10 Messages
Need help ASAP please!! Need to speak to a live, knowledgeable agent! Incorrect, conflicting info about planned outage & I work from home.
I contacted Xfinity on 9/17 after receiving a notice of a planned outage on 9/24. I have a copy of the transcript in which the agent told me - and confirmed after I asked again - that the outage was planned for 9/18 and would go from midnight to 6:00 a.m. (the agent even capitalized MIDNIGHT to make sure I understood that it started in the middle of the night, not at noon). Catching up on text messages from today, I see a message from Xfinity Assistant indicating that an outage is still planned for tomorrow, but starting "as early as 6:00 a.m." Checking my account online, it says work starts at midnight. My first meeting is at 5:30 a.m. tomorrow, and I have made NO ARRANGEMENTS for working elsewhere tomorrow because YOUR AGENT TOLD ME ON 9/17 THAT THIS WASN'T HAPPENING.
I need to speak to a REAL person who ACTUALLY KNOWS what is happening and when, and - if necessary - can compensate me for now having to find last-minute (likely paid-by-me) accommodations for somewhere to work tomorrow.
user_4egmcu
10 Messages
7 months ago
Got a live agent to call me. Been on for 44 minutes and counting. No straight answer yet on whether there is currently an outage (there's not) or, if there will be, when it will start. Agent told me it would start at midnight and be done by 6:00 a.m. but when I asked for that in writing "something changed" and now he's not so sure and looking into it some more. HOW HARD CAN THIS BE? My first meeting tomorrow starts in just over 8 hours - do I need a hotel room or not? And will Xfinity pay for it?
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user_4egmcu
10 Messages
7 months ago
Warning to other gullible Xfinity customers: Don't be fooled by offers from "official" Xfinity employees claiming they want to help you. Moving complaining customers off of a public site to a formal communications channel is an excellent strategy to make Xfinity appear to be responsive. But almost an hour later, @XfinityAntoine has only managed to send me a code to confirm my account (and I had to prompt them to "re"-send it when I didn't get one). No response since I received it via text message and sent it back.
I still don't know if the planned outage is starting or ending at 6:00 a.m. This is not a hard question. There is no reason that I should have been given wrong date information last week, received a text message from Xfinity today that differs from what showed when I logged into my account this afternoon, or why - after an hour on the phone and another hour now waiting on @XfinityAntoine - I'm still waiting for someone to give me a real answer.
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