Connectivity

Connectivity and managing Your Comcast Business network

Internet hasn’t worked well in weeks

my Internet has been hit or miss for several weeks. I get messages saying we’ve noticed you’re having a problem and then they say your problem should be fixed and it is not. I’ve talked to two customer service reps who have not helped me. One said I probably needed a new modem and then she canceled the appointment because she said it was fixed. It is not fixed. Now it is pretty much, not usable, but of course we keep getting billed for it. How can I get someone to actually help me?

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Comcast_Orlando

Official Employee

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78 Messages

18 days ago

@user_f37ee3

Thanks for reaching out to us we do apologize for any inconvenience . Our awesome Xfinity app is one way to troubleshoot your services as the app will take you through some remote troubleshooting steps to see if those issues can be fixed remotely and if the issues can't be fixed the app will generally connect you with a chat assistant to schedule a technician to come out to fix the issue. Can you tell me if you've done any troubleshooting steps with the app that's determined if your services need a technician out there?

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user_f37ee3

New Member

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3 Messages

Yes I have done troubleshooting multiple times. Our modem is old and one rep said she'd send a tech out with a new one and then she canceled the appointment.

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18 days ago

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user_f37ee3

New Member

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3 Messages

@Comcast_Orlando We have had very low download rates for weeks. How about a discount or something? Sometimes we can't even watch live streaming.

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18 days ago

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Comcast_Ray

Official Employee

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38 Messages

Thank you for confirming that you went through the steps already, user_f37ee3! I apologize that the visit was canceled. I can check why that happened and get a new one set up for you. We can also look at your modem diagnostics and the area to see if that shows why your service may be acting this way. Please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging 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

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18 days ago

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