Visitor
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1 Message
Can't contact agent during an outage?
That makes absolutely zero sense. I am going on two days without Internet due to planned network upgrades, yet it was supposed to be one day and there's no indication how long it will take. It has cost me many hours of work already and I need to know if I need to make other plans. But the "smart" assistant keeps telling me I can't talk to an agent during an outage, for any reason. The outage status updates are useless because the estimated restoration time just keeps changing every couple hours.
The only warning we got was a week ago that gave us a specific day and said "it won't be out the whole time" and it would just be "brief intermittent outages". Which I take to mean like maybe 10 minutes here, 5 minutes there. Absolutely terrible messaging.
Is there a phone number I can call? I called the main line and the AI assistant just tells me the same thing that the online chat does, that I'm not allowed to speak to an agent.
XfinitySara
Official Employee
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3.1K Messages
1 hour ago
We're sorry to hear about the ongoing interruptions, @user_gp6qws. Thank you for creating a post with your concerns! It sounds like you've already tried some main forms of contact, including 1-800-XFINITY (1-800-934-6489) and the Xfinity Assistant. While our team may have access to a few more details, depending on the situation, we provide some ways for you to keep track of updates as they become available - you may use the Xfinity App and/or visit our Support Center for further details. Then, if you'd like us to take a closer look, we can! I'll just advise that we may not have a lot to provide, and could possibly see the same messages/alerts you do. But happy to check, of course! Just send us a direct message to continue.
How to send us a direct message:
To expedite your request, we ask that you please include your name and the service address alongside a detailed summary of your request/question. Thank you!
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