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user_fbf20c
1st Topic

Visitor

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7 Messages

Tuesday, September 13th, 2022 4:58 PM

Closed

Outage

We're having a lot of connection issues with internet in the 80305 zip code this week. Is it possible to get some more details on what is going on and when this will be resolved once and for all? The connection has not been stable for at least a week, and over the weekend it was out for several issues. I work from home and this is causing me major issues.

Thanks,
David.

Question

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Updated 

3 years ago

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This conversation is no longer open for comments or replies and is no longer visible to community members.

EG

Expert

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110.3K Messages

3 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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CCMarcella

Official Employee

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352 Messages

3 years ago

Oh, no! Truly sorry to hear you are having these connection issues. I would love to look further into this with you.

To send a "Direct Message" to Xfinity Support:

-Click "Sign In" if necessary

-Click the "Direct Messaging" icon or  https://comca.st/3EqVMu7

-Click the "New message" (pencil and paper) icon

-The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

 - As you are typing a drop-down list appears. Select "Xfinity Support" from that list

 - An "Xfinity Support" graphic replaces the "To:" line

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

Press Enter to send it.

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CCMarcella

Official Employee

 • 

352 Messages

3 years ago

I would love to look further into this with you, David. If possible, can you go ahead and send me a Peer to Peer message. I can then check on your connection as a whole. Thanks!

3

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user_fbf20c

Visitor

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7 Messages

@XfinityMarcella​ How do I do that? Thanks, David.

3 years ago

0

CCMarcella

Official Employee

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352 Messages

You are more than welcome to click on the message icon, and it will be a private message.

I no longer work for Comcast.

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

3 years ago

0

user_fbf20c

Visitor

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7 Messages

When I click on the direct message icon, it takes me to the message I sent to Xfinity Support. I tried to start a new message to you, but your name (XfinityMarcella) doesn't show up when I type it in.

3 years ago

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CCMarcella

Official Employee

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352 Messages

3 years ago

Oh, no worries! I have sent the instructions in a few messages above.

 

7

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user_fbf20c

Visitor

 • 

7 Messages

@XfinityMarcella​ Oh ok. I sent a message to Xfinity Support as instructed. I tried to see if I could send a direct message to you, but your name isn't showing up.

3 years ago

0

user_fbf20c

Visitor

 • 

7 Messages

@XfinityMarcella​ I've sent a message to Xfinity Support but no one has responded in over 2 hours. Our internet has been down all day - I cannot get any work done and it's very frustrating. Is there any way of getting a real update on what is happening and when service will be restored?

Thank you,

David.

3 years ago

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CCMarcella

Official Employee

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352 Messages

I completely understand your frustration, David. I am trying my best to provide all the help that I can, but in order for me to access your account in full, we will need to move to Peer to Peer.

I no longer work for Comcast.

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

3 years ago

0

user_fbf20c

Visitor

 • 

7 Messages

@XfinityMarcella​ can you please advise how I initiate peer to peer? I tried looking you up under the direct chat but your name doesn't appear. The instructions you sent above were for contacting Xfinity Support, which I did. I don't see any other instructions for how to set up a peer to peer chat.

Thanks,
David.

3 years ago

0

CCMarcella

Official Employee

 • 

352 Messages

When you do click on the note or envelope, it creates a peer to peer message, or a private message. Being that this a public forum, I wouldn't want your information to be compromised.

 

I no longer work for Comcast.

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

3 years ago

0

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