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user_bi79im
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4 Messages

Wednesday, April 16th, 2025 7:08 PM

Website unreachable for 2 weeks, comcast support sending me in circles.

All comcast users can't access a specific website or IP address and it's been nearly impossible to get someone to help at comcast. The website works fine under all other ISPs and VPNs.

I have an ECM ticket that needs to be escalated to the Regional Executive Group. I've talked to a dozen support reps and no one has been able to escalate this issue appropriately.

[Edited: "Personal Information"]

Thank you.

Question

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Updated 

19 days ago

 • Edited

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XfinityDena

Official Employee

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3.2K Messages

26 days ago

Thank you for reaching out @user_bi79im. I am sorry to hear you are having issue with the website. Have you spoken to our CSA team (Customer Security Assurance)? You can contact CSA by calling CSA Toll-Free Number: 1-888-565-4329.

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user_bi79im

4 Messages

@XfinityDena​ I have already contacted them many times. What I require is help with escalation to the regional executive team. Can you help with that?

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26 days ago

0

XfinityDena

Official Employee

 • 

3.2K Messages

We do not have access to tickets place by the CSA team but we can put in a different ticket. Please send me a Direct Message with your name and service address so that I can fully dive into this for you! I will leave you instructions on how to initiate the message with us! I look forward to working with you soon!


- 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

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

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26 days ago

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user_bi79im

4 Messages

@XfinityDena​ I have sent the requested info, however I do not need additional tickets I need my current tickets ESCALATED to the REGIONAL EXECUTIVE TEAM. Can you please help, and if not, please escalate this to your supervisor who can? Thank you.

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26 days ago

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XfinityNatalie

Official Employee

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43 Messages

26 days ago

 

Thank you for responding to us user_bi79im with your information through direct message. I will be further assisting you through direct message going forward for security purposes in regard to account specifics. Once again, we truly appreciate you allowing us the opportunity to help resolve this issue at hand. 

 

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user_bi79im

4 Messages

19 days ago

A week later and several more reps with two days between contacts. Yesterday I was asked to provide, again, the same information already provided weeks earlier. Still no resolution or solution sadly.

Hundreds of websites remain blocked on the comcast network meanwhile.

(edited)

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XfinityEmilyB

Official Employee

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2K Messages

@user_bi79im Thank you for reaching back out so we can make sure your concerns are fully addressed. Please respond to our Direct Message so we can check for updates on your ticket. 

 

You can send a direct message by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. I look forward to receiving your message :). 

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

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19 days ago

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