Visitor
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2 Messages
Technician Said Issue with Neighborhood Equipment
Today a technician visited my home and inspected the internet connection. I had told him that I was experiencing consistently intermittent connection; it feels like packets are being dropped, requests hang, video calls pause completely and then come back minutes later.
After he spent some time diagnosing and testing the connection he informed me that there was an issue with equipment that was not on my property and that a technician would need to be sent to my neighborhood to fix the issue and that it could be completed sometime this week.
I asked if anyone would contact me to let me know a status of the repairs and was told that they would not.
I’ve looked on your outage status map and since it’s not a complete outage, I haven’t seen anything. How can I track the status of this issue?
EG
Expert
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110.1K Messages
2 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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XfinityJosephA
Official Employee
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1.7K Messages
2 years ago
@user_e33a58 when you have a chance use the Direct Messaging icon at the top of the page to send your name and service address to "Xfinity Support." We can take a closer look at your account and appointment. We need to confirm the issue was referred to our maintenance team. We'll be happy to help!
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EG
Expert
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110.1K Messages
2 years ago
@user_e33a58 @XfinityJosephA
Here's exactly how to send a direct message (private message);
Click "Sign In" if necessary.
Click the "Direct Message" icon in the upper right corner or https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon.
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
An "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.
See https://comca.st/3KQF8q9 for an example.
[Permission from and credit given to BruceW].
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user_e33a58
Visitor
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2 Messages
2 years ago
Thanks, I sent a message. I’m hoping to hear back by Friday to see if they fixed it.
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