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user_kli8pu
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Monday, July 15th, 2024 10:30 PM

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Service Outage Past ETA

Hello! My outage status said my connection would be fixed by 5:15pm today. However there has been no change and now my status for restoration is just “as soon as possible.” 

I saw on here from an Xfinity Support representative that no progress is expected to be made in Houston for 48 hours from this afternoon.  However, your alerts blog shows a press release from this afternoon that another 10% of customers have been reconnected.

So, can there please be clarity on this issue? Your support representatives are all talking out of both ends. 

Please do not forward me to the status center or blog. I have been there already. Please can someone actually help gain some insight into this situation. 

Question

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Updated 

10 months ago

113

2

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user_kli8pu

19 Messages

10 months ago

Hi! Would one of the support technicians who keeps offering personal help please respond? Unfair to look into others’ accounts for help but not everyone. What terrible customer service to pair neatly with terrible internet service. 

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XfinityDilary

Official Employee

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2.2K Messages

 

user_kli8pu Thanks for posting on our community forums for assistance. We are sorry to hear the repair in the area is taking longer than expected. Unfortunately, we are unable to expedite this process from here. But I assure you, our repair team is doing their best to restore services as soon as possible. The best way to stay updated on the interruption status would be to visit our Support Status page or through our Xfinity App. As soon as our team has an estimated time for resolution, it will updated there. 

 

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.
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10 months ago

0

user_kli8pu

19 Messages

@XfinityDilary​ What a disappointment. I plan to cancel my service. Can you help me cancel it?

10 months ago

0

CC_Tony

Retired Employee

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1.4K Messages

@user_kli8pu, We can help you cancel your service. Please, send a DM to Xfinity Support with your full name and address. Thank you! Just know that misrepresenting why you need support would be counted as an unsolicited DM and is a violation of our guidelines: https://forums.xfinity.com/conversations/guidelines/xfinity-forum-guidelines/602da8fdc5375f08cd20b38c.

Here are the detailed steps to direct message us:

 

• Click "Sign In" if necessary

•Click the "Direct Message” icon (upper right corner of this page) or https://forums.xfinity.com/direct-messaging

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

•Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list

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

•Press Enter to send your message

10 months ago

0

user_kli8pu

19 Messages

@XfinityTony oh no I’m not misrepresenting why I need support, I will DM you to cancel per your instructions!

Please do not chide me like a child. I appreciate you showing some respect and I’ll do the same for you.

10 months ago

0

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