1 Message
Xfinity WiFi new service
I signed up for service to start a week ago. I bought my own modem. I tried to connect it in the app and it keeps telling me I have to purchase Internet after I already have a bill and I’m already signed up for Internet for one gig I have been trying to talk to the bad I tried calling. I can’t get a hold of anybody. My service doesn’t work. The app is not letting me connect my modem to continues to prompt me to purchase Internet. I called originally to sign up for Internet. I need to make an appointment to have somebody come out to my house to fix this. How do I get a hold of somebody? I also want to dispute my bill because now I have a week that I’ve been paying for nothing.
EG
Expert
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108.5K Messages
5 hours 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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XfinityOrlandoM
Official Employee
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1.7K Messages
5 hours ago
@user_v3hdlh
Thanks for reaching out to us I do apologize for any inconvenience you're having activating your personal own modem. Generally when you sign into the Xfinity app and Scroll down to activate modem it should ask you for your Mac address and the model of your modem to activate it or give you the option to scan the QR code on your modem.
but let's go ahead and take a deeper look at your account so we can make sure you're able to enjoy the services you purchased. Go ahead and send me a direct message including your account address and your first and last name.
To send a direct message you may need to:
Click "Sign In"
Click the "direct message" icon
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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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