Visitor
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2 Messages
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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121.8K Messages
2 days 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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Community Best Answer
user_lknvkb
Visitor
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2 Messages
6 hours ago
Update: We made an appointment for an Xfinity service visit. Earliest was October 12, which would have meant 12 days without Internet service. I took the offer to get on the waitlist and we were very fortunate to get a new appointment today, 10 days earlier. The Xfinity technician was very professional, efficient and personable. What he found was that the cable to our home had been cut - by the Xfinity people who were here right before we lost our service. No bueno. Anyway, he had to run a whole new wire which meant time getting access to the maintenance room, so I'm sure this messed up his schedule. But he was very friendly about it.
Other than this unfortunate mistake by some other Xfinity person, our experience with their Internet service has been trouble-free, aside from a couple of fairly brief system outages. So we're happy now.
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XfinityJohnG
Official Employee
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3.2K Messages
2 days 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.
Click "Sign In" if necessary
How to: Direct messaging within the forum | Xfinity Community Forum
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