Visitor
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3 Messages
Official Complaint: Lack of Prior Notice for Service Disruptions and Ongoing Outages
To Xfinity Customer Support / Leadership,
I am writing to formally lodge a complaint regarding a severe and ongoing disruption to our services at my home. For at least a week, Xfinity has been conducting work in our area that has heavily affected our internet and television connection.
We received zero prior notice that this work would be taking place.
As a paying customer, a week-long service degradation without any warning is completely unacceptable. This lack of communication has significantly disrupted our household, impacting our ability to work and go about our daily lives. Had we been notified in advance, we could have made alternative arrangements.
XfinityJustinM
Official Employee
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1K Messages
37 minutes ago
Greetings @dv10e,
Thank you for making us aware of this issue. We understand that while maintenance or upgrades may be needed in an area, that work can also impact the daily lives of customers. We aim to always keep the line of communication open, and we have a few ways to make sure that can be done. To receive notifications in the future please ensure you are enrolled in text message notifications by following the instructions in the Proactive outage notifications article.
You also may have received notice long ago that we are in the process of enhancing the network to provide a better experience for all. The page at https://www.xfinity.com/network shares more details about what this means and how to stay informed on any work that is being completed.
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dv10e
Visitor
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3 Messages
32 minutes ago
This⬆️ is in zip code 22408
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dv10e
Visitor
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3 Messages
20 minutes ago
I am signed up to receive text for outages multiple times. My contact information hasn’t changed in all the years that I’ve had Xfinity. The notifications are sporadic and not timely.
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