Persistent Service Outages and Frustrating Customer Support - Naperville, IL

I am writing to express my dissatisfaction with the current service issues and customer support. Since early Monday (9/23/24), the internet in Naperville, IL, has been down, and despite repeated attempts to resolve the issue, the earliest available technician appointment is Wednesday. This is the second major outage this month.

The use of automated AI responses has been particularly frustrating. These messages are repetitive and fail to provide meaningful solutions, making it extremely difficult to reach a live representative for actual help. I believe Comcast should prioritize problem-solving and customer satisfaction over automated responses that do not address the core issues.

Given these recurring problems, I am seriously considering moving my business elsewhere.

Responses

EG

Expert

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110K Messages

7 months ago

Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.

0

XfinityOrlandoM

Official Employee

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2K Messages

7 months ago

@user_eoky4l

Thanks for reaching out to us, as a customer myself who relies on the reliable connection I do understand your frustration. This link https://www.xfinity.com/support/articles/internet-connectivity-troubleshooting has great information on how to troubleshoot your services from our awesome Xfinity app!

If there is a service interruption in the area the app will notify you that our techs are performing work in the area, if there is no known service issue located our awesome Xfinity chat assistant will run through some remote troubleshooting steps to try to resolve the issue remotely.

If the issue is not able to be resolved remotely the chat assistant will connect you with an agent that will schedule a technician to come out as soon as the earliest appointment is available.

If you already have an appointment set up you can check the app to see if there is a reschedule times to see if there's a sooner available slot to get you in sooner

I do hope this information is helpful let me know if you have any other questions or concerns or anything else I can assist you with

4

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U

user_eoky4l

3 Messages

Dear Comcast Management,

Have you tried calling your own support lines recently? The experience is incredibly frustrating. The constant automated AI responses are unhelpful and only serve to increase frustration.

Please consider making it easier for customers to reach a live agent for real support.

FYI: Tried everything you listed above - and love the phrase "our awesome Xfinity app"

7 months ago

0

XfinityOrlandoM

Official Employee

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2K Messages

@user_eoky4l

I do apologize for any inconvenience I use the Xfinity app to troubleshoot all my services and I even used it just the other day to set up for a technician to come out and fix my Xfinity alarm camera as I just didn't feel like reaching out to the automated phone system

I understand you already have the technician scheduled to come out tomorrow I'll be happy to look to see if we have any sooner appointments available go ahead and send me a direct message.

To send a direct message:

Click "Sign In" if necessary.

Click the "Direct Message" icon in the upper right - it looks like a chat bubble

Click the "New message" (pencil and paper) icon just to the right of Conversations

Type "Xfinity Support" in the "To:" line - do not use the Employee's name!

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

Press Enter to send it

To expedite your request, we ask that you please include your name, the account holder name (if different), and the service addres

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

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

7 months ago

0

U

user_eoky4l

3 Messages

I don't want a technician tomorrow - as per your agent (Mohammed), the technician will be coming today? what happened?

7 months ago

0

XfinityOrlandoM

Official Employee

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2K Messages

@user_eoky4l

Awesome I'm glad you have someone coming today.

I was merely going by your post where you said you have a technician appointment for Wednesday.

I haven't looked at your account as we are talking on the social platform so I have no way to access your account and will never ask you to provide the information over a public forum

I'm confident our awesome tech will get everything resolved for you

do you have any questions or concerns?

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

7 months ago

0

Customer Service

user_eoky4l

Persistent Service Outages and Frustrating Customer Support - Naperville, IL

EG

XfinityOrlandoM

user_eoky4l

XfinityOrlandoM

user_eoky4l

XfinityOrlandoM

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