Visitor
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1 Message
9 hours and counting internet down. Humans to speak to, zero
Your outage map shows us at a different development 9 miles away and shows not outages in my area. Been without internet 9 hours and not even sure if you know where the outage is. Same street name. My address is in the 8000’s. That neighborhood is in a different township and their addresses are the 500’s.
Chatbot is clueless and just keeps sending me to the same inaccurate map.
You need a way to escalate to a human agent in the chat. It says I can’t talk to an agent because our internet is down.
My wife is the president of a charity with their annual fundraiser in 6 days. She cannot get any work done from home.
Accepted Solution
XfinityJon
Official Employee
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519 Messages
7 days ago
Hey there user_lcpqip. Being someone who works from home as well, I understand the importance of your internet working! I would be happy to look into this for you, so we can get you back up, and running. I will need some additional information in order to look into this further.
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.
To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
As you are typing a drop-down list appears. Select "Xfinity Support" from that list
An "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window and press Enter to send it.
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