Skip to main content
user_0an84q
1st Topic

Visitor

 • 

3 Messages

Monday, August 10th, 2026 2:40 PM

Service Disruption - ZERO Customer Support

In Naperville, IL, we have experienced repeated service disruptions for the last several business days. Each time, we are told by the stupid system that there is network maintenance in our area and that the work will be completed by the end of the day. But the next day, the cycle begins again.

I tried the Xfinity Assistant, which is a joke.

Due to the outage in your area l'm unable to get you to an agent or troubleshoot. I apologize for the inconvenience. Our technicians are working hard to resolve the issue now.

Once the outage clears you'll be able to troubleshoot and connect with an agent. For more info on the outage you can visit the Xfinity Status Center and sign up for text alerts or view the outage map.

I don't need troubleshooting with my equipment, I need your network to WORK.

So I ask, "What if I want to cancel my service?" The "Assistant" response the same:

Due to the outage in your area l'm unable to get you to an agent or troubleshoot. I apologize for the inconvenience. Our technicians are working hard to resolve the issue now.

Once the outage clears you'll be able to troubleshoot and connect with an agent. For more info on the outage you can visit the Xfinity Status Center and sign up for text alerts or view the outage map.

Then I ask, "Where can I send a legal complaint?"

Due to the outage in your area l'm unable to get you to an agent or troubleshoot. I apologize for the inconvenience. Our technicians are working hard to resolve the issue now.

Once the outage clears you'll be able to troubleshoot and connect with an agent. For more info on the outage you can visit the Xfinity Status Center and sign up for text alerts or view the outage map.

Apparently the Assistant only knows one answer.

My conclusion is that when there is network service in an area, no one else at Xfinity can do any work, help customers, provide information on how many more days of this we have to endure. We work from home, and this is impacting our ability to do our jobs!

This isn't customer service. This is customer neglect.

Question

 • 

Updated 

6 hours ago

21

1

0

Oldest First
Selected Oldest First
XfinityFrank

Official Employee

 • 

2.5K Messages

9 hours ago

Hi there, @user_0an84q. Thanks for reaching out to us here on the Community Forum and sorry to hear about the downtime and difficulty getting assistance. From what you've described, it sounds like there may be upgrades going on in the area. Did you get an email or text alert recently regarding network enhancements? 

4

0

user_0an84q

Visitor

 • 

3 Messages

I get them every day, each day promising the work will be done "by the end of the day". This is not sustainable. We are losing connections in the middle of Teams meetings, losing work due to lost remote network shares and VPN connections. We've had to acquire alternative networking services to try to manage. Though less reliable, the alternatives are better than NOTHING.

Network enhancements can and should be staged to minimize customer disruptions. Instead, it is happing multiple times per day, multiple days in a row. We switched from Astound/RCN because of similar issues. Now I'm wondering if I made a mistake.

Like

Reply

8 hours ago

0

XfinityFrank

Official Employee

 • 

2.5K Messages

Thanks for confirming, @user_0an84q. The network enhancement work does take place over several days. I actually got an alert last week for my area to begin, which is starting tomorrow. I also work at home, so I can understand your frustration. This is a temporary situation, and you should notice better service and a speed increase in the coming weeks once it is complete. This work occurs during the day because of factors involved that necessitate it. Normally, maintenance is performed overnight to reduce impact, but that is not possible in this instance, I'm afraid. The heads-up beforehand was intended for folks like you and I, to be able to plan accordingly. I would ask for your continued patience while we get everything done., and you'll see even better performance and reliability when all is said and done.

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 as Best Answer.tick

Like

Reply

8 hours ago

0

user_0an84q

Visitor

 • 

3 Messages

What would be nice to know is how long "temporary" is, but there is no one to ask. Do you know? Perhaps transactional work like yours can tolerate interruptions, but ours cannot.

BTW, I don't get notices ahead of time, only when I check status after there is a problem.

Like

Reply

6 hours ago

0

XfinityFrank

Official Employee

 • 

2.5K Messages

I would not know, unfortunately, @user_0an84q. Every area is unique. Sometimes it is a single day, others a week or more. We have no indication or specific length we can share. Sounds like standard downtime alerts are what you're seeing. Depending on your alert settings and what is on file, you should have seen a message days in advance via email or text. If you're not seeing any to the designated information, I can check into it. Let me know. 

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 as Best Answer.tick

Like

Reply

6 hours ago

0

forum icon

New to the Community?

Start Here