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Xfinity agent said they can’t help me

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Xfinity agent said they can’t help me

I really don’t get this upset about things like this often, but I’m at my wits end with Xfinity. It has been nearly three weeks now where I have been unable to use my internet. I have gone back and forth with customer service agents every day and received no help. I was finally able to schedule an appointment with a technician to come out Wednesday, but the appointment was cancelled. Now I’m being told that a tech can no longer come out to assist me since on xfinity’s end everything looks to be connected. I can assure you I am still unable to get online.
The last customer service rep I spoke with literally told me she had exhausted her options and that since she can’t figure out the issue, I’m on my own. I’m incredibly frustrated and about ready to cancel. I don’t understand the complete lack of help here. I’m working from home and have had to use my mobile hotspot everyday to get anything done. That really shouldn’t be the case when I’m spending $80 on internet every month.
Expert

Re: Xfinity agent said they can’t help me


@annalene wrote:
I really don’t get this upset about things like this often, but I’m at my wits end with Xfinity. It has been nearly three weeks now where I have been unable to use my internet. I have gone back and forth with customer service agents every day and received no help. I was finally able to schedule an appointment with a technician to come out Wednesday, but the appointment was cancelled. Now I’m being told that a tech can no longer come out to assist me since on xfinity’s end everything looks to be connected. I can assure you I am still unable to get online.
The last customer service rep I spoke with literally told me she had exhausted her options and that since she can’t figure out the issue, I’m on my own. I’m incredibly frustrated and about ready to cancel. I don’t understand the complete lack of help here. I’m working from home and have had to use my mobile hotspot everyday to get anything done. That really shouldn’t be the case when I’m spending $80 on internet every month.

Did this recently start?  Were you able to use internet at this location before?  What lights are showing on your modem?  Have you tried moving the modem to another outlet?  If you have no lights on your modem are you sure the electrical outlet you're plugged in to is working?


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Official Employee

Re: Xfinity agent said they can’t help me

Hi there, @annalene

 

I am sorry to hear that there is some trouble going on with your internet access. I know how important web access is to our customers. I want to help out! Can you please private message me your full name? Thank you for posting to our forums. 
To send a private message, please click my name "ComcastMartin" then select "Send a Message" on the right side.


I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!