4 Messages
Repeated outages, unstable service - home internet
I hope someone can help me with this. I'm out of patience trying to find a way to at least get some information to help me understand the problem.
For the past two weeks, my home internet has had a total of seven outage notifications, mostly of short duration like an hour or two. In addition to this, I've had periods where my connection is unstable and keeps going offline repeatedly for a few moments.
This is a significant quality deterioration. Over the year I've had XFinity, I've been quite pleased with the experience you've delivered.
My daughter and I are both remote, full time workers. We depend on reliable internet access for our income. Why has this service quality deterioration occurred, and what are you doing about it? Additionally - can I get credit against my bill for lost service?
Thank you.
user_bff6bh
1 Message
3 days ago
Agreed! Experiencing the same thing with our service. Very frustrating to be watching a sports performance and losing connection at a critical moment!
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XfinityKei
Official Employee
•
1.4K Messages
3 days ago
Hello @LittleTinySharks, I work from home and I understand the importance of having a reliable connection. This is never the experience we want for any of our customers. To better assist you and figure out what's going on with your connection I will need to access your account. Can you please direct message me your first and last name along with your full service address so that I can assist
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.
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