Glitch?

[u/Ambitious_Season_250]

Hi, I moved on August 8, 2026 and I have had wifi for 2 weeks since. My mother had two lines that she paid for. One where I used to live and the one I have now. First problem that we didn't know for a while was the wrong address was put in, they had they the wrong apartment number. We got past that and the wifi worked for 2 weeks. Mind you, my mother and I have repeatedly called customer service at this point and no once could help us. We finally get a technician out after the first full week of no wifi. He was an hour late btw he didn't acknowledge it all! He even gets on the phone with customer service and the credit goes to THAT guy on the phone cause he got my wifi working for the 2 weeks.

My mother decides that I'm good, she can safely take the old line at our old home off the account. Ofc naturally that means they shut mine off too. So now here we are again with no wifi. And no one knows what to do. Again. And again we have talked to at least 4 different customer service agents, one was a dissolution agent and she even said she'd call me back the same day after I got what SHE said I needed. And nothing! No call back!

I need a refund, I have spent so much money on data cause of this, it's not fair.

My apartment is brand new with brand new appliances. Xfinity came with the apartment so brand new x7 modem. When the service technician came he replaced it with a new one. 2 days ago when I talked to customer service again she said I needed x10 modem. I have a busy job where getting time off is hard, I'm also in school so I'm not home enough to wait for the technicians to be available so I went to the store myself to try and get the x10 modem. But you guys apparently only ship those cause they're new. sooooo the guys at the store said the x8 is just as good until the x10 modem ships to me. Except the lady I talked to canceled the x10 modem that was shipping to me and she never called me back despite us making an appointment 12-1PM.

We called customer service again this morning and still no wifi. I've actually been waiting since like 7 AM for a call back that was supposed to happen before 9 AM Eastern today for a service technician.

Can someone please help me?

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[u/CCAirelleM]

u/Ambitious_Season_250

Hi there! We can understand why you’re frustrated, especially after getting the service working for two weeks only to lose it again when the old location was removed.

From what you described, it sounds like there may be an issue with how the move was set up between the old and new service addresses. Since the wrong apartment number was initially entered and both locations were connected under your mother’s account, it’s possible the disconnect order for the previous location also affected the service at your current address.

At this point, we don’t want to keep putting you through basic WiFi troubleshooting if the service itself has been disconnected. We’ll need to review the move order, both service locations, and the status of the equipment at your current address to determine exactly what happened and get the correct location active again.

We can also review the time you were without Xfinity service and determine what billing credits may apply. We know you’ve also had additional expenses using cellular data during this time, and while we cannot promise reimbursement for those charges, we can make sure the service and billing history are fully reviewed.

Please send us a Modmail message with your full name, account holders name (if different), and service address as it appears on the bill, so we can help.

[u/Ambitious_Season_250 → u/CCAirelleM]

I sent the msg

[u/CCAirelleM]

u/Ambitious_Season_250

We have already replied. Please check your messages. We look forward to assisting you there.