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How to Contact Xfinity (Comcast) Online

Xfinity is a popular internet service provider on the Atlantic coast, parts of the Midwest, the Northwest coast, and the Four Corners states.  Xfinity is part of the Comcast Corporation. Whether you use Xfinity for Wi-Fi or phone, the odds are that you will have to contact the company at some point.  Here are all the different ways you can do that.

Call Xfinity

The most common way to reach customer service over the years, Xfinity can be called at 1 800-Xfinity, or 1 (800) 934-6489 for those of us who haven’t had to remember which letters are on each keypad number since 2009.  The hours for this number aren’t listed online, but you should be able to reach the company during normal business hours on weekdays.

If you don’t have a lot of time or just don’t like to sit on hold, Xfinity has a service where an agent can call you back.  This allows you to pick a time that you are free and guarantees that there is a person at Xfinity free to talk to you. To set up a callback:

  1. Go to xfinity.com/support/contact-us.
  2. Under the heading “Talk to an Agent,” click on the button that says “Get a Call.”
  3. You will be prompted to sign in to your Xfinity account.
  4. Select a day and time you are free to chat with customer service.

Chat Online

If talking on the phone isn’t really your thing, you can chat with an Xfinity employee on their website.  Assistance is available this way 24 hours a day, seven days a week. To chat online:

  1. Go to xfinity.com/support/contact-us.
  2. Under the heading “Chat with Xfinity,” click on the button that says “Ask Now.”
  3. A chat window will open.  You may be prompted to answer some automated questions before getting the opportunity to question an actual agent.

If you aren’t going to remember that URL, you can reach the Xfinity online chat by:

  1. Searching Google for “contact xfinity.”
  2. Finding the bolded title “Customer service chat” in the box on the right-hand side of the screen.
  3. Clicking on the “Online Chat” link.
  4. You will be taken to the Xfinity Contact Us webpage.  If the chat window doesn’t open automatically, click on the “Ask Now” button in the box titled “Chat with Xfinity.”

Go to an Xfinity Store

If you’re the exact opposite of the person above and need to not just talk to someone on the phone but physically be with another person, you can get customer support at your local Xfinity store.  Things like paying your bill and exchanging equipment can be done in person. To find the location nearest you:

  1. Search Google or Apple maps for “xfinity nearby.”

There is no guarantee that maps apps are 100% accurate all the time.  For the most updated results from Xfinity itself, you can also use the store locator on the service provider’s website.  To get there:

  1. Go to xfinity.com/support/contact-us.
  2. Look for the box headed “Find an Xfinity Location.”
  3. Click on the “Store Locator” button.
  4. You can type in a city or zip code or allow the site to use your location.

The store locator also differentiates between retail stores and service centers, which can be helpful so you know where to go to get the help you need.

Check for Widespread Outages

If your service goes down, it is often due to a more extensive issue.  You can check if Xfinity is experiencing an outage in your area by:

  1. Going to xfinity.com/support/contact-us.
  2. Looking for the heading “Status Center” near the picture of a phone tower.
  3. Clicking on the button that says “Status Center.”
  4. You will be taken to xfinity.com/support/status.

Once on this webpage, you can sign in to check for a local Comcast outage or read Xfinity’s tips in case of an outage.  The site also recommends checking that all of your cables are tightly plugged in to both the wall outlet and your devices.

Social Media and Online Communities

Contacting customer service doesn’t mean you have to stop scrolling through your newsfeed.  Xfinity has accounts on Twitter, Instagram, YouTube, Facebook, and Reddit. They encourage customers to direct message their Xfinity Facebook account through Facebook Messenger or contact the handle @comcastcares on Twitter.  Xfinity and Comcast’s Instagram and YouTube profiles are not advertised as help centers and may not always respond to messages or comments. Browsing Reddit for questions that have already been answered could also be helpful.

In a similar vein, Xfinity has their own support forums.  This community has more than 6 million members and 23,000 posts.  To access them:

  1. Go to xfinity.com/support/contact-us.
  2. Scroll down until you see the heading “Visit Our Help Communities.”
  3. In the Xfinity Support Forums box, click on the “Visit Forums” link.

From here, you can create an account, search for keywords, or browse old posts.  These are sorted by categories that include

  •         Internet
  •         TV
  •         Phone
  •         Mobile apps
  •         Home security and control
  •         Billing and customer service
  •         Xfinity knowledge base
  •         Community center

You can also scroll right down to Xfinity Answers, a collection of frequently asked questions that are already answered and verified by customer support.

Browse Common Solutions

If you are experiencing a problem that you think many customers have had in the past, consider looking through the Xfinity support page.  At xfinity.com/support, you can search topics or look through instructions on how to solve common issues in areas like

  •         Internet – Wi-Fi name and password
  •         TV and streaming – remote setup
  •         Voice – security pin
  •         Home – arm/ disarm your system

This webpage also has a section titled “Common Solutions.”  Here you will find information about accessibility, accounts and billing, and another link to the status center.  There are also quick instructions on resetting your password, pairing your remote, and finding out what channels are available in your area.