U

Visitor

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10 Messages

Tue, May 4, 2021 5:46 AM

Service outage at my location

Service outage since May 3rd evening. Unplanned extended outage during the middle of critical work. Horrible customer service, refusal to respond on messager app after being told someone will assist you shortly, even after multiple attempts. Requesting credit to account for duration of outage.

Responses

ComcastTylerJ

Official Employee

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44 Messages

4 d ago

Oh, no! Thank you for bringing this to our attention through our Forums page. I realize you recently experienced an interruption, and this was super impactful on work that was being completed. We are so sorry for putting you through a stressful time like this, especially with everything that's been going on. Rest assured; you're with the pros, and I will be happy to help!

 

Before we proceed, can you please send me a private message, by clicking on the chat icon, in the upper right hand corner of the screen? Once you click on the icon, you should be able to select "Xfinity Support", and this should get you right back to me. Please also include your full name, and your full address, and I look forward to speaking with you, and getting everything taken care of! 

 

-Tyler

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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Visitor

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10 Messages

Doesn't*

And yes, they said outage will last till morning. That's why I'm requestibg credit.

Official Employee

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44 Messages

Alright, got it; thank you for confirming that for me! Can you try creating a new conversation again, and instead of typing my name in the "to" area, can you please type out "Xfinity Support", and then try sending me a new, private message? Thanks in advance again, for giving this another try! -Tyler

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!tick

Visitor

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10 Messages

If I type xfinity support how do I make out the private message to you?

jav6joev

Bronze Problem Solver

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2.1K Messages

@user_eafdc2 wrote:

If I type xfinity support how do I make out the private message to you?

In your message you're typing, mention @ComcastTylerJ in the text and if they are online they might respond.  It will NOT be a private message to them as ALL Comcast agents monitoring the Private Messaging to 'Xfinity Support' may see it.

BruceW

Gold Problem Solver

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22.3K Messages

4 d ago

I see conversations, tried to start a new one with your name. Didn't work.

To send a "Peer to peer" / "Private chat message" message to Xfinity Support:

  • Click "Sign In" if necessary
  • Click the "Peer to peer chat" icon or https://forums.xfinity.com/peer-to-peer-chat
  • 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

See https://forums.xfinity.com/conversations/email/cant-create-a-new-email-address/605e52b726aa974d63032d02?commentId=606107ea738c7f46a02b830e for an example.

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