Visitor
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2 Messages
Downed Wire in Yard for nearly a Week!
Hi, I'm coming here to see if anything can be done about this. Here is my story; During the recent ice storm in MI my home and general neighborhood were fortunate enough to keep both power and Xfinity service at hour homes. Then on the morning of Thursday, Feb 23 a limb fell off a tree and took down my Xfinity line between my home and the service poll. This is where the nightmare began. I work from home and rely on Xfinity to do my job. When the line went down, I lost TV, Phone and Internet service. All I had was my cell phone at this point. The AI Chat bots for telephone and web chat prevented me from reporting a downed Xfinity wire in my back yard for several days. The onlie form to report downed lines DOES NOT WORK! Neither the Chat App nor the telephone AI would allow me to speak to a live technician since there was an "outage" in my area. The outage map had no indication of where the exact outages were (like the outage map for my power company does). I filled out the Downed Wire form on my cell phone and every time I did so and clicked "Submit" I got an error message "Uh Oh! Something went wrong. Please try again later." I drove to my local Xfinity store to see if they could help. The manager there told me that "due to the outage in our area, there was nothing they could do." She then tried to use her computer to report the downed wire on my account. She too got the "Uh Oh!" error and was unable to report the downed wire.
I know there was no service interruption in my immediate area because my neighbors still had service and the Xfinity Public Hotspot on the pole across the street from me was still functioning. I was able to connect my laptop to it and get a very weak signal but at least was able to monitor some emails. As I mentioned I work from home and rely on Xfinity internet to do my job. Because this line was down I missed 2 days of work. When I got the text message stating the "outage" was resolved late Monday evening, Feb 27, I immediately called in to the main support line and reported the line down in my yard. The tech I spoke with said the earliest anybody could be out would be Weds March 1! I explained my situation to the tech on the phone and he said he would put a priority note on my ticket since I'd been down for so long already and if any there were any openings on Tues Feb 28, I would get one of them. He took my cell number and let me know a tech would be contacting me on that.
I check my email this morning and see that Xfinity support called my Xfinity land line and left a voice message the previous night! Why would support call a line that was reported as being out of service? I call them back and find out it was only a confirmation for the Weds Mark 1 appointment. Both times I that I was able to speak to a live human, they barely spoke English and I had a very difficult time understanding them. Working in the Tech Support field myself I saw it was very obvious these techs were reading from scripts and could not, would not deviate from them to assist with a customer unique situation that did not fit any of their scripts.
Needless to say I am more than frustrated with the customer service from Xfinity right now. Xfinity has let AI take over their customer service so deeply that it cannot help their customers properly or correctly identify specific outage areas. From the Xfinity outage map I was able to access it looked like the AI had simply flagged the entire zip code as an outage, which was wholly and 100% inaccurate. The AI blocks customers, and apparently staff too, from reporting downed lines in a prompt manner if there is an "outage". I've been with Xfinity/Comcast for almost 20 years now and have never NEVER been totally stonewalled by customer service and told they literally cannot fix a downed line like this. Downed lines in people's yards should be PRIORITY!!! They pose a hazard to people and pets living in the home. To have a downed line in the yard for nearly a week is 100% unacceptable.
Because of this I am looking to switch to a different provider that actually cares about its customers unless Xfinity can some how rectify the situation.
CCBrandon1
Problem Solver
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770 Messages
2 years ago
Hello, and thank you for bringing this to our attention. As someone who works from home, and relies on internet for everything, I can understand the concerns when your service is not working. Often times, there are other factors when there is a big weather event, which does take a ton of man power to work through. I know it is important to have working service, and to have downed lines repaired ASAP. You have reached the right place for help. To begin, send me a direct message, and we can look into what could be going on, and ensure the proper work orders and tickets are open.
To send a "Direct Message":
Click "Sign In" if necessary
• Click the "Direct Message chat" icon
• 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
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iberdude
Visitor
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2 Messages
2 years ago
Your chat window takes nearly 10 minutes to get a single reply from, and the first message is asking me to verify my account. In the meantime after making this post I got another call from Xfinity support to my non-working land line even though I've asked 2 different techs to please have future calls come to my cell phone number on file. So I called support back again to see what they wanted. They were calling to confirm the appointment I had already confirmed. Again the Tech Said there were no notes about "priority ticket" or instructions to contact via cell. This 3rd tech asked if I had any service at all. I told him I did not. He suggested that I should try restarting my Xfi Gateway to see if that resolved the problem. I admit I got pretty upset at that point and told him that restarting the gateway is not going to fix a downed wire in my yard. My satisfaction level with Xfinity Support is now at Zero.
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user_e01a40
Visitor
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1 Message
2 years ago
I’m almost positive I’m your neighbor. I’m having this exact some problem. Except the wire is on top of my house. Someone came out today and moved the entire wire to in my front yard, and it’s not been sitting like that since 11am. This is ridiculous
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