Visitor
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1 Message
How do I escalate an ongoing internet outage issue
Help! Need to get this issue escalated to the correct team.
This is Day 11 of an internet outage. It was both internet and cable, but yesterday’s tech solved our cable issues.
Internet was working when he left yesterday around 3 pm. It went down again around 8 pm and came back up around 1:15 am. Back down again at 9:59 am this morning. Still down.
Our fourth appointment for this issue is scheduled for Thursday between 8 am and 10 am. We’ve also had two bucket trucks come by to fix the issue.
How do I get this escalated?
CCDanny
Recognized Contributor
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238 Messages
3 years ago
@user_dd6127 thanks for posting in the Xfinity Forums our great team is here to help with ongoing service issues.
You are on the right path for escalations. It is very important when having issues like this that we get the technicians out there to diagnose and escalate the issue to our maintenance teams if needed. We are also here to work with you and ensure that everything is being handled for you from beginning to end.
Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.
Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message
Let me know if you have any questions.
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