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Wednesday, February 18th, 2026 6:25 AM

Line Disconnected [Edited]

I had reached out about an issue I was experiencing with my dad’s line but the person pankaj that “helped” me did not resolve my issue and not only that. He/she made my wife’s line get disconnected. How is it that you need help on one line but they made another line stopped working !!! I let her/him know that she can transfer me to someone who is able to help but NO he/she said he/she can fix it. He/she also made me erased my eSIM card and failed to provide me with a new one. When I reached out the second time I was told that there was a BYO600 error and that I have to go to the store to get it fix!!! [Edited: "Solicitation"]

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Updated 

17 days ago

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XfinityJeffB

Official Employee

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86 Messages

17 days ago

Someone we care about being without service is never good. I'm sorry to hear you're having such a negative experience.

We are here to assist you, If you would send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.  

 

How to Send Us a Direct Message:

  1. Click "Sign In" if necessary.
  2. Click the "Direct Messaging" icon or visit Xfinity Direct Messaging.
  3. Click the "New message" (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/email/cant-create-a-new-email-address/605e52b726aa974d6303…

 

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