2 Messages
Indefinite outage with no customer communication
I'm in Atlanta, GA, and there's been an ongoing outage for 12+ hours since ~5PM 2/5. It's just unbelievable how Xfinity refuses to provide any customer-facing communication regarding the ongoing outage in my service area.
The company seems to have adopted a strategy of deflecting any requests to get in touch with an agent, and asks that I just sit and wait for one-way announcements for updates. While that may be a cost-saving strategy, it seems to be a broken system, and I have to say I'm losing a lot of trust as a customer. I have received 0 updates for 12+ hours despite signing up for text message updates. There have been no explanation as to what's been causing the outage, other than "network damage", with no specific restoration ETA other than "as soon as possible". Any attempts to get in touch with an agent to just learn what is going on in the area have been shut down by Xfinity Assistant. Similar attempts with calls to the customer service line of course are also shut down because I have an "outage". Should I now believe that such indefinite outages with customers being kept in the dark are just part of the Xfinity experience? This really makes me rethink whether I want to stay on with a provider that refuses to work in the interest of its customers.
user_rxobao
1 Message
3 months ago
This is how I feel exactly ! Central Arkansas Littlerock and cities surrounding were down the same , I was only showing my house on the map , I just wanted to know why everyone else's internet was down but Xfinity did not want to answer one question ,their AI bot doesn't understand , if I would have been called or texted or emailed what really was happening ,they never admitted to a severe outage for all day , lack of communication ,,that was a song in the 80s and fits infinity and I like the service when it works , but I've been losing connection everyday for a few minutes at a time with no explanation ,
1
0
XfinityJustinC
Official Employee
•
1.2K Messages
3 months ago
Hello, @user_68ajyu thank you for taking time to create a post and apologize for the delay in the reply time frame. Working from home myself I understand the importance of needing your home network running, and wanting to get information when interruptions are ongoing.
I did want to help get the proper expectations set up that information we see from our end is the same that is provided in the Xfinity App and Xfinity status center: https://www.xfinity.com/support/status?linkId=93148137 which can be viewed on a mobile device when service is down.
From experience when there are extended interruptions and no ETA being provided, I've found that finding a local area technician/maintenance leadership contact and reaching out has been helpful in the past. If you're still experiencing service issues please let me know.
0
0