Service Restoration & NO COMMUNICATION

This is ridiculous. No internet for over 24 hours and ZERO updates. Except for the same canned response via email, text, and phone.

Your automated phone line just hangs up after giving no help whatsoever. Your "real time outage map" is a joke as it NEVER UPDATES.

You have also consistently over billed me for months even after an agent assuring me every time it will be credited back to my account. It NEVER HAPPENS!

A person shouldn't have to fight so much to get information from a service that they PAY for!

Responses

XfinityDilary

Official Employee

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2.1K Messages

10 months ago

user_bcy317 Thanks for posting on our community forums. I'm sorry to hear the service interruption is still ongoing. If the issue was caused by unexpected circumstances, the best we can do is wait for our repair team to complete the fix. Unfortunately, we can't expedite this process. Once our team has an estimated time for resolution, we will update the Xfinity App and Status Center. Keep in mind that you can also request credit for the interruption by visiting our Status center once the issue is resolved.

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user_bcy317

3 Messages

I have tried to request a credit but since that requires an end date of when service resumed (which it hasn't) I am not eligible for a credit according to your system.

My security company monitors my home via the internet, how am I supposed to keep my home secure if they can't even monitor it? How am I supposed to work with out the internet, or keep my doctor's telehealth appointments? To keep thousands of customers in the dark because of "unexpected circumstances" is not even close to an excuse.

Also, why have you been routinely withholding a credit I was supposed to get for overpayment of a bill for months? Every agent that I talk to assures me it will show up on the next bill, but every month I am charged the EXACT same amount.

10 months ago

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XfinityDilary

Official Employee

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2.1K Messages

user_bcy317 I'm sorry to hear the requested credit has not been applied. We can review our records and apply the credit based on the number of hours/days your service was affected and your current rate. Could you please send our team a Direct Message with your name and service address? Our team can take a further look at this issue.

To send a Direct Message:

Click "Sign In" if necessary

• Click the "Direct Messaging chat" icon

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

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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

I am an Official Xfinity Employee.
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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.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

10 months ago

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user_bcy317

3 Messages

I have already tried that. 3 hours ago with no response. I just keep getting the same canned responses from bots. Why can no one tell me at least why I have no internet?

10 months ago

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Customer Service

user_bcy317

Service Restoration & NO COMMUNICATION

XfinityDilary

user_bcy317

XfinityDilary

user_bcy317

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