Extreme Outage

I am writing to express my extreme disappointment with the way a recent outage was treated by Xfinity.  The outage began the night of Saturday, August 22  Late in the evening, a car hit the telephone pole in front of my house, taking out the Xfinity cable.  The electric company replaced the pole before the morning, but the Xfinity cable was left broken and hanging off my house.

At about 9am on Sunday August 23, I placed a call to Xfinity.  I was told I had a confirmed appointment for Monday afternoon and was waitlisted for a Sunday appointment.  A technician arrived at my house about 2:30 on Monday, August 24.  When I greeted him at the door, I advised him of the situation. He rolled his eyes and took his car to the street to address the issue.  Within 30 minutes, I got a call from Xfinity customer service telling me that he was unable to fix the problem and that ticket was being closed and another opened.  When I pressed for when I would have a resolution, I was told 3-5 days.  I told the customer service rep that I had recently had surgery that prevents me from leaving the house, so not having Wi-Fi or cable left me very isolated.  She responded she would escalate to her supervisor.

I tried to be patient, hoping to hear something soon.  I did not.  I finally called on Thursday, about 1:30 pm.  I was advised that I would have someone at my house the following afternoon.  A very dedicated technician arrived and advised me he would resolve the problem within 20 minutes.  It took a bit longer, but he solved the problem that I now realize could have been remedied days earlier.  I asked him why the first tech couldn’t resolve the problem, he only shrugged. 

So, in the end, I suffered an outage of nearly 5 days because the first technician was simply too lazy to do the work???  And the customer service rep created a ticket that got no attention until I had to call days later???  This service is appalling.  I have been an Xfinity customer for over 40 years and over that period of time have paid well over $100,000 and this is the service I get??? 

While it is little consolation to how this impacted my life, particularly since I was confined to home. I am insisting that a credit be applied to my account for the downtime as well as an additional courtesy credit to compensate me for the severe inconvenience this caused.

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