Outage over a week long

Hello, @wwingert thanks for sharing this experience. We will take the right actions to turn things around. We need to make sure we schedule a tech to come repair service, so feel free to send us a direct message. Use the Direct Messaging icon on the top right side of the page. It's next to the Bell icon. Send your name and service address to "Xfinity Support" so we can help. 

Over a week later, and multiple support calls, including the DM conversation with support, apparently a "guaranteed appointment" this morning (Wednesday 08/15) with one of their service techs has resolved the issue. I got several automated calls this morning, and a call directly from the tech when he showed up. Note, at this point I'm out of state, but I talked the tech through what happened, he could clearly see the broken line, and within about an hour and a half, was able to re-hang the line. Since I have cameras on an internal network, I was able to connect to those and confirm the internet connectivity is now up.

Over a week, multiple calls, this post, and direct messaging to get an outside line re-hung, one taken down by a storm/natural accident? Xfinity, you need to do better. 

@wwingert  I understand it took a bit to get you back online, and we will work hard to ensure we make this process easier each time we do it. I thank you for all your efforts along the way. We made sure to cover the time service was down, and we got you covered there as well. Thank you again for all your time and for being an Xfinity customer.

"Took a bit". That's quite an understatement after 65+ hours of missed, scheduled appointments over 6 days. Add an hour of wasted time contacting customer support each day to find out what happened as there was zero proactive notification of the appointment moves. 

Your automated system is completely incapable of handling outside line issues. There is only one option that even partially mentions it, and that asks about a "safety issue". The only way to fully report on downed lines or external issues is through talking with a customer service agent. 

There was a credit issued,, but it is poor compensation for the amount of lost time. The primary issue here is the absolutely terrible, and practically nonexistent communication from your team during this outage. While your customer service reps tried to assure us that the next appointment wouldn't be pushed again, they had no real ability to make that assurance, and no ability to truly find out what was going on with the scheduling. 

As I stated above: you need to do better.

We truly apologize for the frustration and bad experience. This is never the way we want you to feel when reaching out for support. We thank you for the feedback and always strive to provide the best possible experience. These style issues are unique with a wide array of variables when working to resolve. While the goal for you to handle the whole process is there, some situations do require someone from our team to help navigate the process to ensure the expectations and overall timeline are set.