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Visitor

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44 Messages

Saturday, May 3rd, 2025 3:59 AM

How do I get to a live person?

Just spent an hour calling, texting, going in complete useless circles with their virtual agent. The virtual agent is absolutely STUPID!  How do I get to a live person that can actually help me? In the meantime, I'm looking up other local internet providers. This is absolutely ridiculous and a complete waste of my time.

Official Employee

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2.2K Messages

1 day ago

@user_2ee314 Thank you so much for reaching out for help. This time of night, it may be hard to get live support as most of our teams have already closed. Here in the Xfinity community forum, we can share issues with the community for others who may be having the same issue, so they may benefit from the resolution. If you could provide more information on what you need assistance with, we can better help.

Visitor

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44 Messages

The PROBLEM I'm having is that I got an email from Netgear telling me my modem/router will no longer be serviced, so I need a new modem/router. BUT WHICH ONE? Your AI agent is completely useless, constantly asking me what my problem is, and when I tell "IT" what my problem is, it wants me to reboot my system and check my system diagnostics. XFINITY'S AI AGENT IS A COMPLETE MORON AND XFINITY NEEDS TO PROVIDE LIVE SERVICE LONGER BECAUSE IT'S AI IS COMPLETELY STUPID!

So if you want to help, try! My modem/router is STILL on Xfinity's website as a valid modem/router. That's great! But that means ALL THE OTHER ROUTER/MODEMS on Xfinity's site might also be going out of service soon. I don't want to buy a new one only to find out in a month it's going out of service.

So, what's the MOST RECENT combined modem/router added to Xfinity's site that will be around for a LONG TIME?

Official Employee

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2.2K Messages

@user_2ee314 That does happen, and it can be frustrating when your modem is no longer supported by the manufacturer, but not a problem at all. I can help get you pointed in the right direction to make sure you know what modem options will support your speeds. All you need to know is what speed you currently have. If you check out our Device information page. You can enter your address and pick the speed you are looking to support. From there, it will show you a few images of the modems we would support from a 3rd party with your speeds. If you are in a Next Generation area and receive an increased upload speed, you can check out the blue tile at the bottom of the page to view all compatible devices. This will bring up a PDF list of all the 3rd party devices. The top section, "Next Gen Speed tier," will be the devices you will need to check out to take advantage of those higher upload speeds. 

We, of course, also show you our Xfi gateways options if you are interested in renting one from us. The Newest model that this available everywhere is the XB8. The XB10 is only available in limited markets at this time, but the device info page should show the details if you are in an area where it is available. You can check out the device specifications for our Xfi Gateways here

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

Official Employee

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2.2K Messages

I do understand that sometimes getting a call or calling in may be easier. However, we do deal with issues on our Xfinity community forums through messaging. This is our most efficient and effective means of communication with our customers, while having a written transcript of the interaction for future review if needed by you. You're welcome to call our phone support at 1 (800) 934-6489 or 1-800-266-2278. Otherwise, we are happy to continue assisting you on this platform!

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
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
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

Visitor

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44 Messages

Oh it's definitely NOT the most efficient OR effective. I would not have wasted now over an hour of my life trying to find a single answer. 

Visitor

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44 Messages

Please tell me when my contract is over? 

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