Visitor
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3 Messages
Neighborhood Internet Issues Unresolved
Hello, I'm writing this in frustration as I can't seem to get any help from Xfinity. I seem to only get in touch with overseas folks who cannot connect me with any local supervisors to actually fix the issue. Our issue started the first week of March (2022), the Xfinity service going to my neighborhood drops multiple times a day, every single day. It's now June (2022). After 3 months of this, they still have not resolved the issue. In early May there were several Xfinity bucket trucks roaming our neighborhood replacing parts for about a week. I spoke to one of them and they said the issue only effects my neighborhood, they can't seem to pinpoint the problem, but they're working on it. That was acceptable. However that was early May. It's now the second week of June and the issues persist. We haven't seen an Xfinity truck since May. I try to call Xfinity's 1-800 numbers or use the Chat with an Agent option on the website ... all just get me the same runaround. Restart your modem. Let us send a tech to your house (that's been done, the house is fine, no surprise). No one at Xfinity seems to want to resolve the issue and I can't get any contacts.
Done venting, does anyone know how to escalate this, or actually get in touch with a local supervisor to get this resolved? We only have Xfinity as an option for internet, so I can't switch to someone else. I work from home so this is having an effect on my work.
Thanks.
Latoque
Expert
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29.9K Messages
4 years ago
Moved from email forum
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CCStephanieT
Contributor
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342 Messages
4 years ago
Hello @Fredman6 thank you for reaching out to us on our community forums. I see that you are reaching out because you are having issues with the Internet. I apologize for the inconvenience this is causing. I work from home as well and need reliable Internet. I see that you have already completed the basic troubleshooting steps but the issue is still present.
Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.
To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon or https://comca.st/3EqVMu7
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
See https://comca.st/3KQF8q9 for an example.
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Fredman6
Visitor
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3 Messages
4 years ago
6/15/22 - Update, I have been Direct Messaging with Xfinity support here on the forums. So far the local Xfinity Maintenance crews have not addressed the issues. Problems keep getting blown off. Will continue working with Xfinity support on this forum until the local crews take the issue seriously.
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lrnhnrtty
Visitor
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1 Message
4 years ago
My neighborhood is going through the exact same issue. I am extremely frustrated and would like a field team to run diagnostics on our underground line to figure out what is going on.
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