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user_94dsgz
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Tuesday, January 6th, 2026 4:40 PM

Complaint

Planned maintenance that causes an outage of more than three hours should not be done during business hours. Every other company schedules planned maintenance overnight or on weekends, when usage is lower.

Xfinity needs to understand the type of service it provides. Whether you like it or not, the world now relies on internet access to work and function. When you schedule a planned outage starting at 8:00 a.m. and it lasts more than three hours, that is unacceptable.

Many people work from home. I have now been unable to work for almost four hours because of this outage. That is lost productivity caused by a decision that could have been avoided with proper scheduling.

On top of that, you can’t get ahold of anyone through chat because the system says it can’t connect you due to the outage. That is unacceptable. When you call Xfinity, the response is essentially “sorry, planned maintenance,” with no concern for the impact on customers.

Planned maintenance should never happen during the workday. This is unreasonable, unacceptable, and completely avoidable.

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1 day ago

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EG

Expert

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115.3K Messages

1 day 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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XfinityPeterH

Official Employee

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2.5K Messages

1 day ago

 

user_94dsgz I can understand and appreciate where you are coming from as I also use my Comcast Xfinity entertainment service for working at home. We always do our best to complete work when the majority of users might not be connected and provide notices of upcoming work online or our app. That being said we can take a look at your account and make sure things are still on track. Please send us a DM with your full name and complete address. 

 

How to Send Us a Direct Message:

  1. Click "Sign In" if necessary.
  2. Click the "Direct Messaging" icon or visit Xfinity Direct Messaging.
  3. Click the "New message" (pencil and paper) icon.
  4. In the "To:" line, type "Xfinity Support".
  5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
  6. An "Xfinity Support" graphic will replace the "To:" line.
  7. Type your message in the text area near the bottom of the window.
  8. Press Enter to send it.

For an example of how to send us a Direct Message, check out this link.

https://forums.xfinity.com/conversations/email/cant-create-a-new-email-address/605e52b726aa974d63032d02?commentId=606107ea738c7f46a02b830e

 

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user_94dsgz

Visitor

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2 Messages

Yes, but this was a major network upgrade, and it took a very long time. An update of this scale should have been performed outside of business hours to avoid disrupting customers. Scheduling it during the workday is unacceptable.

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