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user_58e1ma
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Monday, February 16th, 2026 7:28 PM

Why is it impossible to get someone on the phone?!!!!!

I am so close to canceling my service with Xfinity. This has to be the absolute worse customer service experience. The AI bots keep "troubleshooting" the same issue with no resolve and when you request to speak to customer service and/or schedule an appointment with a technician, they start again with the troubleshooting!! This is incredibly frustrating! IT should not be this difficult to speak to someone and to schedule a technician! I swear as soon as I can, I'm canceling my service

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18 days ago

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XfinityThomasC

Official Employee

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3.2K Messages

19 days ago

Hello, @user_58e1ma Sorry for the inconvenience of trying to reach support on the phone. Can you explain the issue you are experiencing, so we can further assist? 

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user_58e1ma

Visitor

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@XfinityThomasC​ My wifi keeps going in and out, forcing me to constantly reset. This is on the tv and computer. The connection has always been substandard but its worsened after Xfinity did work in the neighborhood a couple of months ago. Trying to schedule an appointment with a technician is like an impossible feat!

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19 days ago

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XfinityAlfonso

Official Employee

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2.4K Messages

Thank you so much for this additional context,

user_58e1ma. On the comuter and TV, what messages or errors are you seeing? Will the Wi-Fi connection drop entirely, or just be slow? What self-troubleshooting steps have you done? WE do have amazing resources here on our Forums that can help when self-diagnosing, and are helpful when looking to get a tech out. 
 

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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19 days ago

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user_58e1ma

Visitor

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@XfinityAlfonso​ On the tv, it says I'm offline or the streaming glitches. On the computer, its a constant "loading." Ive done the troubleshooting performed by the AI bots which you should be familiar with and Ive restarted it many times. Why won't you allow me to schedule a tech?? I'm a customer and I don't understand why there is so much resistance when a customer needs assistance!

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18 days ago

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XfinityAlfonso

Official Employee

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2.4K Messages

 

Thank you so much for following up, user_58e1ma. We have no problem assitn in schduling an appointment when one is needed, however it has been our experience that the self-service articles and tools like the Xfinity Assistant are very effective in overcoming very common service concerns. 
 
I'd be happy to help troubleshoot this concern with you, and assist in scheduling a service visit should that be needed. 
 

Please send a direct message by clicking the chat icon in the upper right corner of the page, clicking on the pen and paper icon, and then entering “Xfinity Support” in the “To” section. Please include your name and address, and we can get started anytime.

 

(edited)

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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18 days ago

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