Frequent Outage & Ridiculous Customer Support

There have been 4 outages at my apartment this month and I can’t help thinking of the numerous outages since I moved here last June, which I haven’t complained about at all. But it seems to get more and more frequent so I went ahead and contacted Xfinity using the live chat wanting to get a report of all the outages in the past year. I had to talk to 3 different representatives because every time when they realized I was asking for such a report, the live chat just magically got paused “due to inactivity” even though I had been chatting with them actively. The third representative finally was able to give me a brief summary of the dates when there was an outage, but only within the past 90 days, not the past year. There were 11 outages from March 18th to today, June 11th, isn’t that amazing? Now I have the following questions to Xfinity:

1. Is it possible to get an outage history report for the past year as I mentioned above? (From June 2025 to June 2026)

2. Why did the internet service issue happen so often?

3. Why does Xfinity never tell me about the outage credit even though it happens so frequently at my place?

4. Is it really so hard to provide better online customer service? Or is Xfinity making this difficult on purpose? I don’t think any other customer support I have dealt with is so slow, so unstable and so careless.

In addition, I noticed my upcoming bill went up from $40 to $70.81 (in the app) and I contacted Xfinity customer service via Messenger because somehow the live chat within the app just didn’t give me the option to talk to a representative for that matter. Whoever handled my case on Messenger was absolutely the WORST customer support ever. They did tell me what happened and found me a better deal but once I confirmed the new contract and started asking if the bill will be adjusted to the new price right away, they were giving me an attitude just because I said it’s not reasonable for me to pay the $70.81 rate for any part of the month since there was NO notification in advance informing me of such rate change until I accidentally logged into the app and saw the bill. First they insisted the bill was already generated so it must be paid off and they can only adjust the rate on the next bill. Then they claimed there would always be notices at least 30 days in advance regarding rate change which I’m more than 100% sure was never sent to me in my case. After I asked for proof of such notifications, they then said it was possible that the notice was not generated or might be missed in my case, WITHOUT providing any solution to my question. And the attitude was just amazingly rude! Like I should feel sorry because I was taking too much of their precious time and Xfinity had nothing to do with the issue I brought up. Clearly it’s a different team handling the communication via Messenger vs the live chat customer support but both are eye opening for me.

I never liked Xfinity’s online customer support and found it very interesting that there is no email option while most companies offer it. This forum is probably the only place that I would consider as helpful within all the channels provided by Xfinity since I had a few of my previous problems solved here (although it’s not the most user friendly and not that fast) and that’s why I’m posting this. It will be interesting to see if the support team here is going down as well or they’re still trying.