Network Enhancement Work- Day 3

The work was completed Friday 2/16. I missed a total of 5.5 hours of work between 2/14 and 2/16. Also, I received an email indicating the work would begin 2/16. On 2/13 at 2:36 PM informing me the work would begin 2/14. That is insufficient notification. In addition, I was facilitating a training on 2/14. The notification gave me little time to reach out to people who could take over the training if my internet went out. You need to think about these things before scheduling service upgrades which interrupts your customers ability to do their job.

@user_9t2296 working from home myself, I completely understand where you're coming from in regard to receiving notification sooner to be able to plan around times the network may be down. We're always looking to improve as a company, and feedback like this is valuable to know where we can implement changes. 

With the work being completed, if you haven't already requested a credit with our new self-service option by signing in to your account either online or through the Xfinity App > Billing Support > look for the credit request. 

Please send a direct message and I can help with getting credit applied for the time service wasn't working. 

To send a direct message: 

Click "Sign In" if necessary

• Click the "Direct Message" icon in the upper right - it looks like a chat bubble  

• Click the "New message" (pencil and paper) icon just to the right of Conversations

• Type "Xfinity Support" in the "To:" line - do not use the Employee's name!

• Type your message in the text area near the bottom of the window

• Press Enter to send it

To expedite your request, we ask that you please include your name, the account holder name (if different), and the service address.