Internet Still not Connected since May 19th Request for Service!

Xfinity is, without question, one of the most dysfunctional companies I have ever dealt with. I moved into a new home in March and signed up for 2 Gbps Internet and TV service on May 19, 2026. As of today, I still have zero working service. Because the house has never had Xfinity before, a new line has to be buried from the main feed. That was identified during the very first technician visit back in March.

The overseas call center has been completely ineffective. The only people who have actually been helpful were the two US based representatives I reached after selecting the Cancel Account option. Both assured me they would call back with updates. Neither ever did.

The latest explanation is that the line burial team is "backlogged." Apparently that also means no one can provide even a rough timeline for when the work will actually be completed. Waiting months for a simple installation with no communication or accountability is unacceptable.

If this isn't resolved by Wednesday, I'll be canceling my service and switching to Starlink. What should have been a routine installation has turned into months of delays, broken promises, and complete lack of follow through. Absolute joke of a company.

Responses

Oldest First

Selected Oldest First

Community Accepted Solution

user_xvy144

Visitor

•

8 Posts

2 days ago

STILL NOTHING! Sent you DM’s and you asked for my full name.. no solution, no answers, Xfinity is totally inept!!

Xfinity Tickets 7/7

[Edited: "Personal Information”]

7/9 ticket

[Edited: "Personal Information”]

(edited)

XfinityMelinda

Official Employee

•

246 Posts

I appreciate you following up and letting us know. I do see that we previously sent a Direct Message to continue working with you. At that time, we were unable to complete the account verification process, and after not receiving a response for several days, the conversation automatically closed.

We'd still be happy to help you get this resolved. When you have a moment, 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:

How to Send Us a Direct Message:
To send us a direct message:
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.
For an example of how to send us a Direct Message, check out this link.

https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514

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 as Best Answer. tick

2 days ago

user_xvy144

Visitor

•

8 Posts

@XfinityMelinda You are an example of the problem…. How is 6/7 to 6/8 “several days”??

DM started 6/7

Account Verification provided 6/8

Less than 24 hours is NOT “Several Days”.. what is wrong with you people? I can’t understand why it is impossible to get internet connection in a suburb of the third largest city in the US.. Do you see any issue with that? Do you want to actually help?

”and after not receiving a response for several days”

2 days ago

user_xvy144

Visitor

•

8 Posts

@XfinityMelinda June 23rd Promise date

[Edited: "Personal Information”]

(edited)

2 days ago

user_xvy144

Visitor

•

8 Posts

@user_xvy144 JUNE 25th promise date

[Edited: "Personal Information”] (image contained first name)

(edited)

2 days ago

user_xvy144

Visitor

•

8 Posts

@user_xvy144 JUNE 27th promise date!!

[Edited: "Personal Information”] (image contained work order #)

(edited)

2 days ago

EG

Expert

•

119.2K Posts

6 days ago

Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.

XfinityPeterH

Official Employee

•

2.9K Posts

6 days ago

user_xvy144 I would be reaching out and feeling pretty frustrated too. Let's take a look at your account and see what we can come up with. Please send us your full name and complete address via our DM.

How to Send Us a Direct Message:

Click "Sign In" if necessary.
Click the "Direct Messaging" icon.
Click the "Start new conversation" (pencil and paper) icon.
In the "To:" line, type "Xfinity Support".
As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
An "Xfinity Support" graphic will replace the "To:" line.
Type your message in the text area near the bottom of the window.
Press Enter to send it.

For an example of how to send us a Direct Message, check out this link.

https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514

user_xvy144

Visitor

•

8 Posts

@XfinityPeterH DMsent yesterday

6 days ago

user_xvy144

Visitor

•

8 Posts

@XfinityPeterH

STILL NOTHING! Sent you DM’s and you asked for my full name.. no solution, no answers, Xfinity is totally inept!!

Xfinity Tickets 7/7

[Edited: "Personal Information”]

7/9 ticket

[Edited: "Personal Information”]

(edited)

2 days ago

Customer Service

user_xvy144

Internet Still not Connected since May 19th Request for Service!

user_xvy144

XfinityMelinda

user_xvy144

user_xvy144

user_xvy144

user_xvy144

EG

XfinityPeterH

user_xvy144

user_xvy144

New to the Community?