Visitor
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3 Messages
Text Notification of planned outage
Earlier this month, my service was interrupted due to a planned outage. I spoke with an XFinity Customer Service representative in February 8th who set my account up so that I could receive text notification of upcoming planned outages (she assured me this service would work). Today my service was interrupted again - only to find that it was die to a planned outage for which I received no notification. I’ve read in the FAQ that you can check your app fir such notifications, but who has time to do that every day? I assume that my service is reliable - should I not? The earlier planned outage this month was followed by several days of unplanned outages that had a significant impact on my family. Had we known, we could have planned accordingly. This is so frustrating- to make it worse, it is extremely difficult to speak to a real person in order to provide feedback, I’ve responded to follow-up automated surveys with similar comments, but never get a response from XFinity. I wonder, is anyone listening?
XfinityBillie
Official Employee
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3.3K Messages
2 years ago
Thank you for taking the time to reach out to us here on our Xfinity Forums! I'm truly sorry for the confusion on how our text notifications work. When there is a service interruption you can sign up for that text notification to alert you when the interruption is over. For planned maintenance you would need to check the app itself for any that is upcoming. I hope this helps to clarify things!
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XfinityBillie
Official Employee
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3.3K Messages
2 years ago
When there are service interruptions you may have services back before the interruption is officially restored. Others may have still been affected, and our technicians may have been completing work. Occasionally you may see services come back, but they might go out again until the interruption is officially determined as resolved by local technicians. We truly appreciate your feedback.
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user_67448d
Visitor
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3 Messages
2 years ago
Last follow-up - is it unusual for there to be several days of unplanned outages following a planned outage considered complete as I experienced earlier this month (week of Feb 6th)? I realize that no one can predict unplanned outages, but based on recent history/trend, If it’s a medium to high probability, that would be helpful to know in order to set expectations/plans for those who are relying on connectivity for work.
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