Visitor
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1 Message
Elderly Mother without Any Voice/Phone Service for 6 Days--Medical Urgency
I have an unresolved Xfinity Voice outage with no dial tone and incoming calls going directly to voicemail. My mother is 87 years old. Without working voice/phone service, she is at serious risk if there is a medical emergency. She has no way of contacting 911. This is a life support issue.
The gateway and phone have been fully tested by the customer, including connecting the phone directly to the gateway. A technician appointment was scheduled, but the technician did not show. While that is a serious breach, my focus is on getting voice/phone service back for my mom.
I have repeatedly tried the Xfinity Assistant and phone system, but cannot reach a human. I do NOT want to cancel the next appointment, which is a week out. I need Xfinity Support to contact me and arrange the earliest possible technician appointment.
XfinityMatthew
Official Employee
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2.1K Messages
3 hours ago
@user_nwq949 Thanks for reaching out to us. Sorry to hear the phone service still is not working. We'd be more than happy to check the account for a sooner appointment to get this resolved for you. Please send us a direct message with your full name, the account holder's name if different, and service address.
To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon
Click the "Start New Conversation" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list
- An "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it.
How to: Direct messaging withing the forum.
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