Visitor
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3 Messages
Insufficient Maintenance Notice Cost A Complete Workday
I received a notice saying there would be system maintenance starting “early morning,” with no other details provided. No exact start time. No estimated duration. No explanation of how long service might be unavailable.
The outage didn’t happen overnight. It started around 8 AM. From that point on, my internet was completely down. I rely on internet to work, and because of this outage, I was unable to work at all today.
I am extremely disappointed and frustrated. This is a paid service, and losing internet for an entire workday without clear notice is unacceptable. What makes it even worse is that as of almost 6 PM, the service still has not been restored.
If customers are going to be taken offline during business hours, the least Xfinity can do is provide clear and honest information in advance — when it will start, how long it will last, and how disruptive it will be. Saying “early morning” and then leaving customers without internet all day shows a complete lack of respect for people’s time and work.
This experience has been incredibly frustrating and disappointing.
P.S. I tried to select “tags” on this page, but it only caused the page to refresh. I had to retype the entire post all over again. This just added to an already frustrating experience.
XfinityMatthew
Official Employee
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1.2K Messages
4 hours ago
@user_e6e5bd I am sorry to hear that the service was down all day. When it comes to the service interruptions we certainly try to provide as much notice as possible when they are planned interruptions to the service. We certainly understand a lot of our customers work from home and try to limit these as much as we can. But in some cases these interruptions are unplanned and the extent of the repairs required are not immediately known until techs get out there. We would need to access the account to see more specifics of what happened for today's interruption.
For future interruptions you can check for the status and more information regarding any interruptions to your service following the step below:
https://www.xfinity.com/support/articles/check-service-outage
Once restored you can also request credit for any downtime using the steps in this link to be reimbursed for the days without service.
https://www.xfinity.com/support/articles/credit-xfinity-assistant
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user_25uexw
Contributor
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23 Messages
3 hours ago
I have literally had 17 technicians, 4 supervisors and an "area manager" at my house in the last 10 months.
After last week (had 3 more techs out) i was literally assured (and yes, I recorded it) that this next tech will have magical powers, and an entire team of network engineers with their own "magical powers".... and no im not joking Im literally having fun with them at this point, I was assured, they have "magical powers". But yep, magic stuff.
https://forums.xfinity.com/conversations/customer-service/i-would-like-to-file-a-complaint-or-find-a-resolution/6938b53599d8a96371def701
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