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user_l9rtb1
1st Topic

Visitor

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3 Messages

Thursday, July 31st, 2025

Patient Care Affected!

I’m a psychologist and work 100% remotely and see patients throughout the country. I’ve had 3 days of interruptions where patient sessions are cut off mid session and then I get a text saying that they’re doing service in my area. This is unacceptable!!  I need a reliable internet connection and Xfinity is NOT that. Patient care has been completely compromised. You’re not only messing with me, but with the mental well being of countless others who deserve services they have scheduled. What do you have to say for yourselves?! 

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2 days ago

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XfinityGabriel

Official Employee

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2.5K Messages

2 days ago

 

user_l9rtb1, Hi there! Thanks for reaching out. As someone who also works from home, I can understand the inconvenience caused by having interrupted services. This is definitely not the experience we like to hear about. You've reached the right place. We are a team of experts who are dedicated to resolving service issues such as this over social media. Let's get this fixed. Have you tried any troubleshooting steps by chance? If you were to run an internet health test like in this link here via the Xfinity app, what results does it pull for you? Are you getting reported notifications of service interruptions for your area or are you experiencing the interruptions without seeing anything reported on our website or via the XFINITY app?

 

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user_l9rtb1

Visitor

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3 Messages

I’m constantly getting reported notifications of servicing being done in the area. When it’s an advanced notice, I can reschedule my patients (though this is also an issue), but yesterday and today, they’ve sent a random text saying that they’re servicing at that very moment and will let us know when it’s back on and I’ve been kicked off a number of patient visits. I would like to be able to work from my home office and know that my internet provider is dependable. 

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2 days ago

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XfinityGabriel

Official Employee

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2.5K Messages

2 days ago

user_l9rtb1, Thanks for sharing these details. I can understand where you are coming from and would like to do everything within my power to help on my end by pulling up the account to see what's going on. To get started, please send us a direct message with your first/last name and full address. You can start by clicking the "direct message" icon in the upper right page of our forum page. Once you click on that, input our shared handle Xfinity Support to send us a direct message.

 

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user_l9rtb1

Visitor

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3 Messages

I’m on my mobile, where is the direct convo button?

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2 days ago

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XfinityJustinC

Official Employee

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1.5K Messages

@user_l9rtb1 to be able to send the direct message you'll need to ensure you're signed in to Xfinity Forums. The direct message icon will be in the top right corner next to a bell and your Xfinity Forums profile icons. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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2 days ago

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