Sept 1 Work

I am trying very hard to be polite and courteous, and it’s an enormous effort.

Got the email about work in our area on September 1st, during the day, with no guarantee the work will get done in a single day. Thanks for giving me another reason to dump your services as soon as a fiber alternative is available. Yet another example of Xfinity not actually caring about its users as it races for parity with fiber - not leadership, mind you, just parity. I mean, COVID lockdown was five years ago and tons of us still work from home, or apply for work from home and you’d going to cut us off during business hours? Ridiculous. Forget about redundancies and temporary patches, the way the Internet was originally designed to work before a few gatekeepers enshi*ified it. Don’t even get me started on how there aren’t pro-rated automatic refunds every time the service goes out.

The “network improvements” (HA!) should have been scheduled for nights.

Thanks for coming to my TED Talk. I’ll be in the office that day, as usual. I’ll really be looking forward to coming home to my bored and angry wife who’ll have been cut off from her Internet all day.

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XfinityDemetrise

Official Employee

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417 Messages

8 hours ago

Hi there. Thank you so much for reaching out on our Xfinity Community Forum. I can assure you that is not the experience we want for you as a valued Xfinity customer. I'll be happy to assist. Please follow the steps below to send a direct message.

How to Send Us a Direct Message:

1. Click "Sign In" if necessary.

2. Click the "Direct Messaging" icon.

3. Click the "Start new conversation" (pencil and paper) icon.

4. In the "To:" line, type "Xfinity Support".

5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.

6. A "Xfinity Support" graphic will replace the "To:" line.

7. Type your message in the text area near the bottom of the window.

8. Press Enter to send it.

How to: Direct messaging within the forum | Xfinity Community Forum

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RRedman64

New Poster

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8 Messages

@XfinityDemetrise

1. My message was a complaint. There’s no real way to give a satisfying reply, and I certainly don’t expect Xfinity to suddenly change its plans just because I complained. Sending me to chat was a fair enough suggestion, but...

2. Going to Chat hides discussion from anyone else who has a similar issue. We could have had the same discussion here that I had in chat, had better continuity, and everyone else with a similar issue would have the same information that I got, reducing customer service work.

3. The chat provided a single useful data point, and took several hours to do so (I’m assuming the agent was running multiple chats simultaneously and unable to reply quickly). The data point was that work was starting at night, at 1:00 AM, which I somehow missed. It’s entirely possible that the work will be done before I get home from work or my wife gets out of bed. That’s reassuring, but I had to pull that from responses instead of the agent highlighting it. Overall, unsatisfying.

(edited)

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6 hours ago

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XfinityPeterH

Official Employee

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3K Messages

RRedman64 I can definitely see your point, and I appreciate you taking the time to share that feedback. We do try to keep as much information available publicly as possible since, as you mentioned, it may help other customers who have similar questions and can reduce the need for additional contacts.

We also often ask customers to reach out via DM so we can make sure we are not missing any account-specific details and provide the most accurate information available. In this case, I'm glad we were able to confirm that the work is scheduled to begin at 1:00 AM, as I agree that's an important detail that helps provide better context around the planned maintenance.

I understand your concern regarding how the communication came across and why the experience felt unsatisfying. Our teams generally schedule this type of work during overnight hours in an effort to minimize the impact on customers who rely on their services during the day, though I certainly recognize that any potential interruption can still be frustrating, especially for those who work from home.

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6 hours ago

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Customer Service

RRedman64

Sept 1 Work

XfinityDemetrise

RRedman64

XfinityPeterH

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