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user_zhl8y5
1st Topic

Visitor

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1 Message

Friday, August 28th, 2026 12:37 AM

My wifi drops and nobody can help me

I have had this internet provider for almost 2 months and this entire time I've had constant wifi issues. For some reason I cant get the proper help to solve this issue. Any time I try to call in or use AI assistants it's the same runaround. They tell me "turn it on turn it off". "Is it working now? Good have a nice day". (BTW i dont understand why its so hard to get ahold of a real person instead of AI). I shouldn't have to restart my router multiple times a day. That includes factory resets when needed. I've had a technician come out and replace my coax cables. This did not solve the issue and they had the nerve to charge me for a service that did not aid me in any way. Im not sure what els to do at this point besides type up this complaint and find a new provider. 

Question

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Updated 

11 hours ago

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XfinityCliff

Official Employee

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563 Messages

1 day ago

Hello and thank you for reaching out on our Xfinity Community forums @user_zhl8y5!

I can absolutely understand your frustration. After only a couple of months with the service, having to repeatedly reboot your equipment, perform factory resets, and even schedule a technician visit without seeing any improvement would be incredibly disappointing. I also understand how exhausting it can feel when you're looking for answers and don't feel like you're making any progress toward a resolution.

We'd like the opportunity to take a closer look at what's been happening and review the work that's already been completed so we can determine the best path forward.

Please send us a Direct Message* with your full name and complete service address, and we'll dig into the account, review the technician visit, and investigate the ongoing connectivity issues further.

We appreciate you taking the time to share your experience, and we'd like to do everything we can to help get this resolved.

How to Send Us a Direct Message*:
(*Note: Never send a direct message to us unless requested by us.)

  1. Click "Sign In" if necessary.
  2. Click the "Direct Messaging" icon or visit Xfinity Direct Messaging.
  3. Click the "New message" (pencil and paper) icon.
  4. In the "To:" line, type "Xfinity Support".
  5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
  6. An "Xfinity Support" graphic will replace the "To:" line.
  7. Type your message in the text area near the bottom of the window.
  8. Press Enter to send it.

Click Here For an example of how to send us a Direct Message.

(edited)

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EG

Expert

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120.4K Messages

11 hours ago

@user_zhl8y5 @XfinityCliff 

Please circle back here and post any possible solutions for the issue here in these open public forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.

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