Service out for over 4 days with no updates

Hey there, @user_0bnij8, thanks for reaching out through Xfinity Forums regarding your service issues. We would be happy to take a look at your account to provide any information we have available. Can you please send us a Direct Message with your full name and your full address?

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging

Click the "New message" (pencil and paper) icon

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

- As you are typing a drop-down list appears. Select "Xfinity Support" from that list

- An "Xfinity Support" graphic replaces the "To:" line

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

Press Enter to send it.

We lost service on Monday 2/23 at about 5 PM. We made sure the outage was reported, via the Xfinity app. Every time we checked the app, the same message appeared with the estimated time of restoration "as soon as possible". And crews would be working on the issue "as soon as it was safe". We had no internet, phone, or TV. We called the 800 number, same response and the automated system disconnected us with no opportunity to speak to a real person. The Xfinity assistant was not much help, providing the same message. FOR FIVE DAYS. Some kind of human response would go a long way to making customers feel like you care at teeny bit! We did finally get to chat with a real (?) person Friday night, but the responses were taking 20 minutes to get to us. I gave up. Saturday morning, we received a text stating that the outage has been resolved and if we were still having issues, we would need to request a tech visit. Of course, we were still having issues, so we set up a dispatch for a technician to arrive between 12 and 2. The tech arrived about 1 PM and quickly determined that the problem was not inside the house but out at the road and he could not correct it. He set up an urgent repair request and told us the someone would be out within 4 hours, and the issue would be corrected today. The truck arrived quickly and fixed the issue at the road. Our services were finally restored at 2:15 PM or so Saturday 2/28. I work from home. I was severely limited to what I could do without service. I've requested a credit, but we are not "eligible". I feel that we certainly ARE due some kind of credit consideration. The lack of communication from Xfinity was truly disappointing. The tech who showed up at our house was terrific! But the whole episode leaves a very bad taste. 

My issue was finally resolved, and I did receive a credit for the days of no service. My complaint with this experience is the total lack of communication regarding the outage and the inability to talk to a REAL person. I resorted to the forum and did get what I think was a real person..... I still have no idea why there was an outage or why it took such a long time get any resolution. The bright spot in the adventure was the technician who was dispatched to my home. He was professional and helpful. He validated that I really did have a problem and even though he could not fix it he escalated the issue so it could be corrected. I certainly learned that the best method for getting attention seems to be the forum and then see if you can figure out how to initiate a direct conversation with an agent.