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user_dce3aa
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3 Messages

Friday, October 11th, 2024 1:59 PM

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Augusta Ga no service since 9/27/24

I am highly DISAPPOINTED with this company's response to it's customers and to this outage. We have received nothing but pushed back dates. I have seen no xfinity trucks, cars, nor people nowhere in the Augusta Ga community where I live working to restore service. You all have given your customers no viable options. Just like you all want timely payment,  we deserve timely service.

Actively seeking a better solution 

Question

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Updated 

9 months ago

560

10

EG

Expert

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111.5K Messages

9 months ago

Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.

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XfinityJoe

Official Employee

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866 Messages

9 months ago

Hello @user_dce3aa we would be happy to check for any updates.

Please send us a DM with your full name and address to Xfinity Support.

To send a direct message:

Click "Sign In" if necessary

Click the "Direct Message" 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

Press Enter to send it

 

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user_5541c2

Visitor

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4 Messages

9 months ago

I totally agree. Still waiting in [Edited: Personal Information] community Grovetown GA. No internet phone or tv since 8/27/24!

(edited)

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user_5541c2

Visitor

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4 Messages

9 months ago

In previous post I meant 9/27/24 NOT 8/27/24

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user_s2inyq

7 Messages

9 months ago

What makes this worse is in many places Xfinity is the only provider available.  If I had something else to switch to I would.  I have been a customer since 2005. Like many others pay on time.   Common Sense tells you restoration was gonna take time but a going on a month for a company as large as Xfinity no.  Doesn't make sense.  All I want to know is where do I pause service till restoration.  The dates are bs for sure.  I don't want to be billed for services Im not getting---Can't get anyone on the phone---can't work with Xfinity Assistant---can't get a call back--can't get thru.  Just can't with Xfinity!!!!

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user_dce3aa

Visitor

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3 Messages

@user_s2inyq​ 

Did you receive any communication from xfinity about a credit to your account. If not send request to xfinity support. They did an "anticipated credit date" on my account and sure enough they missed it,... and I surely am asking for it to be recalculated. I am actively seeking an alternative to this service provider. They dropped the ball on this... why can't they admit it?

9 months ago

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krustykai

1 Message

9 months ago

also from Augusta, still with no Wi-Fi as of oct 14th, while friends down the road with a different provider got their wifi back a day or 2 after their power came back. Xfinity has offered us no help whatsoever, had to fight with the ai customer service to reach a person, only for them to spew the same [Edited: language] the ai said. even signed up for text alerts regarding update to the Wi-Fi returning, absolutely nothing has been said. this is utterly ridiculous and at this point just feels like they want to get away with not providing us the service we pay for, while STILL charging us the same rate. I hate that I'm forced to use this [Edited: Language] provider because of the area I'm in, I wish we could get different providers. Xfinity needs to fix their [Edited: Language] n stop [Edited: Language] us.

(edited)

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user_dce3aa

Visitor

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3 Messages

@krustykai​ be sure to use this platform to contact xfinity support concerning a credit for your account. They credited my account but they did it with an anticipated date of activation which they still missed. And of course I'm asking for that to be recalculated. Good luck.

9 months ago

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XfinityAlfonso

Official Employee

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1.8K Messages

Hello krustykai thank you so much for taking the time and letting your experience be heard here on our Forums. We are working as quickly, efficiently, and safely as possible to restore services in Georgia and other states affected by Helene and Milton.  As of now, we have an estimated general timeline of full-service restoration to the area by October 24th.  

 

Restoration Timeline


Estimated Predominately Restored Date of October 17:

 

Appling, GA
Elberton, GA
Harlem, GA
Hartwell, GA
Louisville, GA
Newberry, SC
North Augusta, SC
Pine Hill, GA
Thomson, GA
Waynesboro, GA
Windsor Spring, GA

 


Estimated Predominately Restored Date of October 24:

Aiken, SC
Augusta, GA
Martinez, GA

 

As these are estimates, this timeline can be moved up or pushed back depending on ground conditions. 

 

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

9 months ago

0

user_q1u3st

2 Messages

Not trying to sound entitled and generally curious but why isn't the city being prioritized before the small towns? You'd think it'd make sense to handle the majority of the people hit in the city areas over small towns like thomson or Appling. I can't understand the logic other than it's easier for xfinity to set those lines up? Than again, I've seen att and wow out setting up lines in augusta but I've only seen xfinity once or twice not doing much but sitting in parking lots doing nothing. I can't figure out why some of my neighbors have internet and the rest of us are twiddling our thumbs waiting only to find out we are gonna get delayed again. 

9 months ago

0

user_r8hjq7

14 Messages

@user_q1u3st​ I agree. It sounds like they’re trying to kick the problem down the road as far as possible while trying to brag about restoring service to smaller towns full of suburb dwellers.

9 months ago

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user_s2inyq

7 Messages

9 months ago

This is crazy!!! 6-19 restoration date missed lt appears some kind of maintenance was conducted on the 18th but still nothing. The network has been restored but the cable line is broken  n laying in the yard. I can't get a solid answer abt what I need to do. Are they going to fix the line or do I need to set an appt?? Week 4 no repair folks in site..

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user_r8hjq7

14 Messages

I decided to set an appointment since the Xfinity app seems to flip flop about whether or not there’s an outage in the area. You might have to go ahead and schedule something.

9 months ago

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user_yoy0uu

2 Messages

Tried that and they cancelled both appts with no warning. Xfinity sucks

9 months ago

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RJay305

1 Message

9 months ago

Interestingly enough, they restored service for one day on oct 14th and then turned it off on oct 15th. I’d love to know why

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XfinityMarcus

Official Employee

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1.6K Messages

RJay305 thank you for using the Xfinity Community Forums page. I know how important working service is as I rely on the connection daily. In fact, I'm relying on it currently to send this message. One thing I will mention is that while service can sometimes be restored temporarily, this does not mean our technicians have completely ceased working on a long term resolution. So you can have what appears to be a fix but turns out was only a temporary solution that needed further adjustment by our technicians and engineers. 

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

9 months ago

0

user_yoy0uu

2 Messages

9 months ago

Same situation. Xfinity has provided no help or updates other than stalled restoration dates. Any contact with customer service only gets a scripted response with no help or guess at when lines will be repaired or service restored. Lack of customer service or care has been inexcusable and I hope they lose every customer after this debacle. 

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user_0ztogm

1 Message

9 months ago

When I call Xfinity they say service has been restored to my area. The line is still laying in my yard and my neighbors tell me they don’t have service either. I made an appointment and it was canceled. My kids are going crazy.
The fact of the matter is these big corporations don’t care about us. They charge what ever they want and treat us like garbage. 

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XfinityEva

Official Employee

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1.8K Messages

We're sorry to hear that your appointment has been canceled. We can definitely get that scheduled for you here and make sure that is fully resolved for you. 

 

In the meantime we do recommend to also continue checking for available hotspots.  You can visit the Xfinity app or xfinity.com/wifi to see a map of available Xfinity WiFi hotspots. All open hotspots, both indoor and outdoor, will appear on the map.  

 

To send a direct message here for an appointment: 

 

  • Make sure you are signed in here in the Xfinity Forum. Click "Sign In" if necessary
  • Click the "Direct Message" icon (square chat icon in the upper right corner of your screen next to the bell icon)
  • Click the "New message" (pencil and paper) icon
  • Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
  • Type your message in the text area near the bottom of the window
  • Press Enter to send it
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

9 months ago

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