Xfinity support

I bought xfinity internet the other day. But I cannot get my modem to connect in order to set it up. I've needed a technician from the day I bought it. Why is it so impossibly hard to communicate with a live person? I never would have signed up if I knew this.

Responses

CCXanadu

Retired Employee

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300 Messages

2 years ago

Hi there! A few things you want to check out first;

If your address had service provided by another provider, connecting our equipment to their connection would not work and a professional installation would be needed.
If your service has never had our service in the past or it has been over a year since we last provided services, this may require a professional installation.
If there are multiple coaxial outlets in your home, please be sure to try each outlet as any one of them can be what is connected to our equipment outside of your home.
The Xfinity app will walk you through activation and provide you with steps on what troubleshooting options to try. If after going through those and there is still no signal, the app will schedule a technician with you all on your device! You would have to create your Xfinity ID and associate that to your new account to get started. But, most Get Started Kits have a QR code that can be scanned to start the activation process.

We really try to make it easy and if you have any additional issues after using the app for activation and still don't have a technician visit scheduled, then we can help take a look. The app also has a lot of ways to get you in touch with Xfinity directly! The Xfinity Assistant can be launched from the app, you can schedule a callback, and our socials are listed as a reference as well!

Please let me know if you need any additional assistance and if all of the outlets have been tried in your home.

2

KB

K.burnett

Visitor

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2 Messages

2 years ago

The app is poorly designed. I click on the chat icon, nothing. I click schedule and appointment, nothing. Both links bring me to a blank screen and I cannot do anything with it. Also, I just got the service 2 days ago yet a full month's bill is due in 2 weeks. How does that work??

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XfinityMarcus

Official Employee

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1.4K Messages

That is a great question, we do bill a month in advance and this is the usual process for any postpaid or non-prepaid service. The bill due date is something that can be changed though if the current date that is set does not work well for you. With regard to the app designed, we would love to gather your feedback on potential improvements that we could implement here: https://support.xfinity.com/svp-contact-form. The chat and appointment options not working for you are a concern though, as the functionality should be there for those particular features. I would be happy to take a closer look at your account on our end to get a better idea of where things stand. Our number one priority is ensuring you are up and running. Can you please send us a DM with your full name and complete service address to begin? If the account owner is someone other than yourself, please include their full name as well.

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2 years ago

0

Customer Service

K.burnett

Xfinity support

CCXanadu

K.burnett

XfinityMarcus

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