HWhitney's profile

New Poster

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2 Messages

Sat, Dec 12, 2020 10:00 AM

Regular outages interrupting ability to work from home

Since just before Thanksgiving we have had regular internet outages in our neighborhood with no warning or communications from Xfinity. The app is never helpful in trying to understand why this is happening and how long we should expect it to happen. There is no way I can find to try and reach a person who might have more information. We might be able to deal with it and less upset if we had any kind of heads up so we could plan accordinly instead of having it drop when in the midset of important work meetings and working in large shared documents, etc. It has been a BIG problem with two of us working from home. We are getting zero customer service support and are wondering what we are paying for. Any tips on how to get in touch with someone at Xfinity to give us some answers? Xfinity can you give us any good reasons not to switch to Googel Fiber as soon as it's available??

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Expert

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25.8K Messages

6 m ago


@HWhitney wrote:

Since just before Thanksgiving we have had regular internet outages in our neighborhood with no warning or communications from Xfinity. The app is never helpful in trying to understand why this is happening and how long we should expect it to happen. There is no way I can find to try and reach a person who might have more information. We might be able to deal with it and less upset if we had any kind of heads up so we could plan accordinly instead of having it drop when in the midset of important work meetings and working in large shared documents, etc. It has been a BIG problem with two of us working from home. We are getting zero customer service support and are wondering what we are paying for. Any tips on how to get in touch with someone at Xfinity to give us some answers? Xfinity can you give us any good reasons not to switch to Google Fiber as soon as it's available??


I wasn't aware Google Fiber was still laying fiber.  I thought that was something they discontinued a few years ago.

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Official Employee

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2.9K Messages

6 m ago

Greetings, @HWhitney! I appreciate you taking the time to reach out to us here on the forums. I hope you are having an amazing day! I apologize to hear of the issues you keep running into with your connection. We certainly understand the importance of having a reliable internet connection, especially with working from home these days. If you're not seeing any service interruptions in the MyAccount app, it possible there might be something actually going on with the connection. We would like to have a closer look at this. Can you please send a PM with your first and last name so we may further assist you?

 

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