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user_lmnw22
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1 Message

Saturday, January 31st, 2026 2:34 AM

Extremely disappointed in Xfinity

This is day 6 of a widespread outage with little to no communication with xfinity. I did not even know that they were providing hotspots throughout Nashville until I read it in a news article. This is completely unacceptable. My monthly bill is so expensive and the least Xfinity could do is keep customers informed of their efforts to restore service. I tried contacting customer service about a downed cable box with wires hanging and the machine would not connect me with an agent, just took me around in circles. This is by far the worst customer service experience I have ever had with Xfinity. I am extremely disappointed and will be looking for another internet provider after this. 

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Updated 

11 hours ago

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EG

Expert

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115.7K Messages

2 days 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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XfinityBenjaminM

Official Employee

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2.7K Messages

2 days ago

 

user_lmnw22 Hello! Thank you for reaching out to us here on our Community Forum. We are sorry to hear that you are not having a good experience with us. We'll do our best to help you. Also, we see your Direct Message. In the future, please wait to be invited to send a DM, as it is against our Forums Guidelines to send an Unsolicited Direct Message to an Official Xfinity Employee. We will respond to your DM shortly, but please remember to follow the process going forward.

 

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user_55q7hz

Visitor

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1 Message

11 hours ago

Day 7 with absolutely no service and no communication.  Not even access to a hotspot. AI is not helpful and frankly this is getting old. We pay way too much to talk to a generated AI response.  

 What is Comcast doing to resolve the issues? Its been "under investigation" for 7 days! Are we waiting for parts from China to arrive? 

 They did manage to communicate that February's bill is now ready and due. I'm not getting the services that I have already paid for!

 When service is finally restored and I can talk to an actual human, I will be canceling and closing the account for this reason. Talk to your customers Comcast! 

(edited)

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XfinityBillie

Official Employee

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3.9K Messages

@user_55q7hz We appreciate your time in reaching out to our team here on our Xfinity Forums. I understand how impactful it is to not have services, I work from home myself and have a child that relies on the internet for school. I would be more than happy to take a look and see what's happening, we truly value your business and would hate to see you leave. Please send us a DM to Xfinity Support with your full name and address to get started.

To send a direct message:
Click "Sign In" if necessary
Click the "Direct Message" icon or  https://forums.xfinity.com/direct-messaging
Click the "New message" (pen 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.
A "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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