Hi, Stealth Expert - I appreciate your response. I used my wireless service to post my request for help, so yeah. And it turns out many in our neighborhood are down. This is the third time in a week, but this service interruption started last night. My question is what’s going on that service is down so often? And since I bundle services, am I not cutting my nose off to spite my face?
Hey @pamm2. I would be happy to review current and past interruptions to see if there is a common issue causing them to provide you the information you are wanting.
Can you send us a direct message with your full name, name of account holder (if different), and service address please?
To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon (speech bubble)
Click the "New message" (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
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.
Not sure what you mean by "stealth" ? Anyhow. I'm going to escalate your issue to the Comcast corporate employees (The Digital Care Team) who are available to these boards. They should be able to give you more info. You should get a reply here in your topic. Good luck !
Stealth meant that your response sneaked up on me and surprised me. Nothing untoward intended, I promise. We’re back up and running, which I totally credit to your intervention. You’re the best! (PS - how can I find out what the precise issue was? The generic ‘outage in your area’ gets old.)
I re-read our exchange and realized I didn’t articulate my issue well; that our WiFi/internet (and thus our tv and landline phone) has gone out several times this year. It’s not a have-a-tech-look-at-it-issue, it’s a Comcast issue, because I confirm each ‘WiFi is down’ episode with a group of Comcast customers on our block and in adjacent neighborhoods. The support status link https://www.xfinity.com/support/status is fairly useless because it merely confirms what I already know: that my bundled services are out again. And the Check for Outages in Your Area Map is laughable because clicking on it shows only my house on a map. No matter how many times I’ve clicked on it through the years, that map only shows my house. It doesn’t show everyone in my area who’s affected by a WiFi outage, even after I’ve confirmed with neighbors next door, neighbors across the street, and neighbors who live blocks away, that their WiFi is down at the same time mine is down. And I do use my wireless cell service to connect to the Xfinity app or Xfinity.com to contact the Xfinity Special Agents and beg for help. I’m grateful for your input and I’d appreciate your thoughts.
Hello @pamm2, thank you for taking the time to reach out on social media. I understand your concern with the connection, and I'd like the opportunity to check into that for you.
To access your account, will you please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.
Here's the detailed steps to direct message us:
Click "Sign In" if necessary
Click the "Direct Message” icon (upper right corner of this page)
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
Type your message in the text area near the bottom of the window
EG
Expert
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111.2K Messages
2 years ago
First. Check here for official info on any possible local outages;
https://www.xfinity.com/support/status
Use a cell phone internet service, a public WiFi hotspot, or a neighbor's internet if you need to in order to check it.
Or you can use the Xfinity App: https://www.xfinity.com/apps
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EG
Expert
•
111.2K Messages
2 years ago
@pamm2
Not sure what you mean by "stealth" ? Anyhow. I'm going to escalate your issue to the Comcast corporate employees (The Digital Care Team) who are available to these boards. They should be able to give you more info. You should get a reply here in your topic. Good luck !
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EG
Expert
•
111.2K Messages
2 years ago
OK, no worries @pamm2 ! My pleasure ! And thank you ! 😊
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