New Poster
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4 Messages
outage
I have had almost daily outages of all Xfinity services (TV and internet and phone) for the entire month of June now). Most days it is more than once a day and each time it is 1-2 hrs, yesterday afternoon it was 2.5 hrs, though. It is not me, it is the entire neighborhood. No one at Xfinity will usually ever answer the phone, you just get recordings that either pretend it is your modem that needs resetting, which it isn't, OR they just say it is an "unplanned outage" and it will be fixed "as soon as possible", which means nothing. I have to work from home and I have lost hours of work time. No one at Xfinity will explain what is happening and when these issues will be resolved. Obviously something seriously is wrong as before 6/1/22, I actually hardly ever had outages, they were not common at all. I need to make decisions about my service as I cannot live like this and a second point, obviously, I am not getting what I'm paying for. Xfinity clearly knows what is going on as this is so abnormal, but they refuse to tell customers (the CS agents don't know anything at all, and I believe mgt hasn't told them). This is in Maryland, zip code 20912. I am now going to write to the county regulators as well as the local franchise holder to complain (my city govt) but I really don't understand why Xfinity is treating its customers this way, refusing to give them information as to the problems and the expected horizon to fix it permanently. The ironic thing is, I used to like Xfinity but now due to management's behavior, I've gone from a supporter to hating them. I need to know whether this is the permanent situation now for my area in which case obviously, I need to quit and find another provider. How do you get anyone at Xfinity to ever answer questions about major outage problems like this that persisit for a month?
EG
Expert
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117.1K Messages
4 years ago
Concern moved here to the Customer Service help section for greater exposure to actual Comcast corporate employees (The Digital Care Team) for assistance.
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XfinityBrie
Administrator
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675 Messages
4 years ago
Hey there @ChrisInDC
I'm actually an MD resident myself, closer to Baltimore though. I know we have been rolling out network performance improvements throughout the state which has been causing some folks services to go down at times. Generally though we try to give out advance warning, unless it is something unexpected. Often times, care facing agents (like ourselves, over the phone, in-store, etc.) don't know the exact cause of a service loss right away, at least until the field team has updated the work orders.
I can check into the local network area and see what is causing services to drop down. If it's unrelated to any work, we can have someone out to the property, check the readings at the tap, and submit a referral from there.
We're all working from home ourselves, so we totally understand where you're coming from at a consumer perspective--you always have to do what is right for you. Could you send the Xfinity Support Team a a direct message? I'll pull the node/plant connected to your and surrounding properties (looks like there are quite a few in that zip code) and take it from there.
To send a direct message:
Please only send a direct message when requested by an official employee--sending a chat when not requested may result in the chat being lost given the high volume of chat requests received daily.
We ask that you please include your name, the account holder name (if different), and the service address alongside your inquiry so we can best assist.
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user_568c33
Visitor
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2 Messages
4 years ago
I live in the DMV area and have experienced outages every single day for over a month. It has greatly impacted my job. When I have attempted to call to inquire why, I am either given the run around or experience extreme difficulty in being able to actually talk to someone. I am frustrated that I am paying for a service that is not reliable. I am not sure what to do other than change service providers.
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