Visitor
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4 Messages
Excessive Outages
There’s been nonstop outages since last month and the app does not allow me to get credits for any of them. I work from home so every time there’s an outage, it’s a big inconvenience because I have to cancel meetings, take time off, uber out to a different location (which my employer not always allows), and more. There was an outage on 6/30, 7/7, 7/8, 7/15, 7/16, 7/21, 8/3 and again today 8/5. What is going on and why can’t I claim credits? The ongoing outages have gone from monthly maintenance to excessive service interruptions. It’s not my modem because I keep getting texts about them “being aware” of a service issue or network performance and saying they expect to have it fixed by x time, but I’m paying nearly $70/mo to get unlimited data and fast internet, and I’ve now had to upgrade my phone plan to provide hotspot so I can keep working because Xfinity has become unreliable. Now, it won’t even let me speak to an agent until the outage is resolved. I don’t understand how this keeps happening. There’s no bad weather either so they can’t use that as an excuse.
EG
Expert
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119.8K Messages
2 hours 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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XfinityChristy
Official Employee
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3K Messages
2 hours ago
I can definitely understand why you're frustrated. If you've been dealing with multiple outages over a short period of time, especially while working from home, that's a major inconvenience and not the experience we want for you.
I'd like the opportunity to take a closer look at your account, outage history, and any available credit eligibility. Sometimes there are account-specific details that aren't visible through the app, and reviewing the history can help us better understand what's been going on in your area.
Please send us a Direct Message with your full name and service address, and I'll be happy to investigate further. We'll review the recent interruptions, check for any ongoing network issues, and see what options may be available to help.
How to Send Us a Direct Message:
For an example of how to send us a Direct Message, check out this link.
How to: Direct messaging within the forum | Xfinity Community Forum
I look forward to working with you and getting a better understanding of what's been happening.
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