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.