Visitor
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1 Message
Need immediate tier 3 or higher assistance
I’m in an area with an outage where I need answers as I’m not able to work without internet. I called when the outage occurred, received a ticket number, and was told it would be restored by 1am - well before I needed it for work at 5am.
It’s 5:07am, no internet and I’ve been on hold for 45 minutes waiting to speak to a supervisor.
Update: 1.5 hours on hold and counting…
2+ hours and the offshore manager refused - REFUSED - to escalate my concerns about the outage and the severe mishandling of information by other support representatives.
flatlander3
Problem Solver
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1.5K Messages
2 years ago
There really isn't anything an offshore contracted company can do for you on an outage in the USA. Customer engagement opportunity to up-sell product or service perhaps. That's about it.
If you need internet service for work, if you are not a W-2 employee, there is a 2% rule for internet deduction that may or may not be current (tax law changes yearly...sometimes more often). Contact a licensed tax accountant. You may find after paying them, you can actually save money and come out better. Your company may also re-reimburse part/all of internet expenses if you are a W-2 employee.
Cheap wallyworld hotspot with a pre-paid data plan makes for an excellent on demand fail over. LTE is plenty fast for zoom/webex calls, and you can fire it up at will, and buy a month when you need it. Save the receipt and, be aware of the carrier you need to have it work (Verizon, T-Mobile, AT&T are all different on coverage). If you have a phone, and it works at your location, that's the best odds of a carrier for a hotspot. 3rd party like Ultra-Mobile or similar have access to different towers and it could possibly work for you.
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Jlavaseur
Problem Solver
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948 Messages
2 years ago
Sometimes you have to be creative, my neighbor has Fios, so we are on good terms, she has kids doing the virtual thing, we made each other guest accounts, so I connect to both at the same time, redundancy and I can take advantage of her faster upload speeds..
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EG
Expert
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110K Messages
2 years 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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XfinityArmand
Official Employee
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2.1K Messages
2 years ago
Hi there @user_d333f4! Thanks so much for taking the time to reach out to Xfinity Support here on our Community Forum. We are so glad to hear from you and want to help out in any way that we can with your service. No worries! You have reached out to the right team, and we are going to make sure that we do everything to get things back up and running for you. So that we can get started, please feel free to shoot us a private message so that we can get take a look at what's going on.
To send a "direct message" / "private message" message to Xfinity Support:
• Click "Sign In" if necessary
• Click the "Direct Message" icon or https://forums.xfinity.com/direct-messaging
• Click the "New message" (pencil and paper) icon
• The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
• - As you are typing a drop-down list appears. Select "Xfinity Support" from that list
• - An "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
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