3 Messages
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.
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.
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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
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