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jmk312
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Visitor

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11 Messages

Wednesday, April 2nd, 2025 8:24 PM

Why do they want me to make an appointment?

When I signed onto Xfinity I saw a message that there was a potential problem with my Internet and video services and I need to make an appointment.  I want to know what the problem is and whether someone will need to come into the house.  I have a dog.  I can't get past the automated assistant.  How can I get help?

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Updated 

1 day ago

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XfinityMartyR

Official Employee

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1.9K Messages

2 days ago

 

jmk312 Thank you for reaching out! We're always looking for more proactive ways to address service issues within a customer’s home. To ensure we deliver the best experience, Xfinity proactively monitors our customer’s network. Once we identify a potential issue that could impact your services, we proactively reach out to schedule a special request order (SRO). For this type of appointment, you would need to be present during the visit. The technician will address the identified issue, ensuring your service is maintained effectively. 

 

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jmk312

Visitor

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11 Messages

@XfinityMartyR​ I still don't know if someone will be coming into the house and exactly what the problem is.  Nobody comes in my house unless I know why.

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1 day ago

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XfinityRoberto

Official Employee

 • 

1.6K Messages

Hi there @jmk312. We are happy to take a look at the account and see if the tech needs to go into your home or not. 

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 forums page.
Here's 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

Let me know if you have any questions.

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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1 day ago

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