Customer Service

I am now on day three of my internet going out nearly every hour, and the service has been unreliable all week. On the first day, we were without internet entirely for nearly 12 hours!

Every time I try to contact customer support, no matter which prompts I follow, the automated system tells me I cannot speak to a live agent because there is a current outage. That is exactly why I need to speak to someone. This “current outage” has been happening all week. Customers deserve to know what is causing it, what Xfinity is doing to fix it, and when we can expect reliable service again.

We cannot rely on the app or automated system for updates because every restoration time passes and is simply extended again. “As soon as possible” is no longer an acceptable answer.

I work from home in a position involving private information, and my job also requires a very quiet work environment. Taking my laptop to a public location is not an option. My family depends on my income, and these constant outages are putting my job and our financial stability at risk. A temporary (very small) bill credit will not make up for lost work or lost income, and frankly is an insult at this point.

I have been a loyal customer for years, but Xfinity is failing to provide reliable service, meaningful updates, or any way to reach an actual person. What are customers supposed to do?

I need someone from Xfinity to provide a real explanation, an accurate restoration estimate, and a way to speak directly with a representative. We will be canceling our Xfinity service as soon as the automated system stops blocking and disconnecting my attempts to reach a human unless something drastic changes in the next few hours. We've had ENOUGH.