YOU ARE MAKING ME NUTS!!!

When a problem can be solved by your bot, it is great.

But when there is anything out of the ordinary, there is NO [edit: language] WAY TO TALK TO A HUMAN!!!!!

You all sent me an email saying there would be a planned outage today. But, the internet appears to be working. It's really important that it continue to work. If it's going to stop, I need to know so I can go someplace else and set up in time for an online meeting. I just want to ask if your service is done for the day or if I need to move to another location. Moving would be disruptive, but not being online for this meeting would be worse. So, I need to know.

How hard is it to have someone who can tell me if the service will be interrupted later today or not???

Responses

XfinityAmandaB

Official Employee

•

1.7K Messages

1 month ago

user_f3hqe9 Thank you for your post on the interruption email you received. Email alerts are not common for normal interruptions your area may be going through an upgrade and that does require advance notice. Normally this work is done very early in the morning or late at night to not interrupt services during peak usage. We would also pair this with alerts in your Xfinity app and our Status center like normal interruptions. Some interruptions also do not impact all services. If not an upgrade we may only be working on one service and have to provide the alert as a disclaimer in case the other services are impacted since some are connected at the base level. I would recommend checking your Xfinity app. To see if an alert pops up about the interruption or check the Status center. If you are not seeing the alert the work may have already been completed for the day.

2

0

U

user_f3hqe9

2 Messages

Thanks for the speedy response - I appreciate it!

I guess since the status center says that there is nothing going on, I'm supposed to assume nothing's going on, despite the email? Hm.

Some additional thoughts to share with you:

- I really appreciate that y'all send a heads-up about planned outages

- It seems like the communication could be better. The email said I would get a text the day before telling me what was happening, but I never got a text

- I didn't get an "all clear / we're done" message, so how can I possibly know if you're done?

And, of course, I'm sure a million people have said this, but it is bonkers that is is essentially impossible to talk to a human or chat with a human in your system. It's bad customer service and you know it.

Like

Reply

1 month ago

0

XfinityAmandaB

Official Employee

•

1.7K Messages

user_f3hqe9 No worries thank you for the feedback. On the text alerts depending on where you live and what time the work started, we are not allowed to send text alerts before a specific time that may explain the lack of the text alert so I apologize about that. We try our best to work the alerts within local communication guidelines but it can impact you all getting all the alerts sent. The Xfinity status center and the Xfinity app are always my go-to options for checking for interruptions planned or unexpected you can also text 266278 with the Keyword "Outage" to check as well if you do not have access to the internet.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

Like

Reply

1 month ago

0

Customer Service

user_f3hqe9

YOU ARE MAKING ME NUTS!!!

Was this helpful?

XfinityAmandaB

user_f3hqe9

XfinityAmandaB

New to the Community?