Visitor
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1 Message
Wifi down
We are experiencing a problem with our Xfinity wifi at home. We called your customer service line and were connected with a representative that sounded like they were from India. They explained that because Xfinity was having so many problems with internet connectivity, they'd need to send us a new modem that was affiliated with AT&T...they further informed us that we'd need to pass a credit check with AT&T to receive the modem.
Since when does Comcast/Xfinity outsource services to AT&T? Why do I have to pass a credit check with AT&T?
This all sounds very fishy. Do we need to find a new internet provider?
EG
Expert
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121.8K Messages
4 days ago
Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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XfinityAirelle
Official Employee
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3.6K Messages
4 days ago
That definitely does not sound right. Xfinity would not send you an AT&T modem or require you to complete an AT&T credit check to replace Xfinity equipment. Regardless of where the representative was located, the instructions you received are concerning and should be treated as suspicious. Please do not provide your Social Security number, payment information, or any additional personal information.
What phone number did you call, and did you provide the representative with any sensitive information?
For the WiFi issue, please sign in through the Xfinity app or Xfinity Status Center to check for any reported service interruptions and troubleshoot your gateway. If no service interruption is listed, please let us know what color the light is on the gateway and whether it is solid or blinking. We can continue troubleshooting from there.
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