Visitor
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3 Messages
Why does customer support for internet outages and service so awful and non-responsive? Spend hours with no resolution
Why does customer support for internet outages and service so awful and non-responsive? Spend hours with no resolution; lots of "oh I am so sorry for your inconvenience today, lots of promises including call backs that never happen only to be put back through the same loop. I am a Diamond customer yet feel I get treated so poorly despite having the most premium internet services. At this point, considering filing a FCC complaint and posting on boards that monitor ISP providers for the world to know. I am sure others experience the same challenges including the "vicious loop of chat that takes you nowhere and returns you to no where...
user_e0qv7p
2 Messages
1 month ago
Do you happen to be in the pittston, pa area? Almost my entire street has been down since 2am(currently 7:30pm) and I am unable to even get ahold of a live person!! I call and get an automated message that hangs up, then I try the app chat and it tells me I can’t talk to an agent until service is restored. I’m wondering how I get a job with this company since they aren’t required to speak with people while they’re actively dealing with issues. I will probably be calling a different local service provider tomorrow and switching to them. I’ve always overlooked the minor issues I’ve had because the service is usually good but I’m not going to keep paying OVER $100 a month(for just internet) if I don’t get any kind of support during a big issue.
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XfinityDena
Official Employee
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3.2K Messages
1 month ago
@user_0f30aa Thanks for reaching out. I understand how important your services are to you as they are to me as I also to work from home full time and any service issues will cause a headache not only to not be able to assist my customers but prevents my kids from getting school work done and being entertained while I am working! Services may be out in your area due to a number of reasons, including but not limited to weather, power interruptions or other outside factors. When a service loss is declared in an area, our teams are notified and will work as quickly and safely as possible to ensure everyone is back up and running. We offer convenient self-service options to check service interruptions through My Account, the Xfinity App, or the Xfinity Status Center at http://www.xfinity.com/support/status. This is where you would get the most up to date information including ETAs. This is the same information all representatives have as well. Credits are applied once the service loss in the area is cleared. Once fully resolved, there is a way to request a credit online, and we will check to see if you are eligible! Visit the link: https://www.xfinity.com/support/account-management/credits/outage/details?client_id=helpandsupport&continue=https://www.xfinity.com/support/status&linkId=149261291.
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