Outages, hours at a time.

Over the last 72 hours, now....I spoke with xfinity yesterday about this same issue. I was given a credit.

However, now that it is coming up on 72 hours, yet again, my internet has now been down over 2 hours. This is the 9th time now in 72 hours. And not small durations, all of them, HOURS long. Reason given on details page was "Network Damage". This has now cost me my job due to "unplanned outages" and me missing deadlines.

I utilize my computer 16 hours a day for work, and I have now missed over 20 hours of being able to do my job and meet critical deadlines. My own fault for I guess not having backup internet, but having had xfinity for 6 years and never running into this problem I didn't see it necessary.

I noticed multiple other posts talking about short duration outages, etc and someone asked that person if all devices are behaving the same. Yes. Wifi is out, ethernet cables to my PC do not have internet access, and every time this happens, I think, hrmm, maybe I should call xfinity and talk to a human and see what's up.

Well, guess what. If you have an outage, you don't have the privilege of speaking to a human "due to your outage an agent cannot help you" is the answer I get. This is absolutely ridiculous!

Responses

EW89

2 Messages

1 month ago

As you can see in the photo here, where it tells me due to my outage it cant connect me to an agent or troubleshoot. By calling the 24/7 customer service number i get told the same, with no option to choose ANYTHING else. Just a straight up, due to your outage we cannot connect you to an agent but we can send you a link to our xfinity assistant. Which gives me the response above.

Do better Xfinity!

(edited)

XfinityBradM

Official Employee

•

915 Messages

@EW89 Our team can definitely understand how stressful and irritating it is to have issues with your internet connection. We all work from home on this end of the screen so we can completely relate to how it causes you to make arrangements that you didn't expect. If you weren't aware, you have access to 22 million hotspots with your Xfinity ID and password for any emergency Wi-Fi situations. There may be a close-by option available if you needed, check out our hotspots near you.

Damage to our network equipment is unfortunately outside of our control. There are many times delivery trucks will clip a service line, a car will hit an electric pole and will take out services lines and/or power lines feeding our network equipment, or even construction crews cutting lines on accident. There are a plethora of reasons how a service can be impacted by outside factors but our awesome technicians work as fast as they can to restore services in the area. There are times delays occur as we'll need for debris to be clears, the area to be flagged safe before work can start, or power needing to be restored before we can get an idea of what needs repaired.

One of our awesome forum experts has put together an awesome troubleshooting guide on what to look for when you're experiencing service issues and there is not an interruption being reported in your area. That way if there are issues our system isn't cating through the Xfinity app's troubleshooting processes you can provide us what you're seeing from your end to assist with finding a solution to the issue quicker.

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1 month ago

Your Home Network

EW89

Outages, hours at a time.

EW89

XfinityBradM

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