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10 Messages

Monday, July 22nd, 2024 8:46 PM

2 weeks no internet in Houston and fix date for today has been removed. 99% restored...really???

Please I need a CS agent to invite me to chat. I MUST have some details as to why the fix date for today has been removed and we're back to, "we'll let you know".

That's just not good enough at this point and there must be SOMEONE who can look deeper and see EXACTLY what is going on in my neighborhood.

A work order, something scheduled, field personnel, SOMETHING more than, we'll let you know. Am I really in the 1% that is still without Internet with no resolution date???

I have all of the resources you will try to point me to permanently open on browser tabs, so believe me, I have looked at all those pages a thousand times. Specifically, the outage map, my logged in status page, and the Xfinity alert page.

I need some SPECIFICS please as this outage is gotten to be utterly ridiculous.

Please don't thank me for my patience because it has run out...

Official Employee

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1.2K Messages

2 months ago

Hello u/user_aqrwi6, thank you for taking the time to reach out on social media. I understand your concern with the service interruption, and I'd be happy to check into that for you. To get started, please send us a modmail https://www.reddit.com/message/compose?to=%2Fr%2FComcast_Xfinity with your name and the name of the account holder if different, and the full service address including city, state and zip code.

 

10 Messages

@XfinityKrista​ 

I don't use Reddit. Can I message you here?

Official Employee

 • 

1.2K Messages

My apologies @user_aqrwi6, that was my mistake. Thank you for taking the time to reach out on social media. 

To access your account, will you please send us a direct message with your full name and complete service address.

To do so, click on the chat 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

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

10 Messages

I messaged as directed

6 Messages

2 months ago

In the same boat. Today makes 2 weeks, still no update. This is such BS, it's ridiculous.

10 Messages

2 months ago

No relevant information forthcoming. Not the fault of CS, it's the archaic systems within Xfinity of passing information from the field, to the CS reps. In this age of technology, there is no excuse, especially this long after the event where they should have had the time to figure out what is going on for those ONE PERCENT still without service 

I am going to self advocate and do what I need to do in order to secure internet --with or without Xfinity. I'm done waiting

1 Message

2 months ago

Same as well. It’s getting ridiculous and every rep I’ve spoken to can’t give any reassuring information.  

Official Employee

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800 Messages

user_hu6rry your frustration is noted, and we absolutely would be happy to provide an answer to your questions if available. Thank you for using the Community forums page to reach out today.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

2 Messages

2 months ago

I don’t have internet either, and I have had the same experience as you. I actually had a site visit scheduled, but the technician contacted me the same day and said that another department was in charge of that type of outage. He stated that he couldn’t fix it at the time, and that it would take a couple of days to get fixed. Fast forward more than a couple of days and the same situation. I wouldn’t mind waiting if I knew the cause of failure, but you cannot talk to a real human at this company and I am getting frustrated beyond measure. I hope they at least have the decency to give a valid reason to that 1%. 

Official Employee

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1.3K Messages

Hi there @user_vskg7h. I am sorry to hear that your service still not working. The local techs out there are working hard to get service restored to everyone. I am happy to take a look at your account and see if there are any new updates to provide you with.

Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat 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

Let me know if you have any questions.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Official Employee

 • 

1.3K Messages

Josu, it is a pleasure to meet you today. Thank you so much for your name and address. I have located the account and will now need to send you a two factor verifcation code to fully authenticate the account. Do you prefer email or text? 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

2 Messages

Email works, thank you.

10 Messages

2 months ago

Day 15 and still crickets! I mean really, what if it goes 3 weeks...a month??? "We will get to you when it's safe and the power is restored. Thank you for your patience".

HOW LONG BEFORE THIS IS CRIMINAL???

Can someone please go to the local news? This is a good story for them. Maybe their consumer advocacy dept.

Maybe look at my post about the number of personnel that Xfinity sourced for this catastrophy. A MUCH lower ratio of worker to outages than CenterPoint. When you make CenterPoint look good, you've got a SERIOUS problem.

2 Messages

2 months ago

Not really sure what to do here. 2.3 weeks without internet.

Had a notification 1.5 weeks ago that the local issues created by beryl were fixed in my area and that I should have Internet. They told me I became one of the 99% they laud on their alerts page. However, I still did not have internet. No biggie, let me restart my modem. No internet. Ok time to get a tech scheduled. Cool, got one coming on Saturday, 7/20. Fast forward to Saturday and the technician said it was a problem upstream at the junction box. My equipment is good. They'll get it fixed in 24-48 hours. Bet. Tomorrow (7-24) it will be 4 days now (which by my math is more than 48 hours) since that communication, and the issue still persists without any indication of the problem being solved or properly diagnosed. I have a second technician coming Thursday, 7-25. 

On day 2 (48 hour mark) I contacted an Xfinity chat assistant, and they said that I needed to replace my modem. It would "definitely fix the issue". One trip to the local Xfinity store and one brand new (same model) modem later, I still have that flashing orange light on top. Yes I checked the power, yes I checked the coax. Guess it didn't fix the issue, my man. I told you it wouldn't when the original tech plugged in his equipment and said the issue is upstream. "No it will work, I see the issue on my end". Okay pal.

What is the secret here? How do I get internet? At this point I'm cool with doing a special internet-rain dance and calling people "sir" or "ma'am". I'm lucky I have an office to go to work on the days that are work from home, but this is outrageous y'all.

Little communication, and what little of it that exists isn't shared between xfinity's incident/maintenance tracking services or databases. Most legitimate companies nowadays have that down. Maybe try SAP? Why does a local tech that comes out have no idea what the previous tech did/troubleshot and/or what the chat logs suggest me and an assistant troubleshot online? Why does the initial tech not have equipment already in the van to fix any issue on a "panel's out back, close the gate when you leave" level? What's the purpose of the initial tech visit? 

All in all, this experience has been taxing but we'll see; it might be freeing. It's freeing, in a way, because if this issue isn't solved by the end of the week, I'm going to att and never looking at Xfinity again. I will also never suggest anyone go with Xfinity, even though "it's the fastest one in the neighborhood". I'll tell them that Xfinity wasn't willing to work with me, so I won't work with them, and that ain't changin. Unless the issue is somehow fixed before the week is up.

Negatives are outweighing the positives with Xfinity right now , and I am trying to trudge through this dark and scary internet-less space with bright burning gaslight™, brought to you by Xfinity.

10 Messages

Bravo!

Ya know, there are solutions to our problem that are wireless, and often times in stock, in store, and that come with a free trial period.

Alternately, you might want to get on someone's install schedule if you are going to self advocate. They are running about 4-6 days out currently (right around what you are willing to wait), and I didn't see any self install kits available right now. You can always cancel the install...if you want...

Time for a contingency plan (or in my case, the new plan)

I hadn't looked in a long time so I was surprised to see how many more viable (and possibly cheaper) options are available in my area for an ISP. It has changed over the last 5-10 yrs.

(edited)

1 Message

1 month ago

I just got internet back today, 8/11, 35 days after hurricane beryl.

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