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user_r14qkc
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08/21/2026 12:47 AM

Terrible!

I have the service once before, and it was pretty good. I moved twice since then one location didn’t offer the service so I didn’t have it there. I figured I’d get the service at the new house. I signed up and got my modem. All that part went pretty smoothly. But after two weeks, one Field service tech visit and at least six different calls to customer service. They can’t seem to get the service working. Field techs said the line was fine and then I had a problem with the modem. After literally hours across multiple weeks talking to India, the US Colorado going to the Xfinity store nobody can seem to figure out how to get me a new modem. I’m done, waste of time. I will probably switch over to CenturyLink until easy fiber comes and does their install in my neighborhood. And then I will never look back. Worst customer service ever!!!!!! All I want is Is Internet service that works you would think that wouldn’t be too hard but so this company it is.

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19 days ago

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XfinityJon

Official Employee

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1.7K Messages

20 days ago

Good evening user_r14qkc I can understand your concern if you are experiencing service issues. I would be happy to look into this further, I can assure you this is not the experience we want for you. I do have a few questions so that I can better assist. 

 

What issues are you currently experiencing? Are you unable to connect to your internet at all? Or are you able to connect, but then experiencing connection issues? Are all of your devices impacted?

 

 

 

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user_r14qkc

Visitor

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New Xfinity install, modem shows online with good signal, but DHCP logs show repeated T1 renewal failures, and Xfinity’s own systems can’t remotely reboot the modem or change its SSID. Activation app fails and tier-1 support after many hours can’t resolve or escalate. All device lights are solid including online light. Devices connect to modem, but can’t access internet. Field techs have been out and reran the line to rule that out. Need this routed to provisioning or engineering

(edited)

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19 days ago

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XfinityAlyssaA

Official Employee

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3K Messages

Thank you for those additional details; we appreciate it @user_r14qkc.

 

Let's take a closer look at your equipment and perform some additional troubleshooting to see if we need to get a ticket submitted. 

 

To get started, please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging icon located at the top right of this forums page.

Here's the detailed steps to direct message us:

  1. Click "Sign In" if necessary.
  2. Click the "Direct Messaging" icon.
  3. Click the "Start new conversation" (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.

You can see how to send us a direct message here: https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514.

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19 days ago

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