customers. I know how vital it is to have a solid connection while working, and would be happy to further troubleshoot with you. I do appreciate you sharing the details of what you have completed, can you please send us a DM to further assist you?
Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forum's page.
Here are 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
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