Your E-Mail Message: "Schedule a technician visit – on us – to improve your service"

I received an e-mail message with the subject line above, and the message beginning

An issue with your internet/ Schedule a free technician visit

Bringing customers like you the ultimate internet experience is our number one priority. To ensure you have a fast, reliable connection, we're proactively monitoring our Xfinity 10G Network.

As a result, we've identified an issue that may affect your internet and video services. A technician will need access to your home to identify the source of the problem and to fix the issue. 

[...]

What exactly is the issue you've identified that requires a home visit? Is the issue outside or inside my home (for example, with your junction box wiring outside, or with your modem inside)? Is this something I could verify (and possibly fix) myself? How soon would your predicted service degradation occur?

I ask because we have an immunocompromised situation and we can't have strangers in the house at this time.

Thanks!

Responses

XfinityAirelle

Official Employee

•

2.5K Messages

1 year ago

MHLloydDavies

Hi there! Our awesome digital care team would be happy to assist you. Can you initiate a direct message and start with your full name and address? To start a direct message, you must be signed in. Please click the "Direct Messaging" icon in the top right of the page next to the bell, and send your message to "Xfinity Support". Talk to you there!

0

M

MHLloydDavies

3 Messages

1 year ago

I started a Direct Message as directed, and waited 10 minutes. Nothing happened. Is something supposed to happen?

3

0

XfinityShawn

Official Employee

•

1.4K Messages

@MHLloydDavies We have received your Direct Message, and will continue to help you over there. There will be times where you will not get a reply right away, but don't worry.

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

1 year ago

0

M

MHLloydDavies

3 Messages

XfinityShawn -- I did see a reply to my Direct Message after some time, and support staff explained that the system is more like e-mail with delayed replies than like a chat with live replies. However, support staff asked me to authenticate myself using a code that expired quickly, making the system more like a chat; I missed that code. Following instructions, to authenticate myself I then sent my full account number ... but never received a reply. Perhaps the "conversation" timed-out overnight. Should I try again, and begin by sending my full account number again? Thanks -- Michael

1 year ago

0

XfinityJeniece

Official Employee

•

3K Messages

Thanks for those details, @MHLloydDavies. If you can please send us another Direct Message, we would be happy to continue assisting you with your account. We truly appreciate your time working with us!

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

1 year ago

0

Customer Service

MHLloydDavies

Your E-Mail Message: "Schedule a technician visit – on us – to improve your service"

XfinityAirelle

MHLloydDavies

XfinityShawn

MHLloydDavies

XfinityJeniece

New to the Community?