Visitor
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2 Messages
Xfinity Support internet
About one week ago my internet started cutting out intermittently when watching TV, then it would drop off altogether.
I finally contacted customer support. They told me my modem was connected to another user. I am the only person in my house, this modem is the only one I have ever used. I don't understand how suddenly my internet was having issues, then to learn that it was attached to another account.
Then as I was working on chat with a customer service rep and asking these questions I was dropped from one rep to another until I called. From that point, it took over 30 minutes for that rep to stop asking me the same questions repeatedly and placing me on hold over and over. I had asked several times to be transferred to sales to have my account canceled. At that time, the phone rep finally told me she was going to place my original modem to my original account back on my account from the person who stole it from me, something Xfinity allowed to happen without my consent..... Now I am without internet completely for 24 hrs.
How does attaching my modem to another account happen without my consent? How can I be charged for full service after this has happened?
Further, I would like to have a credit placed on my account. for the full week of issues I have experienced.
XfinityJamesC
Official Employee
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2.1K Messages
4 months ago
Greetings, @user_924c17! Thanks so much for taking a moment out of your busy day to leave a post on our community forum. I'm sorry to hear you're having issues with your modem, but you have definitely come to the right place for assistance.
If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.
To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.
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