Visitor
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7 Messages
Service outage for last 64 hours and tech/support team has no idea on how to resolve the issue
My internet has been down for the last 30 hours (right now, it is 2/22, 10:30 PM PST).
On 2/21 at 7 PM, a live support agent told me a technician can not come until 36 hours. After all the arguments and explaining my issue to 7-8 agents, they sent a technician to my home the next afternoon (2/22, 2:00 PM PST). The technician failed to fix my problem as there was a fault with the box outside the house, and he could not take care of it. Then I was told that the response team wouldn't be available for another 24-48 hours. For the past 7 hours, I have fruitlessly talked to at least eight different agents. Out of which one agent, Tarun - supposedly the supervisor- suggested that I should go out to a cafe and use their internet. So the agents are suggesting an on-time paying customer, who they call valued but don't really value, to go out and use a cafe's internet! Great resolution idea - whoever is training them - **Slow Clap**!
Here is precisely what he said:
Tarun:
Oh! I see, well in that case I would suggest you to please visit the near by cafe if have to connect to the Xfinity hotspot and I know it is been very hectic for you but you can at least have your classes without the loss as I understand how important it is for you.
Additionally, I am a working student and had a class today worth $672, and I could not join it because Xfinity could not fix my problem. Let alone fixing it; the team could not even narrow down the problem! In turn, they have given me a credit of $70, and they still have no idea when the issue will be fixed. Do you really think $70 is a fair compensation for the distress caused?
Here is the summary of the last 29 hours:
- I have talked to at least 14-15 agents.
- I have wasted more than 2-3 hours chatting with useless agents - who must be trained better because they have no clue other than reading from the screens; honestly, they should not call themselves the tech team!
- I missed a class worth $672!
- I am distressed from bouncing from one chat to another.
- I had to stay home to attend to the agent and could not work from home either.
- Still no clue of when the services will be fixed. I have another class tomorrow (2/22) if I don't attend it then I will have a loss of $1344 (672*2) by then
- Agents don't mind the customers' discomfort and believe that going out to the cafe is a fair resolution!
I have a transcript of all the chats; let me know if I have to share it on social platforms (facebook, twitter, Instagram, youtube) to get the attention of the respective team. Because apparently, the right team has not taken up my case yet!
I need an ETA on when my services will be up again and how I will be compensated for all the hassle and losses that I have faced so far.
user_6c255a
Visitor
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7 Messages
3 years ago
Additionally, I got a false message in the evening that the issue was fixed:
I followed up with the team again via live chat, and they created a new service request for 2/24 at 7:30 AM. If you calculate it, then the downtime will be around 65 hours! What is more interesting is that she scheduled a tech visit when someone had already visited me this morning and clarified that there is no issue inside my apartment. Really the chat agents are not given the right tool and training to deal with the customers.
(edited)
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EG
Expert
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117.1K Messages
3 years 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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CCJessie1
Retired Employee
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5.9K Messages
3 years ago
@user_6c255a
We can appreciate your desire to receive assistance. However, we ask that you please refrain from bumping. Bumping refers to making a post for the sole purpose of bringing a thread to the top of the list. Bumping is a violation of our Xfinity Forum Acceptable Use Policy (found here: https://forums.xfinity.com/conversations/guidelines/xfinity-forum-acceptable-use-policy/602d9c64c5375f08cd574236)
Please remember, by having an account and utilizing these forums, you have already agreed to the rules, policies, and guidelines contained within that document as well as any other posted documents throughout the community.
Thank you in advance for your consideration.
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