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user_55cfzu
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Wednesday, November 27th, 2024 12:55 AM

Internet is out, unable to get in touch with a human

The Internet is out, online account says 'Outage detected', while the outage map does not show outage where I live. I had electricity for 4 days, everyone around me has electricity, there is not work going around anywhere close to my house and I did not see any Xfinity vehicles either. I'm unable to get a live person on the phone or get any ETA. The phone connects me to a bot that refuses to connect me to a live person, saying that 'Outage is detected and a live agent cannot provide more information'. I need to connect to a live person asap as I and my kid require Internet.

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9 days ago

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XfinityBenny

Official Employee

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682 Messages

16 days ago

@user_55cfzu Thanks for adding a post. We have the best tools to count on here https://www.xfinity.com/response. It is our critical events page, with the resources to get real time updates to your mobile phone, verify the service status or latest updates, and also how to find the closest Xfinity Hotspots. They will help get you online while we complete the repairs in the area. We know how important it is to get back online, and get any info from the local techs asap, so we created that page. Click on it now and add your mobile number to receive the latest updates, but most importantly be added to the list of impacted customers. Getting everyone back online is priority one, and we appreciate your patience while we work to restore service.

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tinjin

2 Messages

15 days ago

Since Sunday, ours comes on at 10a and completely shuts off at 930p. Every. Day.

Yet we've gotten three text messages saying our services have been completely restored. Clearly this is not the case! Haven't been able to get through to a human, either.

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XfinityMarcos

Official Employee

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1.9K Messages

Hello tinjin, I can only imagine what you've been going through. Are you able to check the Xfinity app or Status Center to confirm if there is an active service interruption impacting your area? 

 

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15 days ago

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tinjin

2 Messages

It's not about going through something. I can certainly live without the internet for a while, and have done so in the past.

What's irritating when we're told one thing, reality differs, and we can't get through to find out what's going on because the AI is saying there's an outage even when service is active, and that's all it'll say. Don't say it's fixed multiple times when its not!

I did get through to someone. I was told there had been "unscheduled planned maintenance" in my area that looks like it might be done, and yes, coincidence that it happened at the same time every day...

Yeah. No. Just tell me repairs are still ongoing, or that things have to be taken down (during peak usage hours, but whatever) so crews can work: be honest about it. Provide your CSRs with that knowledge.

I'm aware there's an unfortunately large number of people that can't handle such honesty, sadly. They're the same group that doesn't see, "I don't know," as a valid response. Either way, its done.

(edited)

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9 days ago

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XfinityKassie

Official Employee

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1.4K Messages

 

tinjin I completely hear where you are coming from, and appreciate the feedback. We are always looking to improve our customers experience with our products, services, and support channels. To be honest, in some cases planned maintenance can lead and uncover repairs that need to be made to keep the network working properly. Thank you for understanding, and we look forward to supporting you in the future. Please feel free to let us know if there is anything else we can help with. 

 

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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9 days ago

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user_jc7cgl

1 Message

15 days ago

Y'all can appreciate our patience till we get so fed up we find another carrier. Find better ways to communicate when you will have us back online.  Over 2 days I've been down,no updates, no trucks no humans with anything remotely useful to say.  " Sign up for updates" doesnt mean diddly when you don't send out any information at all

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XfinityJeniece

Official Employee

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2.5K Messages

Hey there, user_jc7cgl, thanks for reaching out through Xfinity Forums regarding your services. I would be happy to take a look at the account details on our end to ensure you have the most up-to-date information. 

 

To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon or  https://forums.xfinity.com/direct-messaging
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

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15 days ago

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user_55cfzu

2 Messages

12 days ago

Update. The day after I posted the initial message, the 'Outage is detected' message has disappeared from my account. I was able to launch 'troubleshooting' of the modem using the website which allowed me to subsequently file a support request and schedule for a technician to come the next day. Before that, I was not allowed to 'troubleshoot' or file for a support ticket. In the support request, I simply wrote 'The cable was down due to the storm. The issue is outside the house'. Within a few hours after I filed a support ticket, the modem started working and blinking green. I subsequently cancelled the support request

The Xfinity Support did not respond to my Direct-Messaging messages that I sent around the time of the original post in this thread. After I signed up for mobile updates, as suggested by XfinityBenny above, I have not received any text message updates from Xfinity. There were not Xfinity Hotspots that I could connect to around my house either.

The Xfinity customer support that actually addresses customer concerns is non-existent.

(edited)

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XfinityLinda

Official Employee

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1.4K Messages

@user_55cfzu We appreciate you sharing this update, and happy to hear your services are back up and working properly. We are sad to hear you had a frustrating experience in trying to get your troubleshooting. Glad our suggestions on this thread helped. Sadly, our Hotspots are not always available in all areas. Please don't give up on them, it's good to know what areas do have them available while you are out and about in town. We are always here to assist for anything you cannot access in your Xfinity app. Just reach out again. Have a great rest of your day.

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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12 days ago

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