how is this acceptable?

severe storms come through at 2am, heavy lightning, internet goes down, router looses connectivity, you use the useless app to report an outage, app tells you there are no outages and you will be charged for a visit!

you go through the time loss of rebooting your router (waste of time), then the app makes you do it again (forces 10 min loss) (another waste of time), you then waste more time finally getting to a chat agent, then they tell you that no body can address your problem for a whole day...

all while you had the SAME issue happen a few weeks ago where an amp was blown on the street from a lightning strike. in the process you get scripted "we care about you" responses that just add insult, if you cared, you would get a human on the phone that would review the history of the account and escalate an issue with context. if you cared, you would get someone out the same day!

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XfinityAmira

Official Employee

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4.3K Messages

2 days ago

Hi user_2ow1el! Thanks for visiting our Xfinity Forum. We appreciate you taking the time to let us know about the complications you ran into trying to get support with the service interruption you experienced. I absolutely understand your concerns, you're right, and we apologize for any frustration or inconvenience caused by this.

To confirm, are the services still down on your end? If so, were they able to successfully get a tech scheduled?

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user_2ow1el

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3 Messages

no service and a tech for scheduled for tomorrow, which is not acceptable. we are at outage/disruption #3 in 30 days

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2 days ago

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user_2ow1el

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3 Messages

few of miles away on outage map btw

Neighbors affected: 3 - 100

Outage Reported:7/31/2025 2:58 AM EDT

Est. Time of Restoration:7/31/2025 10:15 AM EDT

Status:Under Investigation

Cause:Unanticipated Network Repairs

Last Updated:7/31/2025 8:13 AM EDT

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2 days ago

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XfinityAmira

Official Employee

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4.3K Messages

I am sorry to know the service is still down user_2ow1el, and that this has been reoccurring. I certainly know the importance of having your services up and running. I'm assuming we did schedule the soonest appointment available, but we would be more than happy to double-check for a sooner appointment on our end. We can also double-check for any known or reported issues in your area. Please send us a Direct Message. Here are 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

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2 days ago

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Customer Service

user_2ow1el

how is this acceptable?

XfinityAmira

user_2ow1el

user_2ow1el

XfinityAmira

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