Internet Outage (Day 4)

Our internet has been in an outage for four days.

1. we have never received a text alert about the outage or any status updates despite repeatedly signing up for alerts via the website and through texting a request.
2. We are consistently advised to use hotspots but whenever we enter our credentials to do so, we are informed that “access is not provided in our service tier” which is ludicrous given we have proof of paying for both internet and mobile service.
3. we are not allowed to request a tech visit “until the outage is over.”
4. We are told that over 100 customers are impacted but have spoken to about 10 neighbors and posted on our community social media, and not one person has shared they have an outage.
5. whenever we reach an agent we are informed that it will be fixed within 3 hours. This message has been shared 4 separate times and this has never proven to be true. NOTE: We had to pose as a potential new customer to even speak to a human. Unsurprisingly it was incredibly quick to reach someone when you indicate you want to sign up for service.

As a working parent of young children, you have made my life exponentially more difficult, Xfinity.

We recognize outages happen but the runaround, stall tactics, and inability to be transparent (or accurate) on what you are doing to rectify is disappointing, at best.

Get yourself together.