4 Messages
Voice Guidance Loop, False Claim of Outage
I received a new X1 box today but in the setup it will not get past a "voice guidance" loop. When I call Comcast/Xfinity to talk about it, the 800# says there is an outage in my area. There is not. [Edited: "Inflammatory"]. [Edited: "Inflammatory"]. Other posts here have confirmed that.
XfinityThomasA
Official Employee
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2.6K Messages
1 year ago
We never like to learn a customer is unable to enjoy their Xfinity services, and we'd appreciate the opportunity to help troubleshoot, @user_dewkb1. Let's take a closer look together.
Please send 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 forum's page.
Here are 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.
As a quick reminder, you can also check for service interruption in your area and information about your service by visiting https://www.xfinity.com/support/status or using the Xfinity app.
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user_dewkb1
4 Messages
1 year ago
I did all that you asked. Let's see if it changes anything.
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XfinityThomasA
Official Employee
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2.6K Messages
1 year ago
Happy we could help take a closer look and confirm a service intervention is impacting your address, @user_dewkb1.
- XfinityThomasA
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user_dewkb1
4 Messages
1 year ago
It took a lot of work, but this was finally resolved. A technician came out and fixed the issue, which had to do with the cable box. I was credited $60 for the trouble. Although I am glad it was resolved, it should NOT have taken 3 phone calls totaling 100 minutes, plus 2 hours via texts, over four days, just to get someone to come out. Xfinity has improved their customer service from the Comcast days, but this is a serious step backwards. The phone system makes it very difficult to talk to a real person. The first person I chatted with did not enter anything into their system, meaning I had to do it all over again the next day. He was woefully inept. The second call was to the Philippines and that person could barely speak English. Finally on the third call, we were able to get them to send someone out. Xfinity seriously needs to re-think how they do things.
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