Visitor
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2 Messages
Service Interuptions
I have repeatedly lost service over the last two weeks, both internet and cable. I call and am told I am in a outage and can't talk to a person while I am in the outage, or when the outage is over I am missing channels and have to unplug the TV box. No real answers as to why it keeps happening. I would say 5 times in the last two weeks. I went to my nears Xfinity store and spoke with someone there and he suggested getting a new TV box, I did this and that turned into 5 hours of on the phone and running back to the store because the tv box wasn't working and getting the runaround from customer support. Once that was done only to find out while at the store and discussing the services I have only to find out the package I was in was changed, even though I said several times I did not want to change the package I was in.
This whole process was very frustrating and I have started looking into other providers.
EG
Expert
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114K Messages
2 months ago
Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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XfinityAirelle
Official Employee
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3K Messages
2 months ago
We know how frustrating it is to deal with repeated service interruptions — especially when it’s happening multiple times in such a short period and you can’t get a clear answer as to why. It’s even more frustrating when you’ve already taken steps to fix it, like replacing your TV box, only to spend hours on the phone and making trips back to the store. That’s not the experience we want you to have.
We also understand your concern about finding out your package had been changed when you had been clear you wanted to keep your current one. That’s something we want to review right away so we can understand exactly what happened and make sure your services match what you agreed to.
If you’re open to it, we’d like to take a closer look at your account history and recent interruptions so we can pinpoint what’s causing them, confirm your package, and work toward getting things back to the level of reliability and consistency you should expect.
Can you initiate a direct message and start with your full name and address? To start a direct message, you must be signed in. Please click the "Direct Messaging" icon in the top right of the page next to the bell, and send your message to "Xfinity Support". Talk to you there!
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