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Complete Internet Outage — Request Executive Customer Relations Escalation
We have a complete loss of Xfinity internet service. I have completed the automated troubleshooting multiple times and power-cycled the gateway. It continues flashing green/yellow and cannot establish service.
Xfinity's system confirmed that there are problems with my service, but the earliest technician appointment I was able to make is October 12 — twelve days from today.
I have also repeatedly attempted to reach support by telephone, but the automated system simply repeats the same troubleshooting and will not connect me with a representative.
An Xfinity service truck was at our building yesterday, immediately before this problem developed.
The Xfinity outage map currently reports no area outage.
I am requesting that this be escalated to Executive Customer Relations or the appropriate local maintenance team, and that Xfinity arrange an expedited service appointment rather than leaving us completely without internet service for twelve days.
Thank you.
Community Best Answer
EG
Expert
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121.7K Messages
4 hours 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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XfinityJohnG
Official Employee
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3.2K Messages
2 hours ago
Thank you for reaching out to our team about those service issues. I am very sorry to hear about that experience, and I will be happy to look further into that from here. In order for me to do that I will have to ask you to send me a direct message with the full name and complete address for your service. To send a direct message.
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How to: Direct messaging within the forum | Xfinity Community Forum
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