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user_jz3fpt
1st Topic

3 Messages

Tuesday, September 17th, 2024 7:15 PM

Closed

Internet outages every day for the last 5 days - Can't get any answers

I've been getting automated service outage messages every day for the last 5 days and can't get in touch with a human to help me diagnose what the issue is.  The most infuriating part of this is that xfinity assistant will not connect me to an agent because they have detected a service outage in the area.  It's an insane policy to not be able to talk to someone about an outage when there has been an outage every single day.  This has nothing to do with my home network or router, it's all issues outside the home.  Can someone fill me in on what is causing the constant outages and what is being done to resolve the issue?  This level of service is not acceptable.  Please do better.  

Question

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Updated 

7 months ago

182

2

0

EG

Expert

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110.1K Messages

7 months ago

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

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XfinityMartyR

Official Employee

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2K Messages

7 months ago

Thanks for reaching out, user_jz3fpt. Continuous service interruptions is not the experience we want for you or any of our customers. Have you received any email notifications that work is being done in the area? All areas in our footprint have been working at enhancing our network, and I know emails have been sent out letting our customers know what's coming up. 

 

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user_jz3fpt

3 Messages

No, I have not received any emails about service upgrades in the area.  I've only been receiving automated messages about service outages (sometimes multiple times per day).  There have been hours-long outages every day for the last 5 days.  I'd like to know what is causing this and what is being done to resolve it.  My wife and I work from home, so having no internet for multiple hours every day is unacceptable.

7 months ago

0

XfinityThomasA

Official Employee

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2.3K Messages

 

Your feedback is appreciated, user_jz3fpt. Keeping the services accessible and reliable is more important than ever. There may be a variety of reasons for a service interruption. Our technicians and engineers always investigate the cause and work to restore service as quickly as possible. In some instances, we can determine your service status. If you've registered your mobile phone number for Comcast Alerts, you will receive proactive SMS text messages providing that information, as well as estimated resolution timeframes, periodic updates and a final message when the services are restored. The most effective way to get interruption updates for your area and information about your service is to visit https://www.xfinity.com/support/status or use the Xfinity app. 

Tip: Add 266278 to your phone's contact list so you have easy access to text commands.

Xfinity Text Alerts.

Note: Message and data rates may apply.

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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7 months ago

0

user_jz3fpt

3 Messages

I appreciate that, and am already receiving these automated text message alerts.  Understand that receiving these alerts does not help when you get them every day and are experiencing internet outages for multiple hours per day.  I want to know why it keeps happening and what is being done to fix the underlying issue.  If this is going to continue, I'll just switch to a different provider with more reliable service.

7 months ago

0

XfinityMartyR

Official Employee

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2K Messages

 

user_jz3fpt Let's take a closer look for you, and see if we can tell what is causing the local interruptions. Please send us a direct message. 
 
To send a "Direct Message" message:
• Click "Sign In" if necessary
• Click the "Direct Message" 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
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

7 months ago

0

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