2 Messages
Wifi issues with security touchscreen
On 01/16/25 my boyfriend and I went to a store location to address some issues with our internet speed. I did not get informed by anyone in Xfinity when I had my equipment installed that our modem should be replaced every 2 years. Fine, cool, they swapped it. Gave us the newer modem that has the gold bottom, just for our home security touchscreen not to connect to the wifi. I stayed on the phone with support that night for 2 hours just for them to have a service tech come out the next day to find the issue. The service tech already knew what was wrong before even walking into the house and said that the touchscreen was not compatible with the newest modem and changed us back to the old modem that we had before just a new one. Now we're having the old issue we had before where our speed on our wifi is horrible and worse than what it was before. Why didn't the tech just upgrade our security touchscreen? What can I do about this now because now I'm beyond frustrated dealing with this issue in the first place?
XfinityJohnG
Official Employee
•
1.5K Messages
1 month ago
Thank you very much for reaching out to us here @user_cqyefn. That is definitely not the experience we would like you to have, and I will be happy to check into any internet issues from here. Could you send me a direct message with the full name and complete address for your service?
To send a direct message [private message]:
Click the "Direct Message" 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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