WE NEED TO BE TOLD ABOUT PLANNED OUTAGE

Thank you for bringing your concerns to our attention and appreciate the feedback, @user_b5492a. 

Customers will get these text messages from our text line, 266278. 

Customers may receive multiple text messages:

• Pre-Event — In cases where we know the impact before the event, the customer may get a message before it happens.
• Start of Event — When we determine an event has occurred and which customers are impacted, we’ll send a message about what’s happening and the estimated time of restoral (ETR).
• Event Update — If the customer replies to the event message requesting an update, we’ll provide a status update message with any change to our ETR.
• End of Event — Once the event is over, we’ll send a follow-up message informing the customer. We’ll ask for confirmation that services have been restored. They can also reply to the text for more help.
• Post-Event Survey — After the issue is resolved, we’ll send a final message asking the customer to rate the effectiveness of the text messages. These surveys help identify any process issues, so we can improve the experience.
  
  If you had decided to opt out of receiving notifications, to opt back into receiving the messages, send START to 266278. You’ll be re-enrolled in interruption messages.

It’s all a lie. They are thieves and they turn it off to take our money for services we can’t use. It’s all one big scam. They say it’s planned enhancements and you call to get credited and they say it’s unplanned outage and they are working to fix it. They send you a message saying that the enhancement or fixing that they are pretending to do couldn’t be completed and they’d let you know when they’d be back and they tell you that it was completed successfully. They got really messy and now I have the receipts to prove that they were lying about everything just to steal from us knowing most of us wouldn’t take the time to get someone on the phone and argue with them until they tell you the truth or compensate you in some way. They know they will get away with it so they do it. Too many people just accept it and don’t stand up for themselves and too many businesses like apartment complexes have forced people into using this company by signing no compete contracts so those people don’t even have a choice. They also monopolize whole areas and force them to use their services or have nothing. It’s a scam and it needs to be shut down. I don’t know how they have gotten away with this for so long.

You can try calling and asking how to opt out of it. A man was trying to tell me how and they muted him and I waited for five minutes for them to end the call for me and they scheduled a call back on their own and tried to pretend like they could tell me they would cut my services for the third day on a row tomorrow as well even though they are lying all over the place about what they are doing because they aren’t actually doing anything. So I told the Second Lady that the first man said there was a way and that Xfinity muted him and wouldn’t let him tell me and I’d like to know how. She’s taking her time trying to figure something out and giving me the run around without ever saying that opting out wasn’t an option because it is and they just don’t want to let me do it.