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Comcast Xfinity Customer Service FAQ
We have answers to some of your most burning Comcast Xfinity questions
Comcast Xfinity is one of the highest-performing cable TV companies in the industry. It offers reliable TV, internet, and landline services across 40 US states.
Because of their wide range, it might be more difficult to receive quick customer service and solutions to your service problems.
We’ve answered some of the top customer service questions that you might have to help you through a smooth customer service experience.
If you're thinking about bundling Xfinity TV and internet, don't forget about Xfinity Mobile for extra savings! Just remember—You'll need Xfinity internet before you can grab its mobile service. Here's what our experts say about Xfinity internet and mobile:
- Xfinity internet: "We’ve used Xfinity internet for 10+ years now, and despite its bad rap for customer service, we think it’s a pretty good deal."
- Xfinity Mobile: "Because of Xfinity Mobile's bundle-only model, plan structure, and rock-bottom prices, it really is like no other mobile carrier."
Wanna learn more? Find the Xfinity TV, internet and mobile deals in your area.
How do I contact Comcast Xfinity TV?
Comcast Xfinity’s customer service number is 1-800-XFINITY (or 1-800-934-6489).
If you’d rather not make a phone call, you can always live chat with a representative if that’s easier.
If you have a complex service problem, we find the chat feature to be very slow and frustrating. You might also forget you’re chatting with someone, come back 10 minutes later, and the rep has already terminated the conversation.
By making the phone call, you could get your solution within a jiff.
If you need guidance in troubleshooting TV picture or signal quality issues, you can find some of your answers online at Xfinity’s support page.
How do I reach a live agent at Comcast Xfinity TV?
When making the phone call to Comcast’s customer service at 1-800-XFINITY (or 1-800-934-6489), you’ll be prompted with automated menus.
So allow us to guide you through to a real person. Here we go.
First, they’re going to ask you to enter in your ZIP code, account number, or phone number, or ask you to indicate that you’re a new customer.
After that, the automated voice will push you to go online.
The voice will offer to send you the link to the Xfinity Assistant (in other words, their virtual assistant) to answer “most common questions”.
Just say “no” a few times, and then you’ll be asked to verbally say what you need help with. Then you should be directed to a live agent (in other words, a live assistant).
Can you call Comcast 24/7?
Yes, Comcast Xfinity TV is available 24/7. Call them at 1-800-XFINITY or 1-800-934-6489 or chat live at www.xfinity.com/support.
They’ll be able to help you with most of your cable TV and internet service questions, or at least direct you to someone who can.
How do I get a call back from Comcast?
Unfortunately, there’s no concrete way of how to specifically get a call back from Comcast. We know that’s frustrating to hear as a Comcast customer.
But Comcast Xfinity says they will respond to you within 24 hours if you have any type of service problem, but you won’t be receiving that response if your service problem is under “extraordinary circumstances or where conditions are beyond our control.”
What Xfinity’s definition of “extraordinary circumstances” or “conditions beyond our control” are, well, we don’t know.
But we can assume that this means a power outage from weather conditions or a fallen power line.
If this isn’t the case, you should expect a response from a customer service representative the next business day.
How do I troubleshoot my Comcast Xfinity internet and WiFi connection?
First and foremost, make sure your device is in fact connected to your in-home WiFi network.
Xfintiy says the most common way to fix internet service issues is to restart your modem.
The best way to restart your modem is to sign into your account, click on Services, scroll down to Devices, and click Restart Modem.
If this doesn’t work, you’ll be prompted to schedule an appointment with one of the technicians.
Why is my Comcast Xfinity WiFi connection so slow?
To get optimal WiFi coverage make sure your modem, or “Gateway” as Xfinity calls it, is in these ideal settings:
- Placed in an open space
- Placed in a central location of your home or near where WiFi is needed most
- Placed away from microwaves, refrigerators, TVs, and computer monitors
If your Gateway is already in its perfect little area, these factors could play a role in slow WiFi:
- You might have too many devices connected to your network
- The distance between your Gateway and your device
How do I speed up my Comcast Xfinity internet service?
Your modem or router could be to blame.
Xfinity suggests upgrading your modem if it’s a generation or two behind. An upgrading modem will deliver the fastest broadband speeds.
This is important for any household that has several people working from home, streaming, or downloading at the same time.
Take a speed test to see if your router might be the problem.
Comcast Xfinity TV customer service performance
After all of these FAQs, you might be wondering where Xfinity ranks when it comes to customer service performance among its competitors.
Well, according to the ACSI Telecommunications Report of 2019–2020, Xfinity was the most improved telecom company when it came to customer satisfaction.
Xfinity increased their cable TV subscribers by 11%, while the second-most new subscribers award goes to Mediacom with 7%. (Most other companies ranged from 1–3%).
The report for 2020–2021 will be released in June 2021.