3 Messages
Outages
The company's performance over the past week has been absolutely dismal. We have two business accounts and a residential account going into our home. We've had no service for the past seven days. Other than a text a week ago telling me that I had lost service (which was, of course, obvious), I've received no updates whatsoever. and most of the public messaging I've seen has amounted to little more than photos of downed trees and icy roads, which I can see from my own window. Yes, it's winter time and that means we get storms. This should not be a surprise to you. If your infrastructure is insufficient to withstand the weather and requires more than seven days to repair, that is in of itself a substantial failure. The inability or unwillingness to communicate honestly with customers about what is happening only compounds it.
XfinityAmandaB
Official Employee
•
2.4K Messages
1 year ago
@user_5bchba Thank you so much for your post on not having services and the update regarding the interruption. In a lot of areas, we are waiting for commercial power to be restored since our services use commercial power. During winter storms or inclement weather power providers do prioritize residential power over ours. Until power is restored accurate estimates are not able to be provided since we do not know the state of repairs. Once power is fully restored to our equipment our team is then able to provide estimates based on the work needed. With that, our team is not in contact with our field technicians in real-time. You can always check your Xfinity app and Xfinity My account for our current updates as the information posted to your account online is updated in real-time by our team in the field. If you have any damaged lines or equipment you would like to report or would like to confirm the information you see online I would be happy to help but know our team is working as fast as safely possible to get services back up and running.
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.
Here are the detailed steps to direct message us: • Click "Sign In" if necessary • Click the "Peer to peer chat" icon (upper right corner of this page) • Click the "New message" (pencil and paper) icon • Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list • Type your message in the text area near the bottom of the window • Press Enter to send your message
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