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user_qb9w76

4 Messages

Thursday, July 25th, 2024 10:48 PM

Closed

Unscheduled maintenance no internet

On Monday I lost internet for what Xfinity is calling scheduled maintenance in my area. I was never informed. Four days later I get the same response from customer service app. It refuses to let me talk with an agent. Calling it customer service is a joke. It repeats the same thing and the outage map displays the same thing. What should my next step be?

Question

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Updated 

5 months ago

51

2

0

XfinityJohnG

Official Employee

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1.7K Messages

10 months ago

Thank you for reaching out to us here @user_qb9w76. Normally any scheduled maintenance would be seen on your Xfinity app. I will be happy to check on any service issue or planned maintenance from here. Could you send us a direct message with the full name and complete address for your service?

To send a direct message [private message]:

   Click the "Direct Message" icon 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

5

0

user_qb9w76

4 Messages

I just my service restored or an explanation as to why it’s taking so long.

10 months ago

0

XfinityAirelle

Official Employee

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2.6K Messages

 

user_qb9w76 We understand it's frustrating when your services are not working due to an interruption. Taking a look, we do show that this was actually a planned interruption. You can check the status here: 

https://www.xfinity.com/support/status

 

Our techs are working to get the repairs done as soon as possible and we surely appreciate your patince. We do not have an estimated time just yet, but our team will continue to check in with you via private messaging to see where things are at. We will be here every step of the way. Please let us know if you have any questions! 

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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10 months ago

0

user_qb9w76

4 Messages

That’s been the same status all week. It hasn’t updated from that once. Does that mean nothing has been accomplished. Had I been notified that this was happening would have been nice. I really would like what is being done explained to me by an actual person.

10 months ago

0

XfinityArmand

Official Employee

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2.1K Messages

No problem @user_qb9w76.  There is maintenance being completed in the area.  To always ensure that our customers are having the best experience with their service, we do need to perform maintenance work from time to time.  Once we have an update from the tech and engineering teams on the ground, we will be sure to provide you with an update. 

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

user_qb9w76

4 Messages

I finally got a text saying things were fixed in my area after a week. They weren’t and has gone back to the same message of service will be restored asap. This is garbage.

10 months ago

0

user_x2umoi

1 Message

5 months ago

I haven’t had internet since Tuesday. Your customer service is of no assistance. I have to work from home. What is the work around as this is horrible 

1

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XfinityAlfonso

Official Employee

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1.6K Messages

Hello user_x2umoi we're so sorry to hear about that unexpected service interruption. You will still have access to public Xfinity Wi-Fi Hotspots, and our Xfinity Wi-Fi Hotspot site will show the ones nearest you. To stay up-to-date on repair ETAs, Our Xfinity Status Center is the best resource, and you can sign up for free text alerts here and request credits for downtime as well. 

 

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

5 months ago

0

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