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robert0113
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Regular Visitor

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22 Messages

Monday, May 26th, 2025 4:23 AM

no internet

No internet.  No security cameras.  No home network apps.  Xfinity says they have an issue with their cables to my home.  They say ‘ make an appointment’

We are in Europe for 4 weeks.  

I asked them about any technical issues before we left.  

they said, no problem, we can resolve these issues remotely!  

HELP.  

Question

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Updated 

21 hours ago

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NoNoBadPuppy

Problem Solver

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575 Messages

1 day ago

Depending on the issue you are having, some issues can be rectified remotely, but if there is no feed into your gateway, they will not be able to do anything at all remotely. It could be your gateway. It could be a problem with the feed coming into your home. It could be a problem with your home electrical system.  Do you have anyone in the area of the home that can perhaps drop by your property and see if your power running (they can look at your meter to see if it is running), and to visually check the cable line going to your home?  I hope it gets sorted out.

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robert0113

Regular Visitor

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22 Messages

Power was not lost and power is on, however Xfinity CS said there was an outage in my area two days prior to my equipment going offline.  

Before I scheduled my overseas trip, Xfinity CS told me that any of their service interruptions could be remedied without my being at the house.  

Apparently that was not accurate. 

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22 hours ago

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EG

Expert

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110.6K Messages

1 day 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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XfinityWilliam

Official Employee

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1.3K Messages

1 day ago

 

robert0113 We can take a look at your account and see what is going on. Will you please send our team a direct message with your full name and full address?
~~~~
To send a "Direct Message" message:
• Click "Sign In" if necessary
• 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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robert0113

Regular Visitor

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22 Messages

Thank you.  That exercise was completed yesterday.  Did Xfinity verify my account?  

I have no idea as they no longer respond to my questions.  They say 24/7/365 support…… 

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23 hours ago

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XfinityJeniece

Official Employee

 • 

3.1K Messages

 

I am not showing that we received a Direct Message from you. Are you able to send us another direct message? We would be happy to help you with your internet connection issues. We are open 7 days a week on this platform 365. However, we are available from 6 AM - 1 AM EST. We look forward to working with you!

 

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

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22 hours ago

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robert0113

Regular Visitor

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22 Messages

@XfinityWilliam​ 

I would like to send a direct nesssge but your directions don’t make sense to me.  

I can’t find a ‘direct message’ icon. where to locate?  

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21 hours ago

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XfinityJeniece

Official Employee

 • 

3.1K Messages

 

No worries! Here are those instructions again. Let us know if you are having issues. 

 

 

To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon or  https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list
- An "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.

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

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Reply

21 hours ago

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