Service Outage

I live in a moderately populated area and the cable/internet service went out yesterday afternoon around 2 or so and 21hrs later they still don't even have a truck at the downed line. Only answer I get from Comcast is that they haven't heard an update from their technicians and then had the audacity to try and upsell me a package! How about you get this service going first before you try to get MORE money from me?

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XfinityGabriel

Official Employee

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2.6K Messages

2 years ago

Hi, @user_upkt64! We appreciate you for taking the time to contact XFINITY over our forums page for help with that downed line and for patiently waiting for a response. The last thing we want is for someone to get injured. I am sorry to learn about this experience. You've come to the right place in virtual land for help. Are your services still being affected by this downed line at this time? If so, the next best step to take from here for the fastest solution would be to schedule you the next available technician visit.

user_upkt64

3 Messages

2 years ago

Service is absolutely still down. Your online chat represents keep telling me that the technicians are waiting until power is restored, but why would I be asking about cable/internet service if I didn't even have running electricity?! Response time to these issues has never been this poor and I'm tired of getting idiotic responses. A maintenance truck should have been at the site over 20hrs ago. This is unacceptable. The whole block has power. Just no Comcast service.

XfinityGabriel

Official Employee

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2.6K Messages

In order to tell you what going on, I will just need to pull up the account, @user_upkt64. To pull up the account, please send us your account info as a direct message. Here is also a great digital option for monitoring your services. It's our Status Center. Have you heard of it? When visiting the Status Center, Simply scroll down to where it says "Tell us more about your experience in the Outage" Tips section at the bottom of the page. A form launches to also determine eligibility for the credit.

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2 years ago

XfinityGabriel

Official Employee

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2.6K Messages

2 years ago

Oh, no! @user_upkt64 As someone who has been in your shoes before, I can understand where you are coming from. I am sorry to learn that we have made you feel this way. We can help by getting an appointment scheduled on our end. To get started, please send us a direct message with your first/last name and full address.

You can start by clicking the "direct message" icon on the upper right page of the forum page. Once you click on that, input our shared handle "Xfinity Support" to send us a direct message. If you're signed in to your forums profile and because you have already posted to the public page, you should have the option to do so.

user_upkt64

3 Messages

It's not a "one house" issue. Can someone, for the love of god, give me a straight answer as to what's going on? Was there an issue with a power source for the Comcast equipment that services the area? Because if someone tells me it's because I personally don't have electricity or that it's a "me" problem again, my head will explode from these insane responses. No customer should be on the brink of a mental breakdown because they feel like they're in the twilight zone with useless customer service responses. It literally looks like a giant tried to play jump rope with the lines down the street. Why customers can't get an honest, straight answer as to why is beyond my comprehension.

2 years ago

Customer Service

user_upkt64

Service Outage

XfinityGabriel

user_upkt64

XfinityGabriel

XfinityGabriel

user_upkt64

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