12 Messages
Customer service AI runaround, daily outages, I am done
We live in a major city, and experience an outage daily, sometimes multiple times a day.
Lasting from single minutes to hours.
This impacts us severely as my spouse works from home full time, and I work from home on occasion, and its starting to affect our performance reviews and the fact that one of us recruits for a living and has the internet drop out regularly mid interview, is a huge issue. We chose Xfinity because they were the best, but now they are potentially costing us our livelihoods.
Completely unacceptable.
Xfinity has fallen so far, in terms of service provided and customer service, not to mention the resolution associated.
As for the customer service aspect, Xfinity, fix this, I understand initial automation (select 1 for billing, 2 for outages, etc,) but I shouldn’t have to threaten an AI that I want to cancel my service in order to reach an actual human being. Further more, bring those services reps backs to the states, we need people we can understand. I know thats harsh, but its the truth you need to hear. I want to part ways, this is business, I do not pay full price for part time service, as I’m sure if I didn’t pay my full bill you wouldn’t keep my internet on.
The $7 outage credit isn’t enough when you’re terrible service is potentially getting me terminated from my job.
What are you going to do about this?
XfinityGabby
Official Employee
•
1.5K Messages
8 months ago
Hello, @Van_Down_By_The_River. Thanks for taking the time to reach our team on Forums regarding your service issues. We can certainly help look into the interruption concerns and check your homes signal. Can you please send a DM with your full name and full service address to assist.
Here's 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
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user_s7gxtt
2 Messages
8 months ago
I'm having yet another 8 hour plus outage and will be canceling as soon as ny internet is back on and can find new provider. I am done.
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Van_Down_By_The_River
12 Messages
8 months ago
Same here, went from a 3:00 restoration to a 9:00 restoration. This is the final straw. Xfinity customer service team, I have no resolution from you, sent the initial message with zero response, where it at Gabby?
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Van_Down_By_The_River
12 Messages
8 months ago
Update: a competitor (starts with A, blue logo), is offering the same service, 1 gig internet, broadband service, for $80 a month. I called their customer service line and GOT A PERSON, they will even be paying my cancellation fees to xfinity.
Xfinity, you have fallen so far so fast it’s insane, you were the best, who ever is in charge not only deserves to be fired, but needs to be, restore your reputation and the service for which you were once known, prevent others like me from leaving, and you may just attract me back.
Do better.
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Van_Down_By_The_River
12 Messages
8 months ago
I keep getting ignored in the chat, they send me the fifteen minute time sensitive confirmation text, I confirm that its me, the service reps then go on to ignore me until the fifteen minute window passes, I suspect the xfinity team is trying to wait me out.
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Van_Down_By_The_River
12 Messages
8 months ago
Update: My service was just restored at 10:41 AM, 22 hours it was out with no more estimations after they missed the midnight restoration time. I’m sure they’ll make things right by offering me another seven dollar outage credit (sarcasm).
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