Skip to main content

    Support

    Offers

U
user_ihbly7
1st Topic
1st Like

2 Messages

Friday, June 14th, 2024 6:34 PM

Closed

Subject: Urgent: Ongoing Internet Disruptions Threatening Our Livelihoods

Dear Xfinity Customer Service,

I am writing to express my frustration and concern regarding the ongoing internet disruptions we have experienced every day since Monday. This prolonged work has not only caused significant inconvenience but also posed a serious threat to our livelihoods.

As someone who relies on a stable internet connection for my job, the repeated outages have jeopardized my professional responsibilities. Additionally, my wife has faced multiple interruptions during her job interviews, impacting her chances of securing employment. It is unacceptable that this work has taken five days to complete, causing such severe disruptions.

If these issues persist, we will have no choice but to transfer our service to a provider with a more reliable network and a commitment to completing work in a manner that minimizes outages.

We urge you to address this matter urgently and provide a resolution that ensures stable and uninterrupted service moving forward.

Sincerely,

Sara S

Question

 • 

Updated 

10 months ago

82

3

EG

Expert

 • 

110.5K Messages

11 months ago

Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.

0

0

XfinityBrianH

Official Employee

 • 

1.3K Messages

11 months ago

 

user_ihbly7 Thank you so much for reaching out to us here today with your concerns. I can definitely understand how important a reliable and consistant internet connection is when you work from home. I know our local Xfinity engineers are working hard to get your services back up and runnign as quickly as possible, but you can always view the most recent updates concerning a service interruption in your area by logging into the Xfinity app or account online following instructions found here https://www.xfinity.com/support/articles/check-service-outage. 

 

2

0

user_ihbly7

2 Messages

Brian,

I appreciate that. We fortunately knew about the outages ahead of time thanks to mailers, and I am signed up for the service outage alerts. However, the work was originally planned to take one day, and instead took five, and lasted (at least according to the alerts) most daylight working hours. Trying to work and do job interviews, not knowing if/when the internet would go out (and being stuck when it did) was stressful. I understand that sometimes work does not proceed as plan, but I would ask or offer feedback that Xfinity consider a policy that if work is unsuccessful for more than 2 consecutive days and/or completion of work is unknown that the work be moved to a time of minimal disruption (overnight), or spaced out on nonconsecutive days.

-Sara S

11 months ago

0

XfinityBrianH

Official Employee

 • 

1.3K Messages

 

user_ihbly7 That is great feedback that I can pass along to my management team! I would also like to let you know about an option I use and find super helpful, the Xfinity Storm Ready WiFi. This is a device that connects wirelessly via a 4g cellular signal to provide service in the event of a service interruption or power outage. You can find more information on our Xfintiy Storm Ready Wi-Fi here https://www.xfinity.com/learn/internet-service/stormready. Please let me know if I can help with any other concerns. 

 

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

11 months ago

0

Newmanator1

Regular Visitor

 • 

2 Messages

10 months ago

Sara, I feel your pain. I updated my Gateway Xfinity modem first part of year hoping to resolve my WiFi/internet disruptions however it's gotten worst. Since I have been keeping track in April I have multiple disruptions daily and reboot my modem every other day. 

1

0

XfinityBenjaminM

Official Employee

 • 

2.1K Messages

 

Newmanator1 Hello! We are sorry to hear that you are experiencing issues with your services. Please send us a Direct Message with your full name and address and we'll be happy to help you further. Here are instructions on how to send us a DM in case you need them:

 Click "Sign In" if necessary
  • Click the "Direct Message" icon (upper right corner of this page)
  • 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

 

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

0

forum icon

New to the Community?

Start Here