Outage info

The app has no information, the chatbot copy pastes the same message about how an agent can help troubleshoot AFTER I get service back. The one phone number I see tells me it can't help and hangs up. What does a paying customer have to do to have one question answered?

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XfinityChelseaB

Official Employee

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2.3K Messages

1 hour ago

Hello @user_5fduyx, Thanks so much for taking a moment out of your day to leave a post on our community forum and we would be happy to help. I will need to pull up your account to investigate this further. If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you. To send a Direct Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a direct message.

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user_5fduyx

Visitor

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3 Messages

This sounds like you copy pasted from a phishing awareness program.

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1 hour ago

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XfinityChelseaB

Official Employee

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2.3K Messages

@user_5fduyx, We are a real team here, and we're just providing you with steps on how to come into a DM to pull up your account and look into your interruption concerns further. We look forward to your DM.

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.
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1 hour ago

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user_5fduyx

Visitor

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3 Messages

Just to be clear, Xfinity will refuse to work with a customer unless they DM a stranger their personal info because a stranger told them to?

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1 hour ago

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XfinityChelseaB

Official Employee

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2.3K Messages

@user_5fduyx, understandable, but this is a valid support option, and we are the digital care team that supports Comcast/Xfinity customers with their accounts and services over the forum. Without your account information, which we don't want to have you share in public, is needed to pull up your account to find any interruptions in your area. If we don't have your account information, we are limited on the help we can provide, I do apologize.

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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1 hour ago

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Customer Service

user_5fduyx

Outage info

XfinityChelseaB

user_5fduyx

XfinityChelseaB

user_5fduyx

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