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user_i7hj1t
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3 Messages

Wednesday, August 20th, 2025

Wifi Disconnection

I have been trying to contact a real person for the past few days with various Xfinity numbers, which end up with me sitting on a quiet line forever. I paid my bill for services yet I still have no wifi connection in my home. I am in school, and I have not been able to do my work in the comfort of my own home. I am coming to believe this is a scam and I am getting pretty upset!

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3 days ago

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user_i7hj1t

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3 days ago

I also thought that responses are somewhat quick, but it has been quite some time now.

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XfinityDilary

Official Employee

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2.5K Messages

3 days ago

Thanks for posting on our Community Forums for assistance, user_i7hj1t. I'm sorry to hear about the service disconnection. This is not the service we aim to provide, and we would like a chance to help turn this around. What troubleshooting steps have you tried so far? Did you try rebooting the modem manually or through the Xfinity App? 

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user_i7hj1t

Visitor

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I have tried both. I have been trying for the past 48 hours as well as calling multiple times, and nothing has changed.

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3 days ago

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XfinityJohnG

Official Employee

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2K Messages

We can definiltely look further into that from here for you. Can you send me a direct message with the full name and complete address for the service? 

To send a direct message [private message]:

   Click the "Direct Message" icon or  https://forums.xfinity.com/direct-messaging

   Click the "New message" (pencil and paper) icon

   The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.

   - As you are typing a drop-down list appears. Select "Xfinity Support" from that list.

   - An "Xfinity Support" graphic replaces the "To:" line.

   Type your message in the text area near the bottom of the window

   Press Enter to send it

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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3 days ago

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