R

Visitor

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2 Messages

Thursday, March 23rd, 2023 4:33 PM

Closed

Is there a reason that xfinity refuses to provide customer service during an outage?

My internet has been down for 2 days, service page says it is due to "dangerous storms" its currently sunny outside. There is no ETA no information besides "we are working on it" the last update was two days ago. To add to this, aparently when there is an outage there is no way to talk to a human. Phones wont send you to an agent, the chat wont connect you to a person. I cant even ask billing questions. This is so anti-consumer its ridiculous. 

Expert

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103.7K Messages

1 year ago

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

Official Employee

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1K Messages

1 year ago

Hey there! You are welcome to reach out for billing questions but if your question is about a service interruption then you will be routed to the automated message because that is the extent of the assistance we can provide and instead of taking an agent away to reiterate that information, we leave them available to assist customers with resolvable issues. All up to date and current information about an ongoing service interruption would be what is posted on the app or website, or said in the automated message. As for storm related issues, while the weather may have cleared up now, that does not mean the aftermath of a heavy storm does not loom. It is impossible to immediately know all the damage caused by an act of nature and can require multiple teams, including those outside of Comcast's control such as the electric companies if a line is down or if damage was caused to infrastructure along the way. 

Visitor

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2 Messages

1 year ago

Oh I understand the reasoning, but that has to be some the most cold robotic customer service ever. Imagine if your doctor refused to speak to you, and directed you to an automated message, all because answering your questions would take them away from other patients. So I don't know if this is the place to leave feedback, but that system, and approach to customer service is atrocious.

I also understand that the after affects of the storm linger after the storm itself... of course they do. But how does that prevent xfinity from giving me updates as to the status? As of two days ago the status page has not changed "blah blah storm, blah blah working on it" no "teams on site assessing damage" or "waiting for PG&E to restore power" or "estimated repair time x hour" nothing, just radio silence, and a robot telling me I cant talk to an agent. I work from home, this is outage is costing me money. 

Listen I know you cant do anything about it, all I want is some communication.

Official Employee

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1K Messages

I am sorry you feel that way, but we appreciate your feedback. Believe me, nobody wants Comcast services up and running more than Comcast and we will work to get things restored as soon as we possibly can. If you would like to set up a follow up when things are restored we can do that, just send a DM to XFINITY SUPPORT. 

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