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user_b3r5bj
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Thursday, August 22nd, 2024 3:04 PM

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Can't reach customer service about internet outage

I have repeatedly tried to contact Xfinity for help with my internet, which is out. I have reached out over the phone, through social media accounts, and through the chat function. I am not getting the support I need from your chat bots. Why is it so difficult to talk to a person when I'm a paying customer? 

Question

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Updated 

8 months ago

78

2

XfinityGabriel

Official Employee

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2.2K Messages

8 months ago

 

user_b3r5bj, Hi there! Thanks for spending the time out of your day to reach out. I can relate to the inconvenience of having to reach out repeatedly due to services being down as a customer myself. I am sorry to learn about this experience. We are the right place to go for support. You've reached our team of experts who specialize in resolving internet service issues over social media. We can help. If you were to run an internet health test via the Xfinity app, what results does it pull for you? Does it still state there is an interruptino for your area at this time?

 

2

0

XfinityGabriel

Official Employee

 • 

2.2K Messages

8 months ago

Great question. We prefer to keep interactions on social media for documentation purposes and through the same outlet you have reached out to us on. If you would like to speak with a live representative, you can give us a call at our 24/7 support number. To help with speaking with someone over the phone even more easily, you can even schedule a callback. Please see the following link for how to schedule a call. I'd be happy to assist here through the Xfinity page.  Reaching out for assistance here through social media also ensures you're not stuck waiting on hold, and there is no sort of disconnect taking place. Normally, when there is an interruption listed, our field team is aware and working hard with commitment and dedication to resolving the interruption affecting your location. We would need to wait for that to be resolved before we can proceed with troubleshooting or scheduling a technician visit. Does this make sense so far?

 

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user_b3r5bj

4 Messages

I don't see the option to schedule a call. My internet was upgraded recently, and I think that's why I'm experiencing outages. Please help me contact a person. I have wasted hours trying to speak to a person. This is so upsetting. 

8 months ago

0

user_a84byd

3 Messages

I wish you luck but when it comes to customer service, Xfinity is the worst.  All the chat bots just send you in circles.  If you're lucky enough to get a voice on the phone, they'll just read from a script that has nothing to do with the issue.  I'm dealing with an area outage currently and they want me to purchase a monthly $99 protection plan instead of just sending a service person to our area to investigate the outage.

8 months ago

0

XfinityGabriel

Official Employee

 • 

2.2K Messages

 

user_a84byd, This is definitely not how we want you to feel. We can help with that service interruption. Please feel free to send us a direct message with your first/last name so I can ensure I pull up the correct account. You can start by clicking the "direct message" icon on the upper right page of the forum page. Once you click on that, input our shared handle "Xfinity Support" to send us a direct message. If you're signed in to your forums profile and because you have already posted to the public page, you should have the option to do so.

 

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
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
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

8 months ago

0

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