Customer service

Scheduled maintenance with no warning — cost me nearly $1,000 and shut down my baby’s room.

I just had my internet shut off by Xfinity for so-called “scheduled maintenance.”

No notice. No text. No email. Nothing.

Meanwhile, I get plenty of useless marketing notifications from you every single day, but somehow this one — the one that actually matters — doesn’t make it through?

Because of your unannounced shutdown, I lost three 3D print jobs worth $970 total. One of them was running for four straight days and is now completely ruined, missing a client deadline that can’t be recovered.

On top of that, my baby’s entire nursery runs on smart plugs — heat, lights, and monitors — and all of it went dead the second your maintenance kicked in. If something had happened, I wouldn’t even have known. That’s not just inconvenient, that’s dangerous.

Don’t give me the “scheduled maintenance” copy-paste line. Scheduled means you tell people ahead of time so they can prepare. This was a blindside outage that caused real damage.

I expect a credit applied to my account immediately and a formal record of this outage attached to my customer file. If I don’t see a response, I’ll be filing a complaint with the FCC and documenting this across your social channels.

People deserve to know that your “maintenance” can take out safety devices and businesses with zero warning.

Do better. I’m so mad I’m shaking. Your lucky he was fine

Responses

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XfinityPaula

Official Employee

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2K Messages

6 months ago

Good morning SAVAGE_SOLUTIONS! Thank you for taking the time to share with us the interruption in your services and how severely interruptions like this can be for our customers. I'm sorry that the maintenance stopped the projects you had going and disrupted the devices and monitors you have for your son. When my kids were newborns I remember watching the monitor so closely to see if they were breathing, and having specific room thermometers to tell me the temp, and humidity levels. It gave me peace of mind and I would probably be the same way. I still look in on them to make sure they are sleeping well. So I know how much of a panic it can create when the network is down.

I am happy to help you with the account and check on our notifications. Can you please send us a direct message with your name and service address?

To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a live chat.
Click "Sign In" if necessary
Click the "direct messaging" icon or https://comca.st/3J0ir1l
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it

SAVAGE_SOLUTIONS

Visitor

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3 Messages

@XfinityPaula

Thanks for responding. Here’s my information so you can locate the account:

[Edited: "Personal Information"]

I want to be very clear that this message isn’t about learning how to check notifications — it’s about the fact that there was no meaningful warning before a maintenance outage that caused real losses and safety risks on my end.

If a notice truly was sent, then it clearly wasn’t delivered in a way that reached me, which is still a failure in communication. I depend on this service for professional 3D printing work and for my baby’s smart nursery setup, and the sudden shutdown led to approximately $970 in ruined print work and loss of heat and monitoring in the nursery.

I’m asking that this incident be officially documented on my account and escalated to the maintenance or corporate team for review. I’m requesting a service credit for the outage and an explanation of why no adequate notice was given (or why the notice failed to reach me).

Please confirm when this has been noted and forwarded for escalation.

Thank you for your time,

[Edited: "Personal Information"]

(edited)

6 months ago

SAVAGE_SOLUTIONS

Visitor

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3 Messages

@SAVAGE_SOLUTIONS I keep getting new specialist dropping in and trying to verify my account. I keep telling them use the phone and then they just disappear. This is crazy

5 months ago