Visitor
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1 Message
Network improvement ongoing for over a week in 38141 Memphis – no ETA, app blank, phone & chat blocked due to “outage”
Hi Xfinity Support team,
I live at zip code 38141.
Since last week, Comcast/Xfinity crews have been doing “network improvement” work in my neighborhood. Every day the workers tell us “we are done for today and we will be back tomorrow.” There has been no overall timeline or estimated completion date given to any residents.
The Xfinity app and Status Center show zero information about this work or any outage.
When I try to chat, it blocks me from connecting to a live agent because of the “outage.”
When I call 1-800-XFINITY, the automated system says: “Due to the outage, an agent won’t be able to assist you or provide you with any updates.”
I work from home full-time. This daily disruption is seriously affecting my ability to work and my income.
I am requesting:
A clear estimated completion date for the network improvement work at my address.
Escalation to someone who can actually see the local construction schedule (not just the automated outage response).
Service credits for the repeated daily interruptions.
Please assist. Thank you.
EG
Expert
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120.1K Messages
52 minutes 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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XfinityChelseaB
Official Employee
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2.5K Messages
17 minutes ago
Hello @user_gbk3h1, Thanks so much for taking a moment out of your day to leave a post on our community forum, and we would be happy to help. I will need to pull up your account to investigate this further. If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you. Click "Sign In" (If necessary). Click the "Direct Messaging" Icon. Click the "Start New Conversation" (pencil and paper) icon. In the “To:” line, type "Xfinity Support". As you type, a drop-down list will appear. Select "Xfinity Support" from that list. An "Xfinity Support" graphic will replace the "To:" line. Type your message in the text area near the bottom of the window. Press Enter to send it. How to: Direct Message Within The Forum.
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