U

Visitor

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3 Messages

Tuesday, April 16th, 2024 9:03 PM

Closed

Almost a year of Xfinity outages with no resolution

Here once again hoping that someone at Xfinity can help or provide answers to the outage issues I've been having for almost a year now. As reference, I posted about this back on 6/13/23 in these forums, with still no resolution by Xfinity Twitter teams or phone calls to Xfinity. Just a constant run around from phone reps who don't speak English or understand the issue and make "refund" offers of a WHOPPING $3.00 and something in change. 

The initial issue started back on 5/25/23, where I was notified that Xfinity was performing its "network upgrade in my area". From that day forward my speeds were significantly reduced, regardless the time of day (peak usage and non-peak usage times). My equipment is only a year old as I replaced my old Xfinity modem/router with a new one when I upgraded to the 2gig speeds. Fast forward to now, and the biggest issue is the constant outages in my area. These have been happening for almost a year, with no acknowledgement from Xfinity and no attempt to resolve or explain what's going on. I've kept track and took screenshots from the Xfinity app each time my "Home internet is offline due to an outage being fixed in my area". How unstable does your network have to be, that it goes down this often?

It's too exhausting to capture every outage, but just since October 2023 (I stopped counting between October and the New Year, but there were absolutely additional outages during those months) the dates Xfinity has reported "an outage in my area" were: 10/11/23, 10/13/23, 10/16/23, 2/26/24, 3/3/24, 3/9/24, 3/19/24, 3/21/24, 3/25/24, 3/26/24, 4/11/24, 4/12/24, and 4/16/24. When I look at the outage map, it's stemming from the same location, every time. What is going on?! 

This is starting to impact my job. I work 100% remotely and am losing significant time on the clock because of these outages. How is this allowed, as a major corporation? Every other post on this forum is of similar issues. Yes, I'll send a DM to your "customer support" person for them to ask me if I've unplugged and plugged back in my modem for the 783rd time this year. I just want answers and to attempt finding a REAL resolution here.

Xfinity doesn't communicate with their customers, they don't offer any transparency into what's going on when there are frequent issues, their phone system and call center customer service is atrocious, and there is literally no end in sight. 

Official Employee

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1.8K Messages

1 year ago

Good afternoon @user_5e36f4, and thank you for reaching back out on our Community Forums today, we're sorry to hear about your ongoing service issues. As someone who works remotely as well, I completely understand your frustrations and where you are coming from, rest assured, this is never how we want any of our valuable customers to feel. 

 

I see that you stated there have been numerous interruptions in your area in dating all the way back to October 2023. We apologize for the inconvenience and frustrating experience. We'll be happy to review your account to see what's been going on in your area that's been causing these issues. We can then look into options to have the issue addressed once and for all. Sounds like it could be an issue with the node supporting your area but we'd have to take a closer look first. 

 

To get started, can you please send us a Direct Message with your first and last name along with the service address on the account? I know you've worked with us before but just in case you need the instructions again:

 

To send a "Direct Message" ("Private") message: Click "Sign In" if necessary

  • Click the "Direct Message chat" icon
  • Click the "New message" (pencil and paper) icon
  • Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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

 

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