Contact Xfinity Support

by Mad In Galveston

I’ve been trying for more than 12 hours to get a new modem/router online that we purchased to replace a failed netgear router. It’s bad enough that I paying outrageous amount of money each month simply for Internet for a weekend house that we are only able to get to 4 to 5 days per month. I previously had a router I purchased when we switched from AT&T to Comcast. It failed. I didn’t wanna pay an additional seven dollars a month from the rest of my life for a piece of equipment that cost $150. So we bought a new one. Everything about the router is working. However, neither the Xfinity app, nor the technicians on the chat feature can clear the firewall for it to work. I’m convinced Xfinity does this to punish you for not using their Xfinity gateway. They keep telling me I need to register the equipment. When I couldn’t do it on the app, I contacted the technician on the chat feature, gave them all the information, and they told me it would take 45 to 50 minutes for it to come online. That was 7 1/2 hours ago. Everything on my end is green. When I put in the IP address, it sees all of our attached devices. The problem is with Xfinity and the app doesn’t seem to be able to clear the problem.

by Houdinipyro

Update: I posted the below email and got a response to go to a forum with a link for more help and when I try to click on that or copy the link it is impossible to do so. Seems to be another way Comcast just messes with you. Thanks again!!!

I have been paying for the highest speed of Internet, and for the last seven months have continually had intermittent Internet connectivity, which is even more frustrating now that we are all working from home as we get constantly kicked off of our VPN. I have spent over eight hours talking to Comcast people on the phone and through their stupid chat line, and have yet to get any resolution. They make it so difficult for you to troubleshoot and speak to anyone to get the problem fixed, that you end up just getting frustrated and giving up. I am not giving up, but I am so frustrated and I’m looking for other Internet services other than Comcast. In a society where customer service is the most important thing that we produce these days, this company has absolutely no idea what they are doing, and have done everything in their power to make it difficult to receive any customer service. Comcast if I could give you zero stars I would!!!

by Clw781

I previously moved out over a month ago , the app worked fine before then, when I got to my new address the app tells me to text an agent so we can get you up and running. I text the agent , the message says we have found multiple addresses associated with my mobile number and to determine my proper location and to enter my house number. I text the right address ,then It says we’re going to call you. Comcast customer care has transferred me 4 times trying to figure out why I cant sign in. I tried deleting and re-installing the app, they checked to see if i’m at the right address which It was ,I still can’t sign in. I can sign into the “my account” app and also the xfinity website, my modem is working fine I have over 200 mbps. Comcast customer care tried nothing that I didn’t try , asking me if i’m using the right account and password , its incredibly frustrating when I need to use this app for the XFI pods, when they go down theres nothing I can do about it, I can’t check their status nothing , It shouldn’t be this difficult to figure out considering it was working fine at my last address, i’m using the same modem I had before makes zero sense.