Elderly mother 90yo has problem with phone,internet and cable ,has to wait 3 days for tech. Extremely worried with no phone

@user_8628f1 

We do apologize for any inconvenience, appointment dates and times are based off of technician scheduling availability. The Xfinity app is a great tool to check to see if there are any sooner available appointments. This link has great information on how to manage and reschedule your Xfinity appointment.

https://www.xfinity.com/support/articles/xfinity-my-account-app-manage-appointments

So......an app that shows you more than what an xfinity employee that schedules can see ? That is kind of a little counter productive if you ask me, if you want to give customers good service why in the world would you rely on them to do it for themselves , no wonder you have to argue with AI for a good hour before you get a live person. Being a loyal and paying comcast customer for at least 55 years means absolutely nothing to them. I wouldn't even want to calculate how much $$$$ she has paid to comcast over her lifetime and the best comcast can do is "there's really nothing we can do to help" is just terrible and unforgiving .

@user_8628f1

I understand your concerns, and I gave you that information as it's a self-service option you can check to see if sooner appointments become available, given that you already spoke to an agent and had the appointment scheduled for the soonest date available.

If you are an authorized user on the account as a manager or primary user, I'll be happy to take a deeper look to see if I have any sooner available slots.

To get started, send me a direct message with your first and last name the account holder's first and last name and the complete service address

Here are the detailed steps to direct message us:

1. Click "Sign In" if necessary.
2. Click the “Direct Messaging” icon.
3. Click the “Start new conversation” (pencil and paper) icon.
4. In the “To:" line, type “Xfinity Support”.
5. As you type, a drop-down list will appear. Select “Xfinity Support” from that list.
6. An “Xfinity Support” graphic will replace the “To:" line.
7. Type your message in the text area near the bottom of the window.
8. Press “Enter” to send it. 

How to: Direct messaging within the forum | Xfinity Community Forum

Like I previously posted, appt. is set for today between 2+4 pm. This whole process started 4 days ago. I am not the primary , I am her son ( 68yo) that is trying to keep her a lifeline due to her being 90 years old. All she has is TV , internet and phone. To assume a 90yo can install and use apps is pretty naive. And it is probably more than likely that xfinity will try and bill her for a service call on top of the $300 she pays per month, how's that for customer service? Hoping that they don't because living on SS is not very much fun when you get billed for something that is not your fault.

@user_8628f1

I'm glad you have an appointment scheduled for today. Technician availability for residential service appointments depends on each technician's schedule, but our agents work with customers to secure the earliest available date and time.

Because all of her services are down, there is little we can troubleshoot remotely, so an in-home technician is required.

Customers may be charged for a technician visit only if the issue is unrelated to Xfinity equipment or the Xfinity network, such as a problem with customer-owned equipment or in-home wiring.

In the future, you can use Xfinity WiFi hotspots to stay connected.

https://www.xfinity.com/support/articles/about-xfinity-wifi-internet

Your mother could also consider Xfinity Pro, which includes a backup WiFi extender for service outages. She can also purchase a backup battery for power outages.

https://www.xfinity.com/learn/internet-service/xpro

Because you are not authorized on her account, we can provide only basic troubleshooting. Since you help your mother, consider having her add you as an account manager so you can access the account and contact us on her behalf.

https://www.xfinity.com/support/articles/primary-and-secondary-accounts