Visitor
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4 Messages
Disgusted
I woke up this morning to an outage of my services ,after xfinity was in my neighborhood on Friday making "alleged " enhancements to the network. I am a remote worker and this is the second day in a row that I am unable to work
due to this company's incompetence. The internet services that I pay for every month are critical to my employment, as there is no office that I can go into to work when issues like this arise,due to my company transitioning everyone to remote.I have had to use PTO time that is supposed to be for my vacation, to cover your company's failures. And the 20 dollar credit that will be offered to cover this outage is laughable at best ,as it will not cover the money I would have made today from working,or the PTO time that I had to use to cover my missed time today,or will it barely make a dent in what I pay your company for services. Your customer service is horrible. I have attempted to call every number possible, and I get the same message everytime that a member of customer service will not be able to help you until the outage is cleared, and then the phone disconnects. I have been highly inconvenienced by this whole experience and it's not fair. It was this company's responsibility to make sure that there were no issues resulting from the "alleged enhancement of the network " done on Friday, over the weekend ,but I suppose that have been "too much like right" on your company's part . I have been a customer for well over a decade, and I am beyond angry and disgusted with how your company operates and treats its customers like we are only a dollar sign ,and you guys think that you can do anything you want,when people are paying their hard earned money to support your company. And as of 2:35 pm CST today,I can't even get an estimated time of restoration regarding this. I want to speak with a supervisor immediately regarding this. Your should be ashamed of the way you treat your customers
XfinityDemitrius
Official Employee
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2.3K Messages
12 hours ago
Hey @user_dmrnz3, Thank you for visiting our official Xfinity Forums Community support page. Please accept my most sincere apology for the experience you have encountered. From time to time, service interruption and maintenance can take place. Scheduled maintenance and network upgrades typically have notification within the Xfinity App up to 72 hours in advance. Unplanned interruptions can take place for many reasons that are outside our control.
We are taking great strides in making enhancements to our network to not only help improve the quality of service, but to also provide enhanced speeds. As we upgrade our network, services may be interrupted while we make this transition. You can learn more about this network shift by visiting https://www.xfinity.com/network.
If you would like to follow the service interruption, you can check the status by visiting https://www.xfinity.com/support/status and signing in with your username and password. Our service interruption map has things from regular maintenance and upgrades to local Xfinity service interruptions. It will help you stay the most up-to-date on potential issues. A list of features for our service interruption map can be found by visiting https://www.xfinity.com/support/articles/check-xfinity-outage-map.
The Xfinity App is the best place to get real time updates. If the notification does not provide an available time of restoration, we would also not have one available on our end as well. We can help make note of the interruption on the account if interested and report your feedback.
Please send a direct message by clicking the chat icon in the upper right corner of the page, clicking on the pen and paper icon, and then entering “Xfinity Support” in the “To” section. Please include your full first/last name and complete service address (Including the city, state, and zip code), and I'll be happy to help take note of this.
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