Why is my service out for a week?! [Edited]

Oh it’s up now.  Why don’t you allow customers to call customer service when they’re experiencing an outage?  Why don’t you supply HONEST updates to customers so they can make plans around your unreliability?  Why do you treat the people you arbitrarily overcharge like such trash?  Why did an agent tell me my service would be out until 8/24 on 8/19 when that wasn’t true either?  Why are you like this?  Honestly what is going on over there?  A joke doesn’t even begin to describe your company no cap.  Do you realize that all of this could be avoided if you were motivated by anything besides greed?

After a few sleepless nights and missed wages from my wife missing work.  I cannot wait to drive an hour to my parents house to take down my wife’s emergency office and set it back up at my house.  

I also look forward to Metronet coming and installing fiber this afternoon.  As a local AV installer it will be my pleasure to start farming $50 referrals by convincing my customers to make the switch as well.  

Good luck with your future endeavors.  

@user_8r3ncd that is amazing! We understand your frustration! I've been there, trust me. We do offer phone support but during service interruptions, so many customers will call in at once that it honestly makes wait times pretty intense - like hours sometimes just to hear the same update you'd see online and text messages. We don't want to waste your time, so we encourage checking online and we do send notifications promptly for the most up-to-date information. 

Service restoration times are estimates based on what is shown in the system. When our field team arrive and locate the site identifying the cause, the fix can timeframe can change unexpectedly. If it's fixed sooner like your case and others around you, that's a win. I understand it can feel unreliable when the timeline shifts. 

We provide service to millions while valuing all of our customers. We respond to situations like this in urgency. As said before, I understand your frustration, and you're absolutely free to explore other providers. I just want to acknowledge that unexpected outages or delays aren't specific to us. They can happen with any service, especially fiber. It's an industry-wide challenge, and most companies face similar issues during sever weather, high-traffic or outage periods. You mentioned greed which could mean you are unhappy with your pricing. If I am wrong, please avoid. However, I highly encourage you to send us a direct message to take a look into your account to see what offers we can provide to you. We do not want our customers to feel mistreated. 

Please send us a direct message with your full name and service address. From there I can complete account verification and take a look into your account and services. 

To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a live chat. 
Click "Sign In" if necessary
Click the "direct messaging" 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.

Well I do feel mistreated and will not start a part time job trying to figure out why you’ve made it this difficult.  This is not customer service, you folks need to learn this.  You shouldn’t have gotten so enormous of your could not service us all.  It’s truly that simple and I’m not listening to your capitalist drivel.  I am done with your excuses.  

Keep flipping through the script all you need but the speed and quality that I’m already seeing from the new ISP makes the service you provided me for double the price a laughingstock. And when I needed to reach someone by phone over there- wouldn’t you believe it I could talk to a person and not some wholly ineffective clanker.

Insane, I know. I would be crazy to keep this up.  Enough is enough. 

We do apologize for any inconvenience,  service interruptions can happen for many different reasons but once those do happen our techs work around the clock to get everyone's services back up and running as soon as possible.

If you need further assistance or anything we can look into on your account , all you have to do is follow the steps we provided above by sending us a direct message with your name and complete service address.

 Again here is the steps on how you can send us a direct message:

Here's the detailed steps to direct message us: 

• 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