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user_a1313i
1st Topic

2 Messages

Monday, March 31st, 2025 7:09 PM

Update device: Looks like something went wrong Please reload the page and try again.

I am stuck in a loop. I have an optional update available that I would like to do, but when I get to the last step, I get the above error. This has happened for days. Impossible to find how to talk to a human person, exacerbated by the prompt that I should contact support, when there's no easy way to do that since the robot thinks it can help, but it cannot. Please help me before I decide to cancel everything because this is too frustrating.

Question

 • 

Updated 

21 days ago

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1

0

user_gmzy3d

1 Message

21 days ago

Can I speak to a live agent 

3

0

XfinityEmilyB

Official Employee

 • 

1.9K Messages

@user_gmzy3d Welcome to our community forum! You've reached a team of experts and we have all the tools available to resolve any questions or concerns you have about your Xfinity experience. What's going on with your Xfinity service? Please provide a description of your concern so we can work together towards a resolution.

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 a reply as the Accepted Answer.tick

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21 days ago

0

user_a1313i

2 Messages

why does a comment on my thread get a response when my initial post doesn't get one? I also received a "your equipment is on its way" message that I think is about equipment I already received, installed, and returned. I still get the same error when I try to initiate a replacement for the tvbox. Please help me so I don't have to find new service. This is the worst customer service ever. 

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21 days ago

0

XfinityJeniece

Official Employee

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3K Messages

 

Hey there, user_a1313i, thanks for reaching out through Xfinity Forums regarding the issues with the update available. We would be happy to help you with getting this completed. We definitely do not want to lose you as a customer. You have reached the right place! Please send us a Direct Message with your full name and your full address so we can take a look at your account. 
 
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.

 

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 a reply as the Accepted Answer.tick

Like

Reply

21 days ago

0

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