Visitor
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1 Message
Ridiculous support protocols and terrible automatic support services
The Xfinity modem shut down and will not power on. I've been trying to get tech support help for well over an hour and can not get past the automated services lines. My problem does not fit the chat responses. I "played along thinking it would get me to a persons eventually. After going through countless attempts to 'check the connection' and 'restart the modem', I'm now submitting this note and hoping that at some point a real person or more advanced system will come online that can help me either get a replacement modem or fix this. I work from home and need to get this resolved. There seems to be very little attention placed on anything beyond sales, the top 10 common problems, or bill payment services.
My issue obviously does not fit some norm, however, it still deserves a timely and resolution oriented response, vs being sent through this 3-ring circus of bot-assistants, auto-chat responders, links that loop through the same non-relevant prompts.
Well into the 2nd hour of this attempt to get support, the system notifies me that the earliest appointment is 4 days into the week. That will make five days without internet access through this all Xfinity tech setup. Days that, at present I'm expected to pay for.
Very disheartening and underwhelming. Maybe the byproduct of little to no real competition
XfinityMatthew
Official Employee
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803 Messages
23 days ago
Hello @user_oxdsxa I am sorry to hear about the loss of connection to your internet. As someone who works from home as well I certainly understand the importance of getting this connection fixed quickly. We would love to take a look into the account for you and help troubleshoot. Please send us a direct message with your full name and the service address, and we can get started on that for you.
To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil 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
- An "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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