Day five of service interuptions

Over a week ago, I received a text message that they would be doing service in my area on 11/14 and I could expect service interruptions. I appreciated the advanced notice so my wife and I, who both work primarily from home, could make other arrangements. Later that day, I received another text saying you were unable to complete the work and I would receive a text when you would be back. The following day, my service was again interrupted but the text didn’t come until after the interruption. This has been repeated everyday this week. I cannot get a hold of a live person to get any type of update. This has been extremely disruptive and I am on the verge of canceling my service. I have been happy with it to this point but you lack of customer service and care is awful. I want to know when the work will be complete.

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XfinityGabriel

Official Employee

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1.9K Messages

1 day ago

user_vjkaux,Hi there! Thanks for taking the time out of your day to reach out. As someone who depends on my services to work correctly for my job, I understand the inconvenience that this has caused you. I am so sorry to hear about this experience. You've knocked on the right door in virtual land. Rest assured, you are connected with a team of experts, and we'll gladly assist and do everything within our power to rectify this experience. For interruptions, we also provide a great digital option to report interruptions and can also request a credit for the downtime. Simply go to our Digital Status center here at this link. Scroll down to where it says "Tell us more about your experience in the Interruption" Tips section at the bottom of the page. A form launches to determine eligibility for the credit. You will then provide details about your experience during the outage. This is a great way to make sure that you receive your credit as we strive to ensure that you receive the services that you pay for. How does this sound?

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user_vjkaux

2 Messages

That’s all well and good but doesn’t address the core issue: when will work be completed? I have signed up for text updates which are useless. I need to know how much longer I need to make alternate work arrangements.

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1 day ago

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XfinityGabriel

Official Employee

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1.9K Messages

user_vjkaux, Great question. I will be happy to see if I can find more details for you as our digital options provide us with the same information on our end. If you were to run an internet health test like in this link here via the Xfinity app, what results would it pull for you? As someone who has been in your shoes before, I have found that our hot spots are very useful and have saved me many times in these circumstances. Even though its not ideal to have to leave to find a hot spot to stat online but it is a great backup plan.

Two great options for finding a nearby Hotspot are by downloading the XFINITY WiFi Hotspots app or by checking the hotspot location map at this link here. My favorite thing about our hotspots is the data is unlimited.

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1 day ago

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Customer Service

user_vjkaux

Day five of service interuptions

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