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user_j6wlo7
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Sunday, September 29th, 2024 8:21 PM

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Repair in progress

They first gave a time of 2:10, that was 2 hours ago now. Our service has been a total blackout for more than 48 hours. Its getting ro rhe point of being ridiculous. I'm tired of the waiting and not having a clue when it will be back up!

Question

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Updated 

7 months ago

168

3

XfinityThomasD

Official Employee

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1.2K Messages

7 months ago

 

user_j6wlo7 I completely understand how frustrating it is to be in the dark and without services and really appreciate your patience. The Xfinity app/website will be the best option to stay updated as our techs are able to provide any updates. The ETAs can be delayed and changed depending on what work needs to be done or assistance by other teams (local utilities for example).

 

4

0

RiskeBusiness

2 Messages

The app and website do not actually provide updated information. Why are you not able to provide real time updates, or specific details? What is broken, are teams  currently working on repairs, is Xfinity waiting on a utility company to do something before Xfinity repairs start, and is there an actual estimated time frame for service to be back up and running? Telling us to look at an app or website, after you've been told there aren't updates provided on them, makes it more frustrating. 

7 months ago

XfinityAngie

Official Employee

 • 

1.8K Messages

 

RiskeBusiness, It can be difficult to provide up to the minute updates depending on the cirmumstances. Your best recourse is going to be the Xfinity App. If there is something you need us to look into, then you can send us a DM by doing the following: 

Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forum's page.

Here's the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "Direct Message” 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

Let me know if you have any questions.

 

 

I am an Official Xfinity Employee.
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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

RiskeBusiness

2 Messages

Lol. That's really the only appropriate response but still typing to reach the 20 character minimum. 

7 months ago

0

XfinityAngie

Official Employee

 • 

1.8K Messages

 

RiskeBusiness, Let us know if you still need assistance. We are happy to help. 

 

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

user_5judv0

1 Message

7 months ago

I'm in savannah Georgia and I've been without wifi services for more than 3 days it says repair in progress but I was hoping it would be up and running by now. I need my wifi I'm an active online gamer and I want to know the time when it will be up and running. This isn't fair to leave any of us in the dark about this. So please fix it already!!!!!

1

0

XfinityJamesC

Official Employee

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2.1K Messages

Greetings, @user_5judv0! Thanks so much for taking a moment out of your busy day to leave a post on our community forum. I'm sorry to hear you're still having issues with your service, but you have definitely come to the right place for assistance.

 

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 “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.

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

tiredofnohelp

7 Messages

7 months ago

service has been down here for me for a week. A WEEK. No info on why. No info on when it will be back. absolutely tired of the way concast runs people around when they have an outage so they cannot even contact anyone in customer support for assistance with anything.

at this point comcast is down for so much and for so long I might as well cancel as there is no news or word when it will come back up. outage report doesnt show how many people its out for. absolutely hiding information at this point.

4

0

XfinityDena

Official Employee

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3.2K Messages

@tiredofnohelp I understand the frustration. We offer convenient self-service options to check service interruptions through My Account, the Xfinity App, or the Xfinity Status Center at http://www.xfinity.com/support/status. Once resolved, request a credit with the link: https://www.xfinity.com/support/account-management/credits/outage/details?client_id=helpandsupport&continue=https://www.xfinity.com/support/status&linkId=149261291. 

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

tiredofnohelp

7 Messages

@XfinityDena​ the status says nothing but ASAP. has said ASAP for 7 days now. Cannot get bill credit while outage is still ongoing. will be forced to pay for service that isnt working during outage. it just says last updated as whenever it was refreshed.

as this is not a one day or few hour outage, we deserve more information. this is in pennsylvania and happened before the hurricaine so its not even weather related. account is locked down to the point it wont let me talk to, call, or get a hold of anyone.

Maybe instead of you know, sucking so bad you have to lock people out of support during an issue you actually communicate what is going on?

7 months ago

0

XfinityDena

Official Employee

 • 

3.2K Messages

I understand how you feel as I am also a customer and have had service interruptions in the past @tiredofnohelp The information you have on the app is the same information all representatives have as well. We would be unable to provide an ETA if one is not provided. We don't want you to be without service any more than you do.

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

tiredofnohelp

7 Messages

at this point my service doesnt work more than it works. and nobody gives any answers. and im normally told "we dont see an outage so sorry it must be you".

7 days. How many days is reasonable to not have service and not have any answers at this point? Who does have answers?

do you guys run out of internet and need to make more? like seriously what can take over 7 days to fix at this point. 

outage map only shows two people, further into the city as out, but entering neighbors addresses who i know have service shows they are on the outage list... so you guys are hiding how many people are out of service at this point. how big the issue actually is.

comcast is a joke at this point. wish i could go to anyone else. need fiber optics to move into this section of town.

7 months ago

0

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