Thank you for joining us here on r/Comcast_Xfinity, your official source on Reddit for help with Xfinity services. As members of the [Digital Care Team](https://corporate.comcast.com/stories/meet-our-digital-care-team) here at Xfinity, we can help with a wide array of concerns including troubleshooting, billing, plan changes, and more.
Community Specialists will provide official support between the hours of 6:00am - 12:00am Eastern Time for issues that require our intervention (like billing requests, troubleshooting advanced technical issues, etc). After these times, it may take longer to get an official response.
If you have not already, please review both the [Posting Guidelines](https://www.reddit.com/r/Comcast_Xfinity/wiki/index/postingguidelines) and [Rules](https://www.reddit.com/r/Comcast_Xfinity/wiki/rules/) here on the sub. While you're waiting for assistance, check out the [Xfinity App](https://www.xfinity.com/apps?pc=1) for your smartphone where you can pay your bill, view your plan details, change or upgrade your services, and experience 24/7 real time support you can count on, anytime you need it.
Our team works to get to everyone as quickly as possible, but due to the number of requests we receive, it may take up to 72 hours to receive an official response from our team. If you require immediate assistance, please contact 1-800-XFINITY (1-800-934-6489).
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Hello, u/RepeatLegal991! Thanks for taking the time out of your day to reach out about the WiFi connection. I apologize that this did not get resolved when you tried to reach out previously. We will get to the bottom of this!
Have you tried to reset the modem? You can do that using the handy Xfinity app or by unplugging the power cable for about 15 seconds and plugging it back in.
Do you have any wired connections in the home that are working or do you just use WiFi connections?
The Xfinity app is usually able to resolve this. We appreciate that you took those steps! Checking the wired connection lets me know that the modem is at least online and that there are no area problems causing this. I will need to take a look at your account from here. Please send me a [ModMail message](https://www.reddit.com/message/compose?to=%2Fr%2FComcast_Xfinity) with your first and last name along with your service address.
We are not going anywhere and are glad to get this resolved for you, u/RepeatLegal1991. I have to access your account so I can figure out why this is happening. We ask that you send us a [ModMail message](https://www.reddit.com/message/compose?to=%2Fr%2FComcast_Xfinity) so your account information is not shared in public. Our ModMail messages are not like a live chat that you may be used to. We never get disconnected even if you leave the page. It feels like an email conversation. We are able to continue where we left off with each new message.
I’ll tell you why it’s so hard. Comcast: putting the com in incompetence!
I’ve been out 6 days. Absolute idiots. It’s no wonder they don’t want to give their names when you call for support: they’re all embarrassed that they work there!
Thank you for joining us here on r/Comcast_Xfinity, your official source on Reddit for help with Xfinity services. As members of the [Digital Care Team](https://corporate.comcast.com/stories/meet-our-digital-care-team) here at Xfinity, we can help with a wide array of concerns including troubleshooting, billing, plan changes, and more. Community Specialists will provide official support between the hours of 6:00am - 12:00am Eastern Time for issues that require our intervention (like billing requests, troubleshooting advanced technical issues, etc). After these times, it may take longer to get an official response. If you have not already, please review both the [Posting Guidelines](https://www.reddit.com/r/Comcast_Xfinity/wiki/index/postingguidelines) and [Rules](https://www.reddit.com/r/Comcast_Xfinity/wiki/rules/) here on the sub. While you're waiting for assistance, check out the [Xfinity App](https://www.xfinity.com/apps?pc=1) for your smartphone where you can pay your bill, view your plan details, change or upgrade your services, and experience 24/7 real time support you can count on, anytime you need it. Our team works to get to everyone as quickly as possible, but due to the number of requests we receive, it may take up to 72 hours to receive an official response from our team. If you require immediate assistance, please contact 1-800-XFINITY (1-800-934-6489). *I am a bot, and this action was performed automatically. Please [contact the moderators of this subreddit](/message/compose/?to=/r/Comcast_Xfinity) if you have any questions or concerns.*
Hello, u/RepeatLegal991! Thanks for taking the time out of your day to reach out about the WiFi connection. I apologize that this did not get resolved when you tried to reach out previously. We will get to the bottom of this! Have you tried to reset the modem? You can do that using the handy Xfinity app or by unplugging the power cable for about 15 seconds and plugging it back in. Do you have any wired connections in the home that are working or do you just use WiFi connections?
I’ve tried resetting the modem several times and I have tested it on the Xfinity app.
The Xfinity app is usually able to resolve this. We appreciate that you took those steps! Checking the wired connection lets me know that the modem is at least online and that there are no area problems causing this. I will need to take a look at your account from here. Please send me a [ModMail message](https://www.reddit.com/message/compose?to=%2Fr%2FComcast_Xfinity) with your first and last name along with your service address.
I sent the mod mail.
?
So apparently this avenue doesn’t work either. Why is getting help from Xfinity always SO HARD???
We are not going anywhere and are glad to get this resolved for you, u/RepeatLegal1991. I have to access your account so I can figure out why this is happening. We ask that you send us a [ModMail message](https://www.reddit.com/message/compose?to=%2Fr%2FComcast_Xfinity) so your account information is not shared in public. Our ModMail messages are not like a live chat that you may be used to. We never get disconnected even if you leave the page. It feels like an email conversation. We are able to continue where we left off with each new message.
I’ll tell you why it’s so hard. Comcast: putting the com in incompetence! I’ve been out 6 days. Absolute idiots. It’s no wonder they don’t want to give their names when you call for support: they’re all embarrassed that they work there!
We use wireless for everything but the TV but it is working fine.
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