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user_89jwcw
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3 Messages

Tuesday, July 29th, 2025 2:18 AM

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Xfinity Assistant Terrible Experience

I’ve been experiencing ongoing issues with my internet service, and the Xfinity Assistant appears to be the only option for service. The experience has been awful. It keeps taking me through the same troubleshooting steps that fail every time, and when I ask for an agent, it doesn’t connect me to a person, despite repeated attempts. Horrible customer service. 

Question

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Updated 

8 months ago

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XfinityDuron

Official Employee

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627 Messages

8 months ago

Hello there @user_89jwcw I want to thank you for taking the time to reach out to us for help with your services. Do you care to share with me exactly the issues you are experiencing at the moment? 

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user_89jwcw

Visitor

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3 Messages

My internet has been out since yesterday. Restarting the router does nothing and remote attempts to fix it have not helped. We need support ASAP as we have two people working from home. 

8 months ago

0

XfinityOrlandoM

Official Employee

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3.2K Messages

@user_89jwcw

Thanks for clarifying, when you get on our Xfinity app do you see that your modems online or does it show the modem offline or is it listing there's a service interruption in the area?

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

0

user_89jwcw

Visitor

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3 Messages

It says it’s offline. There are no outages in my area. Can someone please call or chat me to efficiently resolve this issue?

8 months ago

0

XfinityRaul

Official Employee

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2.7K Messages

@user_89jwcw I can definitely help find a solution to this service interruption you're experiencing. Just in case you weren't aware, you can connect to one of our Xfinity hotspot signals while we get your service working again. To find your nearest hotspot, go to xfinity.com/wifi and enter your zip code. Once you are at the location, follow the instructions at xfinity.com/wifi to join the hotspot.

Please send a direct message by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

8 months ago

0

user_0bb5jr

Visitor

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1 Message

8 months ago

So did this work? I’m having a terrible time getting a tech person to visit. Thank god the tv is still working etc. Just the dvd 

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XfinityVictor

Official Employee

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2.1K Messages

user_0bb5jr Hello I am sorry you are having service issues. I am happy to be of assistance. Can you please send us a DM. You can start by clicking the chat icon located in the top right corner of your forums' page when signed in. Once there, you can direct your messages to "Xfinity Support." Please add your full name and service address to help us locate your account. Let me know if you have any questions. 

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

8 months ago

0

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