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Wednesday, July 24th, 2024 3:09 AM

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No Internet for 5 days so far and I work from home!

We had a bad storm here on Friday.  Power went out, along with internet.  The power came back on in an hour or so but internet was still out.  I checked Xfinity, they said there was an outage in our area.

I got an automated phone call Saturday morning at 8:30am saying the area outage was fixed and I should check our internet.  Still not working.

I went through the normal troubleshooting steps, nothing worked.  So I used the virtual assistant to do the normal checks, still didn't work.  They connected me with an agent who did some troubleshooting, still nothing.  They setup an appointment for Thursday.  Thursday!  I work from home, I can't wait a week for internet.  I asked if I could swap out my equipment at a nearby Comcast/Xfinity store, she said no, I needed a technician to come to my house to verify connectivity.  I told her I couldn't wait until Thursday, she said I could call back to see if a better time opened up.

I called back on Sunday, got my appointment moved from Thursday to Wednesday.  That's nice.

I called again on Monday, got my appointment moved from Wednesday to Tuesday (today).  Things are looking better.

I get a call this morning from an Xfinity rep.  She asked me if I'd rather get new equipment mailed to my house in 5 days or swap out my equipment at a nearby store instead of waiting for a technician to come by.  What?!?  I explained to her that I asked if I could swap my equipment myself on Saturday and they said no, a technician needs to visit.  (Mailing equipment isn't an option either since I can't wait 5 days.)  I asked her if the technician can swap out the equipment and she said yes.  I asked her to verify that they carry the equipment with them because I can't afford to have them show up only to tell me they have to come back to swap it out.  She said no, they carry the equipment with them.  I told her I'll keep the appointment since it was today.

The appointment was between 5pm and 7pm, with "guaranteed arrival".  I got a text at 5:10pm saying the technician was "on their way and will be arriving soon".  Then I got another text at 5:49pm saying my appointment was moving to tomorrow.  What?!?

I called customer service.  After being forced to go through the standard troubleshooting steps, which we know won't work - and really, there needs to be a separate number for people with an existing ticket to talk to someone - I get through to Dave.  Naturally, he did the standard troubleshooting steps.  I asked him why my appointment was postponed.  He "investigated" for a good 20 minutes and finally says the technician didn't have the right equipment, but they'll have the right equipment tomorrow.  Why don't they have the right equipment?  I asked the agent this morning twice to ensure they would have the right equipment!

I asked Dave if I could speak with a manager.  After keeping me on the line for one hour and telling me every few minutes that his manager was busy, he finally said he would have his manager call me "in one hour".  I said okay.  Dave called back a little over an hour later and said his manager was still on a call and would call me in "40 minutes".  I asked if he was really going to call me tonight, he said "absolutely, within 40 minutes".  That was 2 hours ago.

The new appointment is tomorrow between 3pm and 5pm.  My confidence that this appointment will be kept is low, and even if it is kept I feel it's likely they will not fix anything.

I work from home and have been forced to use my phone as a hotspot.  Considering Xfinity told me I could NOT swap out my equipment on Saturday and then I find out today that really was an option, is Xfinity going to reimburse me for the insane amount of money Verizon is charging me for data this month?  Who is compensating me for the drop in productivity while my broadband connection is out?

If an appointment has a guaranteed arrival of 5pm-7pm and the technician is said to be "on their way", what do I get for Xfinity breaking that promise?  What does the guarantee provide?

Why did Dave have to stay on the line while he waited for his manager to be available when he should have put me on hold to help other callers? 

Is Dave's manager ever going to call me back?

If you know someone's service is going to be out for several days, and they tell you they work from home, why can't they be offered a hotspot to borrow?

Can someone please guarantee (for real) that my appointment will be kept tomorrow and my service will be restored?

Official Employee

 • 

2.1K Messages

10 months ago

Thank you for reaching out to us @user_jr0sq3! This is far from the experience we want you to have. Our technicians typically have enough equipment. With services being impacted after the storm, the current internet equipment is unlikely to be the cause of this issue. While there is a possibility swapping the equipment out could resolve this issue, it is better to have a technician inspect the internal and external wiring as advised by the agents that scheduled the appointment.

 

 I myself work from home and know just how important an internet connection is.  I know I too wouldn’t want to be charged full price for partial services. Once your services are fixed, we can certainly take a look at crediting your account. Could you please send our team a direct message with your full name and full address? To send a "Direct Message" to Xfinity Support:

 

Click "Sign In" if necessary
Click the "Direct Messaging" icon or  https://forums.xfinity.com/direct-messaging
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.

6 Messages

I just sent a DM with my name and address.

The troubles continued ...

My appointment had been changed to Wednesday between 3pm-5pm.  I got an automated call sometime during that window that said the technician was "running late".  They didn't show up until after 6pm!  What good is "guaranteed arrival" if they 1) don't show up at all and move your appointment to the next day, and then 2) don't show up the next day until 1 hour later?

He came in, saw the modem wouldn't turn on, replaced it, applied the old settings, and was out within 10 minutes.

I could have done that myself on the very first day!

It is absolutely maddening that I wasn't even allowed to try to swap the equipment myself.

So I was out of service for a week and I had two missed appointments.  What does the guarantee provide?

Also, Dave (the operator I spoke with whose manager never called me back) told me he was going to give me $10 discount per month for a year.  He sent an email link to me which doesn't even work.  So not only did Dave lie about his manager calling me back, he also tried to get me off the phone with a discount that doesn't work.  Here is the link he sent me:  https://control.identity.xfinity.com/link/183195c2-86af-497b-8351-4253fc90d13c

6 Messages

I looked online and they said I'm eligible for a $12 credit!  What?  I pay $223 a month and I'm only eligible for $12 for my Internet, TV, and Voice service being out for a week??  With that math I should only be paying $60 a month!

Official Employee

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1.8K Messages

Good evening @user_jr0sq3, and thank you for reaching out on our forums with your credit concerns, we appreciate your time and understand where you are coming from. We'd be happy to review your credit further and ensure that you are properly compensated for the downtime you experienced. To get started, can you please send us a Direct Message with your first and last name along with the service address on the account? To send a "Direct Message" ("Private") message:

Click "Sign In" if necessary

  • Click the "Direct Message chat" icon
  • 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

 

We look forward to working with you further. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

6 Messages

I sent a DM with my details already.

6 Messages

I can't get a person on the phone so I'm using the "live chat session" on my phone to chat with an agent.  It's been over an hour and they keep shifting me to new agents.  I'm on my fourth agent!  This is ridiculous, and no way to treat a long-time customer who pays over $220 a month for service!

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