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kdrudy
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4 Messages

Thursday, October 3rd, 2024 3:09 PM

Is Xfinity doing any repairs in Augusta, GA yet?

I tried calling but the phone tree is setup to make sure you can never actually talk to anyone, ever. Extremely frustrating and the same experience I've had every time I've ever had to deal with Xfinity!

We have power back after the hurricane, but our internet is out. I can see, in my yard, where the underground cable from the house to the box was pulled up and cut when a tree fell down. I know this is the cable because I watched them install it a few months back.

I've tried communicating this, but it's impossible. There's no water anywhere, and I suspect this might be the only reason we have no internet. I know it's not life or death, so I'm not trying to shortcut what I'm sure is an absolute mess for repair workers right now. I am simply wondering how I can get this information to someone so they know what obviously needs to be fixed.

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1 month ago

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XfinityJamesC

Official Employee

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1.7K Messages

1 month ago

Greetings, @kdrudy! I hope your week has been treating you well. Thanks so much for taking a moment out of your busy day to leave a post on our community forum about the progress of repairs in your area. You have definitely come to the right place for assistance.

 

If you could 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'd be more than happy to look into this for you.

 

To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.

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kdrudy

4 Messages

@XfinityJamesC​ I tried this but no-one is responding to my DM. I got an initial response and then nothing....

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1 month ago

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XfinityChristy

Official Employee

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1.6K Messages

I apologize for the delayed response. The team here on social media is not a 1 on 1 instant chat. As national corporate care specialists, we work through multiple systems for research and documentation purposes. This can cause our response time to vary depending on how many customers are reaching out at a time. That code is on the way via text message now and it is good for about 15 minutes. Please DM it to us when you get it.  

(edited)

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.
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1 month ago

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kdrudy

4 Messages

@XfinityChristy​ I still haven't received anything. Maybe there's a glitch somewhere?

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1 month ago

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XfinityChristy

Official Employee

 • 

1.6K Messages

 

kdrudy I am sending you a private message now. 😀

 

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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1 month ago

0

user_mpvea7

1 Message

I am having same issues. Unable to talk with anyone regarding outage. Please help. Thanks

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1 month ago

user_cejvk2

4 Messages

1 month ago

Same, also I do not have a direct message icon

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XfinityEricB

Official Employee

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1.7K Messages

 

user_cejvk2 Can you confirm you are logged into the Forums site? It will only appear on the top right of the page if you are logged in. 

 

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.
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1 month ago

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EG

Expert

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107.1K Messages

1 month ago

@user_cejvk2 @XfinityEricB 

Be advised that sending an unrequested direct message to the support team is a violation of their forum guidelines.


Please see this post about direct messaging the support team;


https://forums.xfinity.com/conversations/getting-started/direct-message/6445fb0eb9339b2013e8ff9c?commentId=6446bf50b9339b2013e93478  

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user_3s13wp

1 Message

1 month ago

When will the internet be back up? Y’all are worse than the power company at this point. 

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XfinityVictor

Official Employee

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873 Messages

 

user_3s13wp Hello, I am really sorry you are experiencing a service interruption in your area. I understand how frustrating it is, and I am happy to look into more information regarding the ongoing service interruptions in your area. Can you please send us a DM. You can start by clicking the chat icon located in the top right corner of your forums' page when signed in. Once there, you can direct your messages to "Xfinity Support." Please add your full name and service address to help us locate your account. Let me know if you have any questions. 

 

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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1 month ago

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tdcarlo88

New Poster

 • 

4 Messages

1 month ago

I've seen the xfinity trucks once last week in my neighborhood. They came and walked it. No work was done. Xfinity keeps giving me new ETRs and it's getting annoying to not have any update and not see any workers. I noticed the businesses just outside of my neighborhood have their internet restored. I guess xfinity doesn't have the manpower to fix the area.

(edited)

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XfinityJamesC

Official Employee

 • 

1.7K Messages

Greetings, @tdcarlo88! Thank you for taking a moment out of your busy day to leave a post on our community forum about the repair progress in your area. You have definitely come to the right place for assistance.

 

I've seen a lot of neighborhoods with multiple separate maintenance alerts and repair projects underway. Some repairs are happening within the neighborhood and other repairs are occurring along the signal path, with the fiber lines, headends, service plants, and transponders. If you are following the repair progress with your Xfinity app, you may receive alerts that repairs have been completed, but those alerts may just be referring to one of many ongoing repair projects. Every neighborhood seems to be a little different.

 

If you could 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'd be more than happy to look into this for you.

 

To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.

 

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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1 month ago

0

Paganoi

2 Messages

1 month ago

Xfinity trucks were present in my neighborhood for a few minutes several days ago then bailed out. Haven't seen them since. Many people work from home and this is causing a massive problem for us. Also, FYI, I am logged in and there is no DM icon at the top right.

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XfinityKassie

Official Employee

 • 

1.3K Messages

 

Paganoi Good morning! We appreciate you reaching out to our Community Forums Support, and bringing your service concern to our attention. Having reliable service is important, especially when working from home. I'd be happy to take a closer look into your services, and see if there has been an update from the local team. This is also a great resource as well, https://south.comcast.com/2024/09/24/helene/ . 
 
Additionally, be advised that sending an unrequested direct message to the support team is a violation of their forum guidelines. Please hold off on sending Direct Messages until asked. Let's see if we can get you squared away, so you can send us a Direct Message with your name, and service address. 
 
 
Click "Sign In" if necessary
Click the "Direct Messaging" icon at the top of the page (looks like a text bubble)
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

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1 month ago

Paganoi

2 Messages

@XfinityKassie​ This is absolutely pointless.  I've done this and all I get is the canned response that they don't know.  You could easily say that here.  Ridiculous.

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1 month ago

user_5t1k0l

2 Messages

1 month ago

So it’s been a week and still no internet fix. I’m supposed to have my install appointment tomorrow which will probably get pushed back. This company is horrible compared to ATT. Can’t get a hold of anyone. No updates on restoration. And all I get when visiting the store is the same generic stuff I get from the website. I’m not happy with anything this company has done so far communicating and I’m praying fiber comes to my neighborhood so I can ditch this company as fast as possible.

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XfinityGabriel

Official Employee

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1.9K Messages

 

user_5t1k0l, Hi! Thanks for reaching out. This is definitely not the experience we strive for. I am so sorry to learn that we have made you feel this. I know how important it is to have the services back up and running as quickly as possible. You've come to the right place. Over social media, we are an expert team of specialists dedicated to helping our XFINITY community with service concerns such as this. We appreciate you greatly for your patience during these stressful times. Below are some helpful tools to help with checking on updates and information about your service.
 
  • Using the Xfinity app.
  • Visiting the Status Center at xfinity.com/outage.
  • Calling us at 1-800-XFINITY.

What I can do from here is check on this appointment for you on my end to ensure we take care of you. It may need to be rescheduled for after the services are restore for your location. To research this further, please send us a direct message with your first/last name and full address. You can start by clicking the "direct message" icon on the upper right page of the forum page. Once you click on that, input our shared handle "Xfinity Support" to send us a direct message. If you're signed in to your forums profile and because you have already posted to the public page, you should have the option to do so.

 

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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1 month ago

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user_5t1k0l

2 Messages

The issue is nobody has any idea of what the eta is. This is the only company I’ve experienced that refuses to ever contact its on tech team to ask for updates. The automated calling system refuses to let you speak to a real person and as soon as it sees there’s an outage practically hangs up on you! It might actually be easier to call and get the president on the phone than to speak to an agent to get them to send a dang email to techs asking for an update of any sort. I’ve DM’d on Twitter and got the same generic response I see on the Xfinity app/website! This is horrible customer service. I’m just trying to get an eta on when it will be fixed and “as soon as possible” is not an eta!

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1 month ago

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XfinityDilary

Official Employee

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1.8K Messages

 

user_5t1k0l Thanks for your comment. If there's no estimated time for resolution available it means our team is still working to restore services in the area. Our field team should update the timeframe once the have an idea of when they will be done. This will be notified on the Support Center page or through our Xfinity App. I also recommend siging up for text notifications through the app. This will automatically notify you once our field team updates the ETA. I hope this helps. 

 

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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1 month ago

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