New Poster
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7 Messages
Comcast refuses to provide customer service
Comcast shut down my internet yesterday at 8am for “network improvements” in my area. It is now 24 hours later and I still have no internet. Their messages keep saying they’re working on it but won’t say when it will be restored. Since they know I have no service, the customer service number will not allow me to speak to a human. It just says a representative can’t restore your service faster and hangs up on me. The app chat does the same thing - tells me there’s an outage and won’t let me speak to a human. I work from home and must have internet service so this is very serious. Am I going to have to go to a Comcast store in person to cancel service and call Verizon to hopefully get service back today with another provider? How do you speak to a human if Comcast has decided you are not worthy to speak to one?
Official Solution
CCJessie1
Retired Employee
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5.9K Messages
2 years ago
All,
Just to add some clarification about getting through to a customer service specialist when there is an service interruption. In those situations there is little that can be done by the customer service specialist as the issue is happening in the local area. When an outage is triggered, it also triggers techs out the area where the interruption is happening. This means, as customer service specialists there is nothing more that can be done by us until the interruption is cleared. This is why we direct customer to the Xfinity app or the My Account website to monitor and be alerted when an interruption has been cleared. I hope that adds some clarification as to why it is difficult to reach an employee during a service interruption. Although, as mentioned by user @user_0ef58c, you all are welcome to post your service interruption questions here as it is ongoing, but please know our forum team is also limited by the help we can provide during those times.
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user_0ef58c
Contributor
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128 Messages
2 years ago
Yeah, during an outage there is literally NO WAY to speak to a human. I had to speak to one about Billing one time, so completely unrelated to the outage , but was utterly impossible.
2 ways to do it though: call from another number and claim you're a new customer then bring up what you need to. Or, more legitimately and looks like you found this already, message @Xfinity Support here (and/or the official Comcast reddit) to work around that headache.
That being said, they indeed likely won't be able to speed up the outage... And if your network enhancement goes anything like mine did.... (Since network enhancement was done September 29 for my area, my streams have dropped multiple times an hour...). I don't have Verizon or at&t as an option here, only TMobile 5G, hughesnet satellite, or xfinity... Anyway good luck!
(edited)
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OperationDx
Visitor
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7 Messages
2 years ago
Tell me about it. I tried posting in this forum twice and both have been deleted. Not that they were going to help me anyway.
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CCDevinC
Contributor
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473 Messages
2 years ago
Hi there @Jrizzo86
Thanks for reaching out to Xfinity Support here on Forums. I am sorry to read that you are experiencing an interruption to your services. It is always our goal to be interruption-free ❤️ but, when we have interruptions, we always want to keep you updated. You can get the latest information by logging in online at the [Xfinity Status Center](https://www.xfinity.com/support/status) or by using the [Xfinity My Account app](https://www.xfinity.com/support/articles/get-my-account-app)
I will be happy to take a look for you. To get started, Can you please send us a Direct message with your full name and service address?
To send a "Direct Message" message:
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NoNoBadPuppy
Problem Solver
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548 Messages
2 years ago
Not sure what your point is, other than venting. No one at a call center will know what is happening with the maintenance in your local area. Even if they were able to contact the crew conducting the maintenance, you still probably would have no idea when the service will be restored. If your service is down, you should just understand that xfinity will get it back up as soon as possible, and that calling *ANYONE* will not make it happen faster.
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NoNoBadPuppy
Problem Solver
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548 Messages
2 years ago
Once again, calling *ANYONE* at sfinity will not make the outage end sooner. There is literally nothing that can be done. The maintenance is being done to a desired standard, and will not end until it achieves that. You keep stating that yo9u cannot talk to anyone at xfinity; yet you still do not seem to understand that nothing can be done until the maintenance is done. No one at xfinity can make it happen faster, or end it before the job is done. You can continue complain about your inability to talk to someone, but it will be pointless. Yes, it's frustrating, but it is what it is.
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