Visitor
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1 Message
No Internet after storm
On Saturday a microburst knocked down the electrical poles in my neighborhood on [EDITED: Personal information.] in Charlottesville. On Sunday Dominion was able to rebuild the lines and restore electricity and then Xfinity came out and restored their infrastructure. Now all my neighbors have their Internet restored except for me. It’s clear they forgot to reconnect our house to their infrastructure. Now I’ve wasted hours on the phone with people overseas telling me the first available appointment to fix this problem is on August 5. my cable modem/router is working just fine it’s just there’s no Internet coming in through the coaxial cable. Xfinity needs to understand how poorly their Customer Service works. There is no confidence in contacting someone who clearly is in another country to schedule appointments for something other than just regular run of the mill Internet problems. These people literally came out and rebuilt the infrastructure and apparently forgot to connect our house back to their infrastructure. Now I need to wait a month for them to come back and restore my Internet? I need this resolved immediately.
EG
Expert
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119.4K Messages
14 hours 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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XfinityFrank
Official Employee
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2.5K Messages
14 hours ago
Hi there, @MichaelR2. Thanks for reaching out to us here on the Community Forum and sorry to hear about the connection trouble. Within storm damage areas, as you can imagine, our field techs are doing all the can to assess and repair damage causing there to be delays in appointments. I understand this situation is unique and is causing frustration. While I cannot guarantee that we will be able to get anyone out sooner, we can absolutely try.
Please send a direct message to us including your full name and complete street address.
Here's the detailed steps to direct message us:
1-Click "Sign In" if necessary.
2-Click the "Direct Messaging" icon.
3-Click the "Start new conversation" (pencil and paper) icon.
4-In the "To:" line, type "Xfinity Support".
5-As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
6-An "Xfinity Support" graphic will replace the "To:" line.
7-Type your message in the text area near the bottom of the window.
8-Press Enter to send it.
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