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MooniesMom15
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4 Messages

Wednesday, June 19th, 2024 7:19 PM

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Why can I not get an update on outage?

My Xfinity has been down for 24 hours. There has been no update whatsoever on when service may be restored. Chat won't put me through to an agent, and the phone number keeps hanging up on me. I am thankfully using my cell service to work. Because of the way this is being handled, I'm shopping for a new internet provider.

Is there a reason you are stonewalling customers? Twenty-four hours and not a single update is absolutely ridiculous. 

Thank you.

Question

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Updated 

10 months ago

166

3

MooniesMom15

Visitor

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4 Messages

10 months ago

Thanks for the ridiculous badge, but what I really need is customer service and an answer. Twenty+ years as a customer is about to go down the drain due to the poor handling of communication on a long outage.

(edited)

0

0

EG

Expert

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110K Messages

10 months ago

Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.

1

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MooniesMom15

Visitor

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4 Messages

@EG​ Thank you so much for your help.

10 months ago

0

XfinityThomasB

Official Employee

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1.9K Messages

10 months ago

Hello MooniesMom15. Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

To send a Direct message:
Click "Sign In" if necessary
• Click the "Direct Message" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears.

4

0

MooniesMom15

Visitor

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4 Messages

Where is the Direct Message Icon? I do not see it on my account. I'm logged in.

10 months ago

0

user_720fne

1 Message

I have been with Xfinity for 45 years.  Our cable service is also out.  Xfinity will be here to fix it on 6-21-2024.   They did not or could not provide any explanation for outage.  We live in Centralia, WA.   This is not the first time.  Last year our service was out for 3 weeks. Finally Xfinity told us it was a cabling issue in Centralia, WA due to an auto accident that struck a telephone pole in our area.  It took a long time for me to get an explanation as I am certain they did not want any law suits filed so I was provided an answer.  ?But I can tell you there is no better provider of cable service out there, so don't waste your time looking.  Just try to understand that no company can provide perfection.  It is not realistic.   

(edited)

10 months ago

0

XfinitySara

Official Employee

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1.7K Messages

Hey there, @user_720fne! We appreciate your feedback, and I'm glad you shared your similar concerns. Thanks for letting us know about your Trouble Call (tech visit) set for tomorrow, the 21st. I want to make sure your service issues get properly addressed as well, so I plan to check in with you this weekend to see how things are going. Don't forget that you can always create your own public post if any questions or concerns arise that you'd like for us to address directly! Our Digital Care Team is here to support you and your household however we can, always ❤️ Talk soon!

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
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

10 months ago

0

XfinitySara

Official Employee

 • 

1.7K Messages

Morning, @user_720fne! How'd everything go with the visit? Are you back up and running today?

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
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

10 months ago

0

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