Won't let me speak to a rep during an outage? How is this even remotely ok?

I work from home, outage has now been for 10 hours. If I call it refuses to let me speak to anyone because there's an outage and just hangs up on me. Chat did the same thing and refuses to let me speak to someone.

How is this acceptable to do to your paying customers? I'm seriously ready to cancel just based on this alone.

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XfinityAbby

Official Employee

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1.2K Messages

4 hours ago

Hello @Lukebee_45 thank you for taking the time to reach out. I know how frustrating it can be when there is a service interruption. It sounds like we are aware of the issue and working on it. In the Xfinity app are you seeing any estimated time that the service interruption should be ending?

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Lukebee_45

Visitor

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2 Messages

4 hours ago

Yes it says another 9 hours! Seriously can't believe you refuse to talk to your customers during an outage. That's truly disgusting. I work for another cable company that isn't here where I live, but to do that to our customers would be unheard of.....

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XfinityAbby

Official Employee

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1.2K Messages

@Lukebee_45 I do understand that you are frustrated that you cannot get through to us on the phone, but we are happy to watch the interruption for you here and make sure that everything is restored.

Please send us a direct message with your full name and service address so that we can assist you further. To do so, click on the chat icon located at the top right of this forum's page. Here are 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

For an example of how to send us a direct message, Check out this link
https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514

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4 hours ago

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Customer Service

Lukebee_45

Won't let me speak to a rep during an outage? How is this even remotely ok?

XfinityAbby

Lukebee_45

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