Visitor
•
5 Messages
Internet Out for 3 days, No communication
I have been out of internet since 6/20/2025. The issue is lack of communication and transparency. When I tried to speak to a live agent, I was met with a message saying 'Since you are experiencing and outage, we can not connect you with a live agent. I went to the Comcast store, and they were very nice, but unfortunately they had little to know communication in regard to the outage as well. It is know 3:09pm 5/22. I am an Audio Engineer that works from home and rely on Internet to fulfill my projects and make client deadline. I was very hopeful that the Internet would come back on today so that I could at least complete a deadline for tonight, But because of the lack of communication and internet still being out, I had to make the decision to get Internet from a different company that allowed self installment and day of service. I went back to the Comcast store to see what my options are for just canceling Internet from Comcast, and I was told I would have to cancel everything. Which at this point I will. I am in the process of looking for alternative companies. It's a very unfortunate event as this all could have been avoid by simple communication and being transparent with you customers.Unforunately this isn't the first time I have had issues with Comcast customer service. I had to cancel my mobile lines due to the lack of communication and accountability for my mobile line issue. I have had Comcast pretty much all my life regardless if it was me or with my family members. I've always loved the service. Until I had to start communicating with customer services. Comcast is a huge company with the head quarters being down the street from my day job. It's a slap in the face the way you all treat your customers. This is not a message for a response. More so to vent and maybe something will be done about the extreme lack of customer service and care. As someone that deals with customers and employees issues daily, transparency,honesty and most importantly communication goes a long way!
EG
Expert
•
111.2K Messages
21 hours ago
Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
0
0
XfinityJustinM
Official Employee
•
114 Messages
20 hours ago
Hello @Shar143, the internet has completely shaped a new world. We understand that not only is our service here to keep you connected to the world, but it also is important for the careers of many. Our field technicians work very hard for many hours and in various whether conditions to provide the most reliable internet experience possible. Due to the innate nature of the verbiage and specialized knowledge of the technology it can be difficult to translate the inner workings of what may be happening in the background. With that being said, we will still take your feedback and utilize it to provide a better customer experience along the way. We love all of our customers, and look to provide them with as much communication and transparency as possible, but we can always be better!
In the future I would recommend signing up to receive proactive network interruption notifications. I will place an article below that will have detailed instructions on how to do so. As someone that lives in an area that has many severe weather events every year, this has brought me a lot of peace.
https://www.xfinity.com/support/articles/proactive-outage-notifications
You mentioned that you were having some trouble with making some changes to your services, our digital care team can surely help out with this! If you could please send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account. I would be more than happy to make sure your services align with your needs.😃
To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon
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.
6
0
user_nn4eyd
Visitor
•
12 Messages
20 hours ago
This is exactly the concern that I’ve been posting on the forms for a while. My entire neighborhood has been out for four days and it wasn’t until this morning that the app said you have an outage. The lack of communication will definitely give me pause and consider alternatives
even still if you go on the app it says will be restored as soon as possible, which is basically saying nothing. I have a home office and not having any communication as to the service is completely unacceptable.
(edited)
0
Mazmal
Visitor
•
2 Messages
7 hours ago
Internet is still out 6/23 now and still no communication...I work remote and will be looking elsewhere for an ISP.
0
0