2 Messages
Lack of Customer CARE
We received an email from Comcast "Thu, Jun 13, 5:20 AM" under the subject line of: " Prepare for Outages". The letter clearly stated, "Our most current information has us starting work on 06/20, affecting service at ..." "While we will make our best effort to stick to that date, sometimes factors beyond our control – like weather – may cause us to shift the schedule."
We operate a business out of our home, and elected to use Comcast/Xfinity for our Internet and Mobile. Here's the problem, Comcast began working directly off our street yesterday, Thursday, 13 June, NOT the 20th. We had a day without telephones or internet and no time to warn customers. When we regained consistent service last night, we could not telephone or email or communicate with a Comcast Employee because we could not get past the automated phone service, on a side note, we live in an area primarily occupied by Seniors and vacationers, Seniors can't use the automated service, they get very confused.
I am so very tired of having no control whatsoever over a company that I pay premium prices for services. We live in an area where the ONLY provider with decent internet speed is Comcast/Xfinity. Sending us an email announcing upcoming outages is fantastic; something we can plan for, then beginning the outages on a day and date far in advance is bad enough. What makes it worse is there is no one to call at Xfinity/Comcast. Here's are my questions; Will we still have outages on the 20th? Will we receive a credit for the day we lost phone and internet service, including 911? When is Xfinity going to start caring about the people that they provide service for? On a side note, it's hilarious that you have senior citizens as an option under topic - I'd love to watch my 92 year old mother, who pays over $200/month on a fixed income for basic cable but can't navigate the phone system or as she says, she's already 92 doesn't have time enough left in her life to sit on the phone and wait for a customer service person at Xfinity, fill out this form. You should be ashamed of yourself.
XfinityBradM
Official Employee
•
1.3K Messages
2 years ago
@user_sid1p4 Thank you for providing your feedback, it only helps us do better and provide a more pleasant experience. We try to maintain the reliability of every local network and node but there are situations that occur that are out of our control and we can only react to those scenarios as they come. There are follow-up emails that are sent out when maintenance work has been completed so it is a good assumption that there will still be maintenance on the 20th. Be sure to utilize the Xfinity app when you're experiencing an interruption of your service to check for local interruptions or complete troubleshooting steps that can even set up an appointment for a technician.
With regard to receiving compensation for time without service, we would have you go to the link here and log in with your Xfinity ID. You will then want to navigate about halfway down the page and click the link, "Check eligibility" where a form will launch and you can input your dates and time.
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