Visitor
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5 Messages
Not informed of outage/incorrectly informed
Like others on here, I have either not been informed or been incorrectly informed of Xfinity’s “planned outages.” Also like others, I was correctly signed up to receive Xfinity text notifications, and was not informed of the outage. Again, also like many others I from home and have lost income because of this. Weirdly, Xfinity says they are “replacing lines” in my neighborhood, yet I have yet to seen one Xfinity worker or truck. There needs to be more options besides this horrible company.
XfinityJustinC
Official Employee
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2.2K Messages
2 days ago
Hello, @user_2284al thank you for reaching out over Xfinity Forums. Working from home myself, I definitely understand the importance of having your home network up and running. We ask that multiple posts for the same issue not be posted, and is a violation of our Forum Guidelines: https://forums.xfinity.com/conversations/guidelines/xfinity-forum-guidelines/602da8fdc5375f08cd20b38c
From experience, after setting up the proactive notifications I do receive either a text or email when planned work is being done: https://www.xfinity.com/support/articles/proactive-outage-notifications
I don't receive notifications when there are unplanned interruptions, but check for updates either at the Status Center: https://www.xfinity.com/support/status or Xfinity App from a mobile device to follow along for service restoration updates. I've also seen at times when there is planned overnight maintenance, that unplanned issues pop up afterwards which wouldn't be updated until our maintenance team is made aware.
- With the information you're seeing about the line work in the area, is that showing a planned on your end when checking?
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user_2284al
Visitor
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5 Messages
2 days ago
Work was being done in my area a few weeks ago and there was a “planned outage.” I was 100% signed up to receive these notifications from Xfinity and I received no notification. I could not plan for this outage and lost income. This week there was a planned outage I did receive a notification about. I called for more information and talked to an Xfinity rep who gave me false information. She said the outages would be early in the morning (like 3AM or so) for a few hours for three days and world not disturb the internet during daytime working hours. Well that was false because I was supposed to work a shift from home at 8AM and there is NO INTERNET. Weirdly, during all these outages for “line replacement” in my area I have not seen any Xfinity workers. I pay for this service and if I can’t work because of it, particularly if there is a planned outage, I should be properly informed or your company should be liable for my lost income.
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user_2284al
Visitor
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5 Messages
2 days ago
This is not “an issue that has arisen after services are complete.” This is an issue of your company either 1) not informing or 2) incorrectly informing, its customers of planned outages. You know a lot of people work from home and rely on the internet for income, so why are you not informing us properly?
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