3 Messages
Constant outages
I’m a new customer, and the internet has already been down several times, for hours at a time. Does this happen frequently? I do online learning and can’t lose service (professors do not care and will fail you on an exam if the internet goes out). I’m ready to switch providers and it’s been less than a week. I’ve never had service this bad.
EG
Expert
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110K Messages
1 year ago
First. When these outages occur are they being officially indicated here with any info about them ?;
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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XfinityRyanE
Official Employee
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1.1K Messages
1 year ago
Hello @user_05t6i9, thanks for reaching out for help with your connection. It's definitely not normal for your connection to drop that often, and our team will be glad to help! To get started, please use the chat icon in the upper right to enter Direct Messaging. Once there, type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list to send us a message with your full name and address.
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EG
Expert
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110K Messages
1 year ago
@user_05t6i9
Was there any info about those outages at that link ? Please reply right here in your topic on these PUBLIC help forums, thank you.
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user_05t6i9
3 Messages
1 year ago
I’ve posted on here before but can never reply as I’m always getting error messages, but service is out yet AGAIN! I’ve had an account for less than two months, and it’s been out several times. Why is this provider even still in business, seriously?! I’ve never had service this bad with anyone else. Is there a penalty for canceling a new account, because I’m going to be switching providers. This is costing me time and money every time it interrupts/interferes with my work. It’s insane to be paying for something this unreliable.
I’ve even tried posting this several times, and again I’m getting error messages. Literally everything I try to do with this company does not work! This is beyond frustrating!
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user_5e36f4
Visitor
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3 Messages
1 year ago
It happens regularly, unfortunately. As someone also taking online courses, I feel your pain - I can relate! Between the outages I've faced both during my work hours and attempting to complete class stuff, I'm surprised I haven't been fired or dropped from my classes at this rate.
I've been tracking outages and "routine maintenance" outages since the end of May, with screenshot proof from the app or status page on the website for most days. Every single time the app or the status page will show "Routine maintenance is scheduled for your area soon" (relatively around the same time during evening hours). Oh, really? Every single day, for every single month? Interesting indeed. In October alone, I had this happen on 10/11, 10/13, 10/14, 10/15, 10/20, and 10/22. It stopped for a few months, but it's picking back up again. Can never get a straight answer from anyone with the company, regardless if you call, message them, post on Twitter.
[Edited: "Inflammatory"]. I've worked in customer service, even call center roles, for almost a decade and [Edited: "Inflammatory"].
(edited)
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