Repeated outages

I’ve had service outages three times in the last 5 days, and four times so far this month. Given how much we pay for service, I’d like to know what the outages are due to, whether there’s a plan to actually fix the issue or if we need a tech to come out.

This seems to be the only possible way to reach customer service, as the chatbot just keeps telling me that I have a service outage.

Responses

XfinityDemitrius

Official Employee

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1.8K Messages

3 months ago

Hey @user_wlv3wc, Thank you for visiting our official Xfinity Forums Community support page. We greatly appreciate you taking the time to share your experience regarding the recent service interruptions that have taken place. While we would not have specifics of what the service interruptions were caused by or steps taken for repair, we would be more than happy to confirm they did take place.

With service interruptions, our local teams are aware to make the repairs and ensure services coming back online and as reliable as possible. If you experience issues with the service, it is best to use the Xfinity App to see any local issues or if its specific to the home. If there is a local interruption, you can visit our Xfinity Status Center to submit for an automatic service adjustment request.

Are you currently experiencing any issues with the services that we could assist with and troubleshoot?

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user_wlv3wc

2 Messages

I’m currently experiencing the fifth outage in as many weeks. Each time it appears to be a local outage, and each time it lasts for multiple hours (in one case, overnight.)

I was able to request a credit for two of the outages but apparently those alone maxed out the credits available for my account. So I’m still experiencing frequent outages with no explanation as to root cause or how the issue will be addressed permanently and limited options in terms of both customer service and addressing payment.

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2 months ago

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XfinityJosephA

Official Employee

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1.7K Messages

user_wlv3wc if there is a confirmed service interruption then our techs will continue to do everything possible to upgrade the network. Providing a dependable and fast internet connection to all our customers is our priority. Continue to keep an eye on the status of your service using the Xfinity app. Our techs are very good at what they do, and they will work diligently to maintain the Xfinity network.

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2 months ago

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user_qkvnpq

1 Message

3 months ago

Same here...roughly three times per day my service drops for 15mins or more. It's like their internet 'burps.' It happens across my neighborhood. Service techs have replaced everyone's hardware but it doesn't help. The techs cannot find a problem or a solution.

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XfinityAngie

Official Employee

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1.8K Messages

user_qkvnpq, If this is something that is still going on after troubleshooting and a tech visit, we may need to take a closer look and check a few other things. If you'd like, 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

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

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3 months ago

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Customer Service

user_wlv3wc

Repeated outages

XfinityDemitrius

user_wlv3wc

XfinityJosephA

user_qkvnpq

XfinityAngie

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