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user_nn4eyd
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5 Messages

Saturday, June 21st, 2025 1:55 AM

Very difficult to get anybody to help during the outage

We’ve been down for over two days and it’s nearly impossible to get anybody on a phone. The app says we’re online, but the entire neighborhood is down. And when you call the report, the outage  they put you into this death spiral of an automated attendant, which doesn’t help at all.  And even when you do get somebody on the phone, they say let me send out a technician in a week.  really the worst customer service system I’ve ever seen of any company I’ve ever worked with.   Most importantly, 

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1 day ago

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XfinityJon

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234 Messages

1 day ago

Hey there user_nn4eyd. I can certainly understand the frustration if you are dealing with interruptions. Is your service working now? Or are you still experiencing issues at this time?

 

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user_nn4eyd

Visitor

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5 Messages

@XfinityJon​ our entire service is down.  when you go on the app it says everything is working.  when you call anybody in technical support They say everything looks fine. “We sent out a dispatch and they say it’s working.”  Meanwhile, the entire neighborhood is down and no one can get a hold of you guys To report that something‘s wrong. Also, when you call, it says it looks like your equipment is off-line and says please unplug and plug back in but clearly you don’t need to do that.   Then it just hangs up on you   It is so bad

(edited)

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XfinityJon

Official Employee

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234 Messages

I am more than happy to take a look into this for you. I will need some additional information from you. 

Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.

 

To send a "Direct Message" to Xfinity Support:

 

Click "Sign In" if necessary

Click the "Direct Messaging" 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 and press Enter to send it.

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