What is wrong with Xfinity service in my area and Xfinity in general

Over the past two weeks, we have had FOUR Separate internet outages. This is completely UNACCEPTABLE. Both my partner and I work remotely and are incapable of doing our jobs because of how terrible your service is. I actually didn't even want to use Xfinity for my internet, but sadly, due to the monopoly you have in the area I live, I was left with no choice (here's hoping someone in congress cracks down on this stupidity soon). I have tried repeatedly to talk to a real person to get a better understanding of what is causing these ridiculous outages, but unfortunately, my only option seems to be a chatbot that is absolutely useless.

Could you please explain to me how I can talk to a real person to figure out what is going on? Oh, and while we're at it, I would like to receive credit for all of these outages. I shouldn't even really be paying you anything considering how often this service doesn't work, but that is sadly not an option.

Also, it's hilarious that you can post compliments on here and not complaints. Truly LOL.

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XfinityJulie

Official Employee

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52 Messages

58 minutes ago

@user_3xotab Thank you so much for connecting with us on the Xfinity Forum.

Let me start by letting you know I am a real person and you're in the right place to get answers about your ongoing internet issues.

As I also work from home, I can certainly empathize with you. We don't want you to have to worry about connectivity and getting your work done from home. We want your experience to be seamless so you can enjoy what is so great about our services.

Let me begin by asking a couple of questions if I could?

-Has this been happening at the same time each day?

-Have you received any emails notifying you of service interruptions or work being done your area?

Thank you in advance for your response. This will help me to get started on the right path.

Also, I want to share with you a link to our Outage page and Service Status Center, where you can check on the health of your internet should you need it in the future.

https://www.xfinity.com/support/articles/cable-not-working

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user_3xotab

Visitor

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3 Messages

No, the outages have been happening at random times. It first started on the morning of 11/2 and that outage lasted nearly 24 hours. Then we had a second outage on 11/3 that lasted only a couple hours and I had one again on 11/11 that lasted a few hours. And then today, we were hit with our fourth outage. Supposedly, the internet should be restored by 2:30pm, but the estimates are often incorrect.

I did receive a text notifying me of these outages and I am aware of the outage page, but they do not explain to me why these outages keep happening. Why are we having repeated outages and just how long is this going to go on? This is absolutely not sustainable and I will likely need to cancel if this keeps happening.

Also, is there a reliable way to speak to a real person over the phone? It seems like the answer is no.

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52 minutes ago

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XfinityJulie

Official Employee

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52 Messages

ser_3xotab thank you for that information. We do not want you to continue to see interruptions in your service. I have all the tools at hand to troubleshoot with you and help to understand what is going on.

I am able to assist you here and would like to explore what is specifically impacting your service. In order to do that, would you please send our team a direct message with your full name and full address?

To send a direct message:
• Click "Sign In" if necessary
• Click the "Direct Message chat" icon
• Click the "Start new message" (pencil and paper) icon
• In the "To:" line type "Xfinity Support" as you type the drop-down list which appears. Select the "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window, please add your full name and address
• Press Enter to send it.

https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514

Thank you!

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31 minutes ago

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user_3xotab

Visitor

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3 Messages

I have sent a DM to Xfinity support. Thank you for your help.

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13 minutes ago

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Customer Service

user_3xotab

What is wrong with Xfinity service in my area and Xfinity in general

XfinityJulie

user_3xotab

XfinityJulie

user_3xotab

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