Visitor
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1 Message
Urgent Concern Regarding Internet Modem Problem and Service Delay
Dear Xfinity,
I’m a loyal customer of over a decade. On June 18 in the morning, our internet service abruptly stopped. After 30–60 minutes with your automated system, I was told a technician was needed. The earliest appointment offered was Saturday, June 21, with a waitlist for June 19—but no one showed up or followed up.
This outage has serious consequences:
Our home cameras are offline. We have a young child with epilepsy, and the cameras help us monitor for seizures—this is a major safety concern.
Both my spouse and I telework, and this has left us unable to do our jobs.
I’m traveling overseas Saturday at 3 PM. If the tech is late or doesn’t arrive, the issue could remain unresolved for even longer.
Four days without service in 2025, especially under these circumstances, is unacceptable. I’m extremely disappointed in the lack of urgency. I hope this prompts real improvements, but I will be exploring other providers with better reliability and support.
XfinityMarcos
Official Employee
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2.4K Messages
1 day ago
Hello user_shufbq, these days our network connection is super important, and even more so for your child. I can imagine how important this is to you, and I'll do all that I can to help. Since you mentioned having a scheduled appointment, I'd like to review those details and proceed from there. In order to get started can you please send a direct message to Xfinity Support with your full name and full address by clicking the chat icon in the top right? Here's the detailed steps to direct message us:
• 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
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