Visitor
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3 Messages
Why do xfinity representatives keep lying to me about outages?
We had 4 outages this week, two of them happened today(11/17/2021). An agent indirectly called me a liar when I told him there was an outage earlier today. I informed him that xfinity confirmed there was one but he completely ignored me. Second outage happened some time before I came back from work, If I had to guess shortly before 6:00PM. I went through two agents and they both assured me everything is fine on their end. Three hours later, no surprise, map shows that there is outage in my area. I spent three hours trying to diagnose the issue, even started questioning my own equipment. Why can't xfinity's agents be honest? I know this is embarrassing situation you got here but you are making it way worse by lying to me about an outage that is clearly happening. I am tempted to move to another provider. Yes, I may not get speed that's as fast but at least I won't have 4 outages! and it's only Wednesday!
Here is what I'm expecting:
(1) I want an explanation for what is happening in my area that is causing so many issues. I've asked this question and no agent was able to explain. How come there are no notes on the area where the disruption is constant. We need an update not only when the disruption happened but on the area as a whole. You can't hide your failures at least admit you are not capable of fixing the issue completely. As customers we deserve to know.
(2) What are you doing to improve the situation in my area? Do you have a plan? Are you applying temporary fixes that only last a couple of days, couple of hours(as it happened today) or are you making permanent changes? How come do you keep failing?
(3) What should we expect in the near future? A lot of us are working from home and we need the internet we are paying for. Can we rely on your service?
(4) You need to improve your notification system. I don't want to spend any time trying to fix something that is broken on your end. Do what is necessary to improve your system, we need to be made aware immediately, not three hours after an outage happened! This is completely unacceptable.
(5) Reply from a knowledgeable representative on the points that I've made.
EG
Expert
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110.1K Messages
3 years ago
Concern moved here to the Customer Service help section for greater exposure to actual Comcast employees for assistance.
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CCLayla
Gold Problem Solver
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259 Messages
3 years ago
Hi, @Grant1117, thank you for taking some time out of your busy day to reach out to us here on forums for assistance.
I am so very sorry for the amount of time spent without a connection. With having to work and learn from home all the time now, too, I do get how upsetting it is when service is unstable.
It sounds like you have already been utilizing the Status Center to review the map for interruptions, and I highly recommend the My Account app as well. At this time, the app is the very best way we can communicate and update customers on any service disruptions impacting their area. In some cases, we do have the ability to provide alerts within the app before an interruption occurs and even share some details on why it happened. The feedback shared on ways to improve the notification system for disruptions is truly valuable. We are always trying to make things much simpler and faster for our customers.
You're absolutely right that there should be as much information provided as possible. I would be more than happy to take a closer look into the recent interruptions you've experienced to share what details are available for them.
Could you please send our team a private message with your full name and full address? Our team can most definitely take a further look at this issue. To send a "Peer to peer" ("Private") message:
Click "Sign In" if necessary
• Click the "Peer to peer chat" 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. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window
• Press Enter to send it
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user_551bf0
Visitor
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1 Message
3 years ago
@Grant1117 thank you for starting this, I was able to find your post when searching around for this info.
@XfinityLayla please keep this thread updated, so we don’t each have to create our own and waste your time.
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