Visitor
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2 Messages
How can I speak with a person?
I have been having outage issues for four days straight. After jumping through multiple hoops with the digital assistant I eventually see that other members have also been trying to report and outage and it appears in the outage map (would love to know how other succeed in reporting, as I keep getting stuck in an endless loop asking me to crawl on the floor and unplug things, even though I know it is an outage issue. I seem to get Internet and TV about a third of the time. It is resorted, then dropped, then restored then dropped.
I need some answers to determine my next move. It may be that the outage has been caused by construction on my street, or some other element, but Affinity has been aware of the challenges and "fixing" multiple times a day for four days.
Now it appears a technician will arrive in the morning, which I suspect is also a waste of time, as this is a broader issue than just myself. But how do I have an actual conversation to understand this issue?
XfinityVianney
Official Employee
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2.1K Messages
2 years ago
Hi, @user_19d3cc. Thank you for reaching out. I understand there is an ongoing service interruption which is also listed on the My Account App. I see your service has been down for some time, and you'd like more clarity around the situation. No problem. I'll be glad to dig into this further, as well, look into the upcoming visit to ensure we are on the right path.
I ask that you reach out privately, so we can cover the details of your account. You can start by clicking the chat icon located in the top right corner on your forums page when signed in. Once there, you can search for "Xfinity Support" to compose your direct message. Please add your full name and service address to help us locate your account. Let me know if you have any questions.
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user_db1346
Contributor
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34 Messages
2 years ago
Use their chat assistant to schedule a call back. Don't bother calling their support number or you'll be stuck in an endless loop.
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user_19d3cc
Visitor
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2 Messages
2 years ago
seems like the chat assistant is simply an AI bot loop as well. Totally unhelpful
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