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user_nvsl0h
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6 Messages

Friday, November 21st, 2025 2:17 PM

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Anyone know how to speak to an actual person about chronic internet outages?

My Xfinity cable internet connection has been disconnecting & reconnecting intermittently since early November 20th when Xfinity did some sort of planned maintenance or upgrade to my local area network.  And I'm not talking about two or three times - my firewall shows that my connection has dropped and then restored itself 50 times starting just after maintenance was supposedly completed in my area roughly 30 hours ago.

I've tried to contact Xfinity several times to speak to a person to report that I'm experiencing repeated outages, but I'm continually directed to follow troubleshooting steps, and when I ask the automated system for a person it initially says it will route me, but only after I supply more info, wherein it insists I follow the same automated troubleshooting steps again.  Ultimately, the system took some sort of detour, and advised me to use online chat (great feature when you're offline!) and disconnected me.   I tried following up a couple more times, but the system insists I use the Xfinity Assistant app to resolve my issues, even when there's no current issue and which in no case allows me to report to Xfinity that there IS A CHRONIC ISSUE WITH MY CONNECTION even if there isn't an outage occurring right now at this moment.

Does anyone have experience getting hold of a person?  I'm at the point where I'm going to take time away from work to drive to the nearest Xfinity store and give the poor customer service people there an earful about my unhappiness with my recent service and less happy with how the company does its best to keep its customers at arm's length.

If anyone has any suggestions on how I can do this via phone, or by chatting WITH AN ACTUAL PERSON, that would save me a bit of time.

Thanks.

Question

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Updated 

10 days ago

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user_nvsl0h

6 Messages

13 days ago

Because I'm online at the minute and was able to access to chat feature, I decided to give this another go.   Amazingly enough, the system concluded that a tech needs to be sent and allowed me to schedule an appointment, which I was able to do today.  As this is a better outcome than just speaking to a person OTP, I'm good for the moment.   

However, given that I had to be online to do this, Xfinity still needs a better method for people to contact it when the internet service it's providing isn't working.

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XfinityPeterH

Official Employee

 • 

2.5K Messages

 

user_nvsl0h We can help you. Please feel free to send us a DM with your full name and complete address. 

How to Send Us a Direct Message:

  1. Click "Sign In" if necessary.
  2. Click the "Direct Messaging" icon or visit Xfinity Direct Messaging.
  3. Click the "New message" (pencil and paper) icon.
  4. In the "To:" line, type "Xfinity Support".
  5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
  6. An "Xfinity Support" graphic will replace the "To:" line.
  7. Type your message in the text area near the bottom of the window.
  8. Press Enter to send it.

For an example of how to send us a Direct Message, check out this link.

https://forums.xfinity.com/conversations/email/cant-create-a-new-email-address/605e52b726aa974d63032d02?commentId=606107ea738c7f46a02b830e

 

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

11 days ago

0

user_nvsl0h

6 Messages

To close this out, Xfinity's site showed at least two outages in my immediate area after whatever change they made early Thursday morning, the second (or third) area outage occurring on Friday evening.   Since that last outage was fixed by Xfinity Friday evening, my connection has been rock solid with no issues.

10 days ago

0

XfinityMarshante

Official Employee

 • 

706 Messages

@user_nvsl0h Thank you for sharing that update! It sounds like those interruptions were definitely disruptive, but I’m glad to hear your connection has been stable since Friday evening.  We appreciate your patience while those issues were resolved, and it’s great to know everything is working smoothly now.  If you need assistance in the future, please don’t hesitate to reach out. 

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

10 days ago

0

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