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sethmc93
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Visitor

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1 Message

Tuesday, February 28th, 2023 6:40 PM

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Can't speak to a representative due to outage

This is ridiculous... I'm being told I'm unable to speak to a representative because "there is an outage in my area". I'm not experiencing any kind of outage and I've not been able to talk to a real person at Xfinity regarding a billing issue for at least the last 6 days. How is this Xfinity's response??? If I was experiencing an outage I would just have zero recourse? New lows for a company already known for not caring about it's customers.

If anyone has a way for me to contact someone about my billing issue during this "outage" that would be helpful.

Question

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Updated 

1 year ago

1.5K

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XfinityRichard

Official Employee

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1.4K Messages

2 years ago

Hi there, @sethmc93 ! Thank you so much for reaching your Digital Care team. Thank you for your patience while you waited to connect with me. I'm very sorry for the frustration and inconvenience you are having trying to get in contact with us. Please be assured you reached the right person to assist you. Can you please DM me your first and last name along with your full-service address so that I can assist you further?

 

To send a direct message [private message]:

  •   Click "Sign In" if necessary
  •   Click the "Direct Message" icon 
  •   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_6c185a

Visitor

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8 Messages

@XfinityRichard​ And then how long will it take you to respond to THAT message?! Another few days? Absolutely ridiculous

2 years ago

0

XfinityJohnG

Official Employee

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1.2K Messages

Thank you very much for reaching out to our team here. I would be happy to check on any service interruption from here for you. Could you send me a direct message with the full name and complete address for your service? 

To send a direct message [private message]:

   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

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 years ago

0

user_6c185a

Visitor

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8 Messages

@XfinityJohnG​ did you not read what I said?? I already did that… haven’t gotten a response! 

2 years ago

0

Jlahr3

Visitor

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1 Message

2 years ago

Same issue here. We have an outage and the expected time of it being fixed keeps getting delayed. Xfinity will not connect me with a representative to speak with via text or phone to explain what happened and why the fix keeps getting delay.  This is horrible customer support and illegal.

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CCXavier

Official Employee

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695 Messages

Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue. To send a "Peer to peer" ("Private") message:
Click "Sign In" if necessary
• Click the "Peer to peer chat" 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 no longer work for Comcast.

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 years ago

0

user_6c185a

Visitor

 • 

8 Messages

And then how long will it take you to respond to THAT message?! Another few days? Absolutely ridiculous 

2 years ago

0

user_6c185a

Visitor

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8 Messages

@XfinityXavier​ And then how long will it take you to respond to THAT message?! Another few days? Absolutely ridiculous

2 years ago

0

user_6c185a

Visitor

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8 Messages

2 years ago

I’m experiencing the same thing, about to completely just switch services. I already have to call every month due to charges I never authorized, now I can’t even speak to CSR 

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user_6c185a

Visitor

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8 Messages

2 years ago

Figures…. Xfinity for ya!!

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user_36c64e

Visitor

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1 Message

2 years ago

I'm having the same problem and I'm very angry Xfinity makes it so difficult to reach a real person! Where is this Direct Message icon?? I need to speak to someone now

3

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XfinityBenjaminM

Official Employee

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1.6K Messages

@user_36c64e Hello! We are very sorry that you are having some difficulty. You can send us a Private Message by following these steps:

 

Click "Sign In" if necessary
 • Click the "Peer to peer chat" 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

 

We look forward to hearing from you.

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 years ago

0

XfinityBenjaminM

Official Employee

 • 

1.6K Messages

We can definitely take a look at the interruptions of service that you have experienced recently and see what is going on. Can you please provide your full name and address?

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 years ago

0

XfinityBenjaminM

Official Employee

 • 

1.6K Messages

We are a Social Media Team and we communicate over platforms like this, Twitter, Facebook, and Reddit. If you would like to speak to someone on the phone, please contact our Support Team at (800)934-6489. Otherwise, we are fully equipped to assist you here and address any concerns you have. We are not an instant chat but we will reply to you as quickly as we can, if right now is not a good time for you, please contact us again when you have more time.

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 years ago

0

user_b55eb4

Visitor

 • 

1 Message

1 year ago

This appears to be a new xfinity policy. No matter what you do, they will not connect you to an agent no matter what if there is an outage detected in your area. Doesn't matter if you have a billing question or if you just decided to cancel your service. I wanted to know if there are any credits I can have applied to my account as a result of the recent constant outages due to xfinity performing work. Why can't they do this outside of business hours?

This is ridiculous and disrespectful to xfinity customers. The replies from the support team on this post are useless, the referenced links don't work.

If xfinity decided to take your neighborhood offline, you're out of luck! Have fun waiting

1

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XfinityAmira

Official Employee

 • 

3.8K Messages

Hello @user_b55eb4, thanks for reaching out to us! I absolutely understand your concerns and offer my deepest apologies for any inconvenience or frustration caused when trying to call in for support. Unfortunately, unplanned service interruptions can occur, and we have no control over that. Our technicians do their best to inform customers of those interruptions as soon as possible, as well as work to resolve them in a timely manner. 

 

Rest assured, my team is here to help and would love to assist you with getting credits applied for your downtime. Please send us a Direct message! 

Here are 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

1 year ago

belarm

Visitor

 • 

26 Messages

1 year ago

Cowards are still doing this, and still won't answer publicly. I have also DMed about it, but don't expect a response. Thanks a lot, Comcast!

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