Frequent Visitor
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13 Messages
Unable to communicate with Xfiniti support
Wondering if someone can explain something. When there is a service interruption in my area I am unable to reach Xfiniti, by phone at least. A recording says it will let me know when the service will be restored and until that happens no one can connect with me. Often however, while the service interruption may have been in my area it has not impacted my house and I need to have a question answered about something unrelated to the interruption. For example I had a billing issue one time and another time wanted to add channels but was out of luck because I was completely shut out for a day or so for a service interruption in my neighborhood but not affecting my box. Does this make any sense at all?
XfinityKatie
Official Employee
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744 Messages
2 years ago
You are asking a great question @sschickler. When you reach out, the system will detect that there is an interruption in your area, and depending on the options use, it may prevent you from being routed to a technical support agent as any current issues you would be having would be linked to the interruption. Are you currently in need of assistance with your account? Our team and entire community are here to support you!
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sschickler
Frequent Visitor
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13 Messages
2 years ago
Thanks for reaching back out however it doesn't answer why I can't get support on anything unrelated to the interruption. And, as I stated the interruption wasn't even affecting me. I had no idea that there was an interruption in my area. There were no "other options" for getting to someone. I tried for a half hour. I could not even reach billing which had nothing to do with the interruption. All phone calls were abruptly terminated. So you say "depending on the options that I use." What other options were there? As it turns out I finally did a "workaround" and called an Xfinti business number for new accounts and got a kindly person there to transfer me to someone but why do I have to resort to such bizarre methods to talk to a human being? Why is Comcast service so impossible to use?
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