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Please start here if you wish;

https://forums.xfinity.com/conversations/your-home-network/connection-troubleshooting-tips/602da777c5375f08cdea3db9 

Thank you so much for taking the time to reach out to Xfinity Support @user_j683iq!  We are so glad to hear from you and want to help in any way that we can to ensure that your service concerns are addressed.  No worries!  You have reached out to the right team to get things squared away.  Please feel free to shoot us a private message with your details so that we can get a look at what you have going on.  

 

To send a "direct message" / "private message" message to Xfinity Support:

 • Click "Sign In" if necessary

 • Click the "Direct Message" 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

@user_j683iq 

Did you have a chance to try any of those tips at that link ? Please reply right here in your topic on these open / public help forums. There is no need to go private with this yet.