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user_qmm5f4
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2 Messages

Saturday, April 12th, 2025 3:48 PM

We have intermittent internet connection drops. Can’t get help

I live in an area where I need wifi calling because the cell phone coverage is nonexistent.  When xfinity goes down I try to call but they send a link to the assistant.  I can’t load that when I have no internet.  When it comes back they run test and say everything is great.  It’s an intermittent problem happening several times a day with me AND my neighbors.  How can I get someone human to understand this and send someone to find and fix the problem?

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Updated 

8 days ago

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XfinitySara

Official Employee

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1.6K Messages

8 days ago

Hey there, @user_qmm5f4! Thanks for coming to our Xfinity Community Forum with your intermittent connectivity concerns. I'm so sorry to hear about the trouble you've been having, and I'd love to see what our Digital Care Team can do to help! We're an awesome resource because we can typically review and resolve issues fairly quickly, even when that simply means facilitating the scheduling of a Trouble Call (tech visit) when necessary. First, have you recently reviewed these Connection Troubleshooting Tips? If not, I find that to be a great place to start! Please let me know if you notice anything that can be adjusted on your end. Otherwise, we may instruct you to send us a direct message for our team to take a closer look.

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user_qmm5f4

2 Messages

I have done all the troubleshooting steps.  How can I speak to a human?

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8 days ago

0

XfinitySara

Official Employee

 • 

1.6K Messages

@user_qmm5f4 - You already are! Thanks for confirming the troubleshooting you've tried so far. We can definitely take a closer look for you. Could you please send our team a direct message to continue?

 

To send a direct message:

  • Ensure you are first signed in, then you will see a chat box icon at the top right of your page. Click that or follow this link here: https://forums.xfinity.com/direct-messaging
  • From there, click the 'New Message' icon. In the 'To' field, type 'Xfinity Support'.
  • Type your message in the text area that appears at the bottom of the window and hit enter to send. An official employee, such as myself or whoever is first available, will respond.

To expedite your request, we ask that you please include your name and the service address alongside a detailed summary of your request/question. Thank you!

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
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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8 days ago

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