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user_etplev
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2 Messages

Sunday, January 25th, 2026 12:32 AM

Outage for nearly a day with ZERO COMMUNICATION

This is completely unacceptable to treat your customers this way. Not only is your in-app "assistant" the most frustrating and unhelpful tool I’ve ever used, this forum page (my only recourse to attempt to seek a resolution) keeps not letting me post. You need to respond to this immediately or you will lose a customer and face a potential lawsuit as you advertise 24/7 live support and that is the opposite of what I have been given. This is ridiculous and complete [Edited: "Profanity"]. All I want is information or confirmation that someone is doing something to fix my service that I (over)pay for. [Edited: "All Caps"]

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4 hours ago

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user_etplev

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2 Messages

17 hours ago

"As soon as possible" is not an acceptable timeframe and the fact that having an outage means i cant get a person on the line makes the fact you call it "customer service" the worst joke of all time. 

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XfinityThomasC

Official Employee

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3.1K Messages

Hello, @user_etplev Thanks for reaching out to us on the forums! Sorry for the inconvenience as we have been having some trouble in your area. Could you please send our team a direct message with your full name and full address? To send a direct message:

1. In the top right corner, you'll see a little chat icon near the bell icon. Click the direct message icon

2. Click the "New message" (pencil and paper) icon

3. In the 'To' line, type "Xfinity Support" there. A drop-down list appears. Select "Xfinity Support" from that list (an "Xfinity Support" graphic replaces the "To:" line)

4. Type your message in the text area near the bottom of the window

5. Press Enter to send it. An official employee, such as myself or whoever is first available, will respond. Thanks!

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

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4 hours ago

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EG

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115.6K Messages

4 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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