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user_20v7pb
1st Topic

Visitor

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2 Posts

Friday, March 13th, 2026 1:51 AM

No Service

Last week by mistake Xfinity shut off my cable television.  The landline and internet continued to work.  I have been a customer for over 25 years and have never been late paying by bill.  I have spent over 30 hours this week trying to get my service back.  Still waiting.  I continue to speak with representatives and nothing ever gets resolved.  I continue to pay for no service.  Does anyone know of a telephone number or email address to file a compliant.

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1 day ago

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XfinityCarolyn

Official Employee

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105 Posts

13 days ago

@user_20v7pb Thanks for reaching out to us in reference to your service. I do apologize for any inconvenience this has caused you, and I would be more than happy to assist you today.  
Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forum's page.
 Here are the detailed steps to direct message us:
 • Click "Sign In" if necessary 
• Click the "Direct Message” icon (upper right corner of this page) 
• Click the "New message" (pencil and paper) icon 
• Type "Xfinity Support" in the "to" line and select "Xfinity Support" from the drop-down list 
• Type your message in the text area near the bottom of the window 
• Press Enter to send your message

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user_20v7pb

Visitor

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2 Posts

I am still trying to resolve my issue.  This is ridiculous.  I just spoke with a representative, Austin Joseph, who told me there is no record of a ticket being open for me.  I told him the name of the Employee in the corporate office who contacted me today.  He told me there is no record of an employee with that name.  I really don't know what to do at this time.  There has been issues with my service for weeks with no resolution.  

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1 day ago

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XfinityJeffB

Official Employee

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201 Posts

Hello user_20v7pb, thank you for reaching out to us here in our Xfinity Community forums. I am here to help, and I would like to get some information, so I can get started. 

Please 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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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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1 day ago

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