Visitor
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1 Message
Emergency Escalation Request: Total Service Outage
Hello,
I am writing to request a formal escalation for a total service outage at my address. My services have been completely down since Wednesday, November 4th at 8:00 PM.
The Xfinity Status Center page has been constantly pushing back and changing the estimated time of arrival (ETA) for a fix, and I am getting no clear answers on when this will actually be resolved.
Worse, whenever I try to call the support line, the automated phone system states that there is a known issue in the area and completely blocks me from being connected to a live agent, leaving me with absolutely no way to speak to a supervisor or escalate this through the phone.
Because I have been without service for nearly 24 hours and have no path forward via phone support, I need an Official Employee to look into this master ticket, provide a real update on the root cause, and escalate this to the local dispatch or engineering team.
Thank you, and I am ready to provide my account details via Private Message as soon as an official representative responds.
EG
Expert
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122.8K Messages
1 hour ago
Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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XfinityAngie
Official Employee
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3.1K Messages
1 hour ago
Please send us a DM with your name and address.
Here are the detailed steps to direct message us:
1. Click "Sign In" if necessary.
2. Click the “Direct Messaging” icon.
3. Click the “Start new conversation” (pencil and paper) icon.
4. In the “To:" line, type “Xfinity Support”.
5. As you type, a drop-down list will appear. Select “Xfinity Support” from that list.
6. An “Xfinity Support” graphic will replace the “To:" line.
7. Type your message in the text area near the bottom of the window.
8. Press “Enter” to send it.
https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514
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