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user_0indk0
1st Topic

2 Messages

Thursday, July 25th, 2024 2:19 PM

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Horrible Customer Service and WiFi Outages

I recently decided to go with Xfinity WiFi for it was affordable and we just moved into our new place, the WiFi itself is great (When it works) for the past 2 weeks at least every other day the WiFi goes down for about 5-6 hours at least and I'm still paying full price BTW, I've tried to reach out to customer support to see if I could get any discounts or even just end my service with them at this point but its almost impossible to talk to a real person because the automatic response just assume that you're calling about an outage which has bee currently going on for 14 hours at this point

Question

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Updated 

9 months ago

41

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XfinityThomasC

Official Employee

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2.5K Messages

9 months ago

Hello, @user_0indk0 Sorry to hear you haven't had the best experience. This is not what we want for our loyal customers like you. Just to confirm are you stating these interruptions are specific to your home and not an area wide issue? Can you tell the community what troubleshooting steps you've taken to resolve these issues? Are you able to post your modem logs here, so we can get a glimpse of what has been happening with your service? 

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user_0indk0

2 Messages

when I look at the map whenever it goes down it seems to be my place by itself but it always says"there's an outage in your area" its been on and off for the past 2 weeks and it went down around 5 pm yesterday and its still down at this point

9 months ago

0

XfinityKassie

Official Employee

 • 

1.7K Messages

 

user_0indk0  Shoot! Okay, we'll let's take a closer look into what's happening with your services. Can you please send a Direct Message with your name, name on your account, and the service address we will be working with today? 
 
Click "Sign In" if necessary
Click the "Direct Messaging" icon at the top of the page (looks like a text bubble)
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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9 months ago

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