XfinityJessie's profile

Administrator

 • 

5K Messages

Wednesday, September 28th, 2022 4:37 PM

Hurricane Ian

**Update 10/11/2022**

Customers may find additional information about our Florida service restoral plan here: https://florida.comcast.com/2022/10/02/hurricane-ian-response-and-restoration-update-for-central-and-southwest-florida/

This site includes estimated dates of restoral by county. It is updated regularly so we recommend checking back often. 

If you need to report a down cable line due to Hurricane Ian, you can do so here: https://www.xfinity.com/customer-requests

**Original Message**

We hope you and your loved ones stay safe during Storm Ian. Download the Xfinity app or check My Account to monitor your services and stay connected in the event power is lost. Check out the Xfinity Response Center for additional information. 

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Visitor

 • 

1 Message

4 months ago

I live in Lehigh Acres, and because of Hurricane Ian the internet cable disconnected. I keep trying to get in touch with an agent but never works. Is there a way I can get them to come here and fix my cable, because i got a text message that the outage was restored which obviously doesn’t do anything for me.

XfinitySara

Official Employee

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438 Messages

Good morning, @user_237b0a! Thank you for reaching out to the community regarding the storm's effects on your service. I'm glad to hear that you're signed up for text notifications of any updates, of course. Keep in mind that you may see intermittent connectivity while our field team is actively working in your area, if they still are. Have you checked My Account or our Status Center for an update by chance?

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Visitor

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2 Messages

4 months ago

Our power has been restored for nearly 5 days. People in communities all around us have their power, cable and internet restored. We do not. When you look online there is nothing on when, there is no feedback or acknowledgment that you are even working on our area. How can I get a true update? I work from home and this is becoming very difficult. 

Note: This comment was created from a merged conversation originally titled Hurricane Ian
XfinityRyanE

Official Employee

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596 Messages

Hello @user_9551f9, thank you for taking the time to reach out and express your concerns. I'm sorry to hear that you are still without service. As someone that uses the internet for just about everything, I know how important it is to stay connected. The best place to go for updates is the Xfinity App, it's updated in real-time based on our field tech's findings. If there is no ETA on the app, we would also not have an ETA to provide.

Rest assured our techs will continue to work diligently until everyone is back online.

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Visitor

 • 

3 Messages

4 months ago

I have been trying to get some sort of status update for my outage. All get is some made up approximately 2 hours for when I ask then that time comes and goes then the response is ASAP. I would like an actual answer. Like “Our crews are busy is other areas right now your are is 8th in the que except 2 weeks of outages.”

Note: This comment was created from a merged conversation originally titled Ian outage
Again

Expert

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28.4K Messages

@user_437e08 

I have been trying to get some sort of status update for my outage. All get is some made up approximately 2 hours for when I ask then that time comes and goes then the response is ASAP. I would like an actual answer. Like “Our crews are busy is other areas right now your are is 8th in the que except 2 weeks of outages.”

At this time there is no definite ETA for when internet and cable will be restored.  Depending on the damage in your area it could be anywhere from tomorrow to a month from now, or anything in between or beyond.  Remember, the crews have been hit just as hard as anyone else, and I would imagine that a lot of repair vehicles were also damaged.

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I am a Customer Expert volunteering my time to help other customers here in the Forums.
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Official Employee

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279 Messages

Hi there! This is definitely not the kind of experience we want our customers to have with us. We'll check on this right away and will do the best possible for you. Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look into your service interruption.

To send a "Direct Message" to Xfinity Support:

-Click "Sign In" if necessary

-Click the "Direct Messaging" icon or  https://comca.st/3EqVMu7

-Click the "New message" (pencil and paper) icon

-The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

 - As you are typing a drop-down list appears. Select "Xfinity Support" from that list

 - An "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. Thanks.

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Visitor

 • 

2 Messages

4 months ago

We live in the Lely area of Naples. Our community lost power during the storm. Power has since been restored (both to our.grid and to those that surround us) for about three days, but our internet remains down. We were given an ETA of 10/5/2022 at 3:45 pm. After the estimated deadline passed, and our intrrnet was still unavailable, we checked the status center link again. This time we noticed the eta had been simply deleted. As others have mentioned, blanket statements with no actual information, repeatedly referencing the same status center link (also with no information), and the repeated assurances that my frustration is "understood" is almost more frustrating than not having internet. I am asking for specific, substantive information, about the status of the resoration in this area.

Note: This comment was created from a merged conversation originally titled Hurricane Ian
XfinityMacey

Official Employee

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541 Messages

Good morning, @user_6aa469, and thank you for reaching out through our Community Forums page for help with your internet service today. I'm sorry to see that your internet isn't working for you at this time due to the recent storm in your area. As with all inclement weather conditions, circumstances can change based on the conditions in the area. I'm glad to see that power has been restored to your home and your neighborhood, but there may still be issues with the power or infrastructure that provides service to your home. Our field technicians are working as quickly and safely as possible in partnership with the local power company, to ensure that everything is up and running just as soon as we can. 

 

A specific ETA for restoration may not be available at this time, as conditions have been changing constantly and it is hard to determine how much time will be necessary to make all repairs and have everyone back online. Rest assured, we are working as hard as we can to have your service restored soon.

 

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Visitor

 • 

2 Messages

4 months ago

I've had power back now for 48 hours and still no update from Xfinity, not even an estimated timeframe. I can't get a hold of an agent to give me anything but general information like "we are working to restore services". I haven't seen a single xfinity truck near my neighborhood and there's practically no damage at this point that hinders xfinity from working in the area.... It's very frustrating as I work remotely for the majority of the time and can't access the internet. My cell service in my house is terrible so I can't even create a hotspot or browse on data. I'm staring at my walls for entertainment at this point. I get that it was a major hurricane, but come on at least be transparent with your customers and give us some real updates. I'll be sure to make a claim on this months billing because I'm not even sure what services I'm even paying for anymore!!!

Note: This comment was created from a merged conversation originally titled Sarasota County internet services

Visitor

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4 Messages

Likewise.  It seems as though they've abandoned us.  Internet worked fine for 5 days after Ian passed and now it's 24 hours with nothing.  Stream doesn't work.  You can't get any updates from anybody.

Official Employee

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252 Messages

Hello @user_644a52 I am relived to hear you are safe after hurricane Ian. Xfinity offers a few ways to check for updates. The Xfinity My App provides service interruption updates, and you can also sign up for proactive notifications. Here is a link https://comca.st/3EmQ4LL that provides information on how to set this up. 

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Official Employee

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224 Messages

Hello @user_5042b8 we thank you for reaching out to the forums Community regarding updates. We understand the frustration with the delay and the hotspots not connecting properly as the alternative, we do not want you or your family to miss work, and we will work as fast as possible to get services back up and running.

  • Please keep in mind that It is possible that public power could be restored to your home or business (or that you have a power generator), but the location of the Comcast network serving your neighborhood still doesn't have public power, which must also be restored before your services can work properly.

The most effective way to get service interruption updates for your area and information about your Xfinity service is to visit https://comca.st/3SZQGey or use the Xfinity app.

 

We can also review your area as well for updates:

 

To send a direct message [private message]:

   Click "Sign In" if necessary
   Click the "Direct Message" icon or https://comca.st/3Vj7K14
   Click the "New message" (pencil and paper) icon
   The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
   - As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
   - An "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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Visitor

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4 Messages

No you really don't understand the frustration.  You build frustration into the process, so that people give up.  I drove over to the Xfinity store @UTC to get ANY kind of update and they told me " yes I see they're working on fixing the node and should be up by 740p this evening".  I'll make a bet with you.  I will donate $1,000 to a charity of your choice IF the internet and TV are up by them.  If not, you pay $1,000 to a charity of my choice.  Deal?  Oh and you can also issue a refund for lost wages for 2 days now.  I won't hold my breath that you'll offer that.  WHY doesn't the XFINITY or xfinitywifi hotspot work if you tout them as an alternative solution?  What's the point?

XfinityAbbie

Official Employee

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1.3K Messages

@user_644a52 This would be an upsetting experience and I want to look into your specific account to see what is going on in your area. 

 

Please send a private message by clicking the direct messaging chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your name and address and I'll be happy to help.

 

  • Here's how to "send that direct message";
  • Click "Sign In" if necessary.

    Click the "Direct Message" icon  in the upper right corner or https://comca.st/3eahuKa; 
     
    Click the "New message" (pencil and paper) icon.
     
    The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
     
    As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
     
    An "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.
I am an Official Xfinity Employee.
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Visitor

 • 

2 Messages

4 months ago

Hello,  hoping this comms channel will help me resolve my current issue.  We are in a hurricane Ian post-recovery location.  Out condo complex has been restored thus I am able to gain connectivity at out poolhouse.  But not in our unit for some reason.  Other units are fully restored.  Is there a chance that we may have two separate Xfinity connections to our complex?  I have constantly reset my router/modem.

Thanks for any help!

Note: This comment was created from a merged conversation originally titled HURRICANE IAN OR XFINITY ISSUE?

Visitor

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2 Messages

4 months ago

I have been with Comcast for 8 years in Florida I have high speed internet 135$ per month I have hit with hurricane Ian  I lost the Internet cable because the tree lay on the line and the company refused to hook up the line or lay it under the ground asking me to clean the trees and this trees belong to my neighbor but I called someone to clean but it will cost 900$ it's crazy plz help me to fix the problem ⚠️ comcast asking me to deal with your neighbor and divide this cost between each other I will nock the people door to do that it's not acceptable where is the service and could you taking care of the people 

Note: This comment was created from a merged conversation originally titled I have hit with Hurricane Ian
EG

Expert

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97.5K Messages

Concern moved here to the Customer Service help section for greater exposure to actual Comcast corporate employees (The Digital Care Team) for assistance.

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick

Official Employee

 • 

345 Messages

@user_5520a4 Thanks for creating a post on our Community Forums. I'm terribly sorry to hear that this happened and hope everyone is safe from the storm. We would certainly want to get our technicians out to repair/replace the line, though the tree would need to be removed first to avoid any further damage or safety concerns. I definitely agree that having a tree removed can be quite costly, even more so when it's not even your tree! 

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Official Employee

 • 

345 Messages

@user_5520a4 My apologies that my reply had been cut short. Let's see if we can find more information to help out with this. Would you please send our team a direct message with your full name and full address? 

 

To send a Direct Message:

 

Ensure you are logged in

  • Click the "Direct Messaging" icon or https://comca.st/3EjLWfH
  • Click the "New message" (pencil and paper) icon
  • The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
    • As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
    • An "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.
I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Visitor

 • 

26 Messages

4 months ago

Will Xfinity be turning off service in Southwest Florida for Customers effected financially by Hurricane Ian.  Systems says services will be turned off if payment is not made.  No one to call to ask for help.

Kindly

Collier County Customer

Note: This comment was created from a merged conversation originally titled Financial Hardship from Hurricane Ian
CCMorgan

Gold Problem Solver

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3.3K Messages

Hi there @user_fb73e0 . Please take a look at this link for general info: https://comca.st/3RB5oaI. As part of our recovery efforts, we aren't charging:

  • Late payment fees 
  • Early Termination Fees (ETF)

We are also offering the ability to put service on an up to 12-month pause. 

I no longer work for Comcast

Visitor

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26 Messages

Internet an Tv are our on access to news and Family.   Not worried about fees, as need to modify payment plan, so we will lose service if we cannot pay?  We need service just flexibility in payment date.  

Appreciate any help to take one worry away that losing so much we wont have tv or internet.  

CCMorgan

Gold Problem Solver

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3.3K Messages

Totally understand where you're coming from. We are here for you! Are you looking for more of a payment plan type option? 

I no longer work for Comcast

Visitor

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26 Messages

@XfinityMorgan​ Yes please; we just need more flexibility.

CCMorgan

Gold Problem Solver

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3.3K Messages

Understandable! Please review this link for me: https://www.xfinity.com/support/articles/installment-plan-balance-due. Does that still look like it would be something of interest to you, would that be helpful? 

{edit: hyperlink}

I no longer work for Comcast

Visitor

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7 Messages

4 months ago

Hello. I am located in Bonita Springs, FL. Electricity was restored this past Sunday and I do not see any down cable lines. When can we expect internet services to be restored? Thanks.

Visitor

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7 Messages

My info goes public...how do I send you my information privately? 

(edited)

XfinityEricB

Official Employee

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473 Messages

Sorry about that, I meant to add that information in the last post. 

Can you send us a private message with your full name, name of account holder (if different), and service address?

To send a private message, please click the chat icon next to the bell in the upper right corner. Click the “notepad and pen” button. Send the full message to our shared support handle “Xfinity Support”. We look forward to hearing from you!

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New Poster

 • 

4 Messages

4 months ago

When will services be repaired and restored 

Note: This comment was created from a merged conversation originally titled Hurricane Ian update

Official Employee

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652 Messages

Hello. I can understand the importance of being connected ASAP, and we hope you are remaining safe. I appreciate your patience while we work to get this resolved, and for updates you can use our Response Page, and sign up for alerts through the Status Center

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Visitor

 • 

1 Message

4 months ago

Hello,

I reported what I suspect to be a down cable line for myself and neighbors in my backyard, when will I know if it will be addressed? I would like to know if it is in fact the cable line and not a live wire. Are you providing any specific area ETAs on resolutions?

Thanks,

Official Employee

 • 

260 Messages

@Jay2106 Thank you for contacting us here at the Xfinity Community Forums regarding your report of a downed line in your area. I can certainly look into this report further to make sure the proper ticket has been put in place.

Could you please send our team a direct message with your full name and full address?

 

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon or https://comca.st/3EqVMu7

Click the "New message" (pencil and paper) icon

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

- As you are typing a drop-down list appears. Select "Xfinity Support" from that list

- An "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

See https://comca.st/3KQF8q9 for an example.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Visitor

 • 

1 Message

4 months ago

I lost service again yesterday in the Sarasota FL area, along with multiple days during Hurricane Ian.  Xfinity sent me a full priced bill this morning.

How do I request outage credits?  I tried using the xfinity assistant, but it said my account was ineligible.

Official Employee

 • 

394 Messages

Hi there! @user_d060b7. We are sorry you are having issues with the Xfinity assistant. We can take a look into this further for you.

 

To get started, and to locate the account, please send our team a direct message with your full name and full address. Thanks!

To send a "Direct Message" message:

  • 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
I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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Official Employee

 • 

394 Messages

It was a pleasure assisting you!

Please don't hesitate to reach out if you run into any other questions or concerns about your services or account. We are here for your support 24/7! We hope that you and your family are staying safe and healthy!

I am an Official Xfinity Employee.
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Visitor

 • 

3 Messages

4 months ago

I live in Naples.  We have had power since Saturday but are still without internet and have not been able to get any updates from Comcast as to when it will be restored.  The longer this goes on, we are growing increasingly concerned that this is going to go on for weeks.  Can you please provide some update?  Thank

Official Employee

 • 

352 Messages

            @user_782827​ 

 

 I do hope your family is safe during these hard times, our tech are working 24/7to get everyone back up and running, you can track the status via the awesome my account app https://comca.st/3fP2SAm, if no date & time is listed, it should list as soon as possible, even if you have power our nodes & plats that supply network services to your home are still damaged or with out power

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Visitor

 • 

3 Messages

4 months ago

We live in Naples.  Our power was restored last Saturday and we still do not have internet and have not received any updates from Comcast as to when it will be restored. We are becoming increasingly concerned this will last weeks since we are not getting any information from Comcast.  Do you have any updates as to why and when we will get internet?  We work remotely and this has been extremely disruptive.  Thank you 

Official Employee

 • 

352 Messages

            @user_782827​ 

 I do hope your family is safe during these hard times, our tech are working 24/7to get everyone back up and running, you can track the status via the awesome my account app https://comca.st/3elUYOq, if no date & time is listed, it should list as soon as possible, even if you have power our nodes & plats that supply network services to your home are still damaged or with out power

I am an Official Xfinity Employee.
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We ask that you post publicly so people with similar questions may benefit from the conversation.
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Visitor

 • 

3 Messages

It has been saying as soon as possible since the storm.  We would like a real ETA.  I work from home and cannot continue with this unknown of when it will be restored.  Likes others I have not seen any Comcast trucks and at this point do not believe they are working on it since you cannot provide any updates.  We are extremely disappointed and frustrated by the lack of communication from Comcast.

Official Employee

 • 

151 Messages

In some places, services were impacted worse than others which can cause there to be a delay in resolving the issue. Our technicians are still working diligently to get the network infrastructure up and running, so customers like yourself can get back to work. At this moment the best way to track the progress is via the awesome my account app or by visiting us online at https://comca.st/3elUYOq.  Once we have an update that will be the first place that will get the information. I can also set up a follow-up here to reach back out to you once more information is available. Would that interest you? 

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Visitor

 • 

7 Messages

Maybe we should all notify the state of Florida.

https://secure.floridapsc.com/ClerkOffice/EfilingPublic

Visitor

 • 

4 Messages

4 months ago

no service since Sept 28th, but being charged normally.  You also have no restoration date , so how do you have the nerve to charge us???

Note: This comment was created from a merged conversation originally titled HURRICAN IAN

Official Employee

 • 

261 Messages

Thank you for contacting us on the forums, @user_913fdf! I can understand your frustration, and once we have you up and running we can credit the account for the time you were without service. To document your account with the information, we will need to get into specifics, via private messaging. Please follow these steps to get started:

Click "Sign In" if necessary

 • Click the "Peer to peer chat" 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

 

We'll continue assisting you there! 

I am an Official Xfinity Employee.
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Visitor

 • 

2 Messages

The response from Comcast has been a joke. All other major carriers are back up in our area. I think they have understaffed their response team. The chat suggested below is useless and has no estimated restoration date. 

Visitor

 • 

3 Messages

IAN-

We have been more than patient for 10 days now. Every house around us now has Xfinity internet except for us. Every house! Obviously there is something going on with MY house. If only there was way for me to call and speak to a freaking human being to pass that information on then maybe it could be resolved. Instead I have to listen to your robot patronize me about how hard your working to restore my internet. How you feel my pain but speaking to a representative wont help my situation.... 

XfinityOtto

Official Employee

 • 

436 Messages

Hi, @

 

 

Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

To send a private message:
Click "Sign In" if necessary
• Click the "Peer to peer chat" icon
• 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

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick
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