Network enhancement delays

Network enhancement in Nashua NH has taken my service down for 4 business days so far: 4/25, 4/28, 5/2 and today 5/3. There was no advance warning that disruption will affect internet for not one, but SEVERAL days.

What is the service guarantee for Xfinity customers?
How much service availability is advertised?

When service is down for long periods 4 times over 6 consecutive business days, you are no longer providing reliable internet service.

You cannot blame this on Network Enhancement unless you provide timely, accurate notice at least a week in advance.

How much notice do you think is appropriate for 4 days of PLANNED DOWNTIME?
How will you compensate my expenses for making other work arrangements for four days (and counting) when service disappeared?

Responses

CCDevinC

Contributor

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473 Messages

2 years ago

Hi there @user_9bd155 Thanks for reaching out to our teams on the Forums. We are truly sorry that you are experiencing these service interruptions in your area. When it comes to services, We try to keep you up and running all the time. Unfortunately, there are times when issues arise on the plant, and during those times we try and get you back up and running as quickly as possible. This is also in your user agreement when you sign up for services.

To get the answers to your other questions, we would need to take a further look into your account.

Could you please send our team a direct message with your full name and full address?

To send a "Direct Message" message:

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

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user_9bd155

Visitor

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2 Messages

@XfinityDevinC I appreciate your sentiment, but my issue is not with the "fact" of a planned service interruption, which we all know can happen, but in the misrepresentation of it as a minor inconvenience for a single day.

Why did Xfinity not give two weeks notice that I might be without internet for most of a week? Is it
- Incompetent service engineers?
- Incompetent planning?
When will this series of service interruptions be over?

2 years ago

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CCTimothy

Valued Contributor

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406 Messages

Thanks for replying, @user_9bd155! We have responded to your direct message, and we can continue assisting you there!

I no longer work for Comcast.

2 years ago

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user_7a1175

Visitor

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1 Message

Hi

i am so happy that I am not the only one upset about this. I work from home and today is a holiday and Xfinity texted me today 6/19/2023 and stated my Internet will be disrupted on 6/21/2023 for enhancements. No time for me to try and figure out how I am going to work from home and I have a disability. This is wrong! I would have liked a month in advance! This better be completed on 6/21/2023 or O will be making arrangements to go to AT&T!

2 years ago

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CCCam

Official Employee

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232 Messages

Hello, @user_7a1175. I can definitely understand your frustration. So many of us are working from home now. We want to minimize your downtime while also making enhancements to our infrastructure, so all of our customers have the best experience with our services far into the future.

I no longer work for Comcast.

I am an Official Xfinity Employee.
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2 years ago

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Customer Service

user_9bd155

Network enhancement delays

CCDevinC

user_9bd155

CCTimothy

user_7a1175

CCCam

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