Visitor
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6 Messages
Xfinity Daily Service Outages & Communication
Hello.
As a former ATT DSL user, have been very satisfied with my XFinity service, up until now.
from my understanding there is a project in my neighborhood to upgrade our network service - this is a good thing.
As far as communication goes, XFinity has chosen to “piecemeal” the information out in daily outage notices. Since I use my internet for WFH/School, this has been highly disruptive to get a "service restored" message at night, only to be disrupted the next day when the internet goes out. This has occurred daily since June 1st.
I understand infrastructure projects like this, and I understand things can take longer than expected. Rather than XFinity saying to me, this project is scheduled to last for two weeks or a month, they have chosen this non-disclosure & daily up/down notice route. Xfinity has also left their customer service team to the wolves by not arming them with relevant info. Customer service is saying "There is no end date provided" when the truth of the matter is, Xfinity has a project schedule for this activity, and the IS a predicted project end date. I am sure Xfinity does not write blank checks to the subcontractors on the ground that are digging, running cable and performing local work - there is a timeframe and a projected budget.
They are just choosing to hold that information close to the vest to the detriment of the customer. I believe they are being very selfish in not allowing customers to seek alternatives to do their work/school/other activities while they do this upgrade.
All I want to know is what is the scheduled timeframe for this project - this will tell me if I need to invest in a hotspot or other solution to carry me over while this is being done - or I have to switch services knowing that Xfinity does not like to communicate.
Thanks
Accepted Solution
AAInOrland
Visitor
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6 Messages
2 years ago
To close out this thread, Xfinity informed me that "This type of information is not available to customers", and left it at that. This is a very disappointing stance to take in my opinion.
Xfinity seems to think that sending you a communication daily that (usually an hour or two before an outage) that you will be down is sufficient communication. I think this is ok for maintenance and troubleshooting, I do not think this is ok for upgrade projects (Which they positioned these outages as)
All I am asking for is a message that would have said something like this:
"We plan to be working in your area from June 1st through June 10th. During that time, you may experience outages. This timeline may change due to many factors, but we will do our best to keep to our planned work schedule. We will notify you if there are changes to the schedule. Please plan your internet access needs accordingly during these dates"
And I would have been 100% satisfied with that level of communication. Instead I got:
June 1st 9AM - we are working to upgrade your service you may experience outages...
June 1st 2PM - Your service is restored! Thank you for your patience
June 2nd 11AM - we are working to upgrade your service you may experience outages...
June 2nd 3PM - Your service is restored! Thank you for your patience
June 3rd 8:30AM - we are working to upgrade your service you may experience outages...
June 2rd 2PM - Your service is restored! Thank you for your patience
Rinse and repeat through June 9th.
Xfinity, I hope your customer experience team is really thinking about the customer experience, and not just about "what your systems say".
Thanks
(edited)
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EG
Expert
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110K Messages
2 years ago
Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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CCElizabeth
Problem Solver
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908 Messages
2 years ago
@AAInOrland
Thanks for taking a moment to reach out to us here about the ongoing repairs in your area. I can certainly understand the frustration with not having an end date provided. I'm happy to look into this for you and see what information I can find.
@EG Thanks for getting them over to us right away.
Please send a direct message with your first and last name, as well as complete service address to "Xfinity Support". To do so, click on the chat icon located at the top right of this forums page.
1. Click "Sign In" if necessary
2. Click the "Direct Messaging" icon (upper right corner of this page)
3. Click the "New message" (pencil and paper) icon
4. Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list
5. Type your message in the text area near the bottom of the window
Press Enter to send your message
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CCElizabeth
Problem Solver
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908 Messages
2 years ago
@AAInOrland
Great question. First, please sign in to the forums if you haven't already. Then, simply click on the chat icon located at the top right of this forums page. You'll need to scroll all the way to the top.
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chimic
Regular Visitor
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5 Messages
2 years ago
This same problem has been occurring to us also. We're in the far west suburbs of Chicago. It's just maddening when our cable bill is $350 a month. In and out (mostly out) for most of June. I can't figure out how to talk to a human representative. The outage maps will show a tech in the area once in a while but the next day it's problematic again.
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