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MKib
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25 Messages

Wednesday, March 26th, 2025 4:35 AM

Scheduled maintenance

My internet went down suddenly due to "Scheduled Maintenance".  Is there a way get some advance warning like an email or something so I don't suddenly get interrupted in the middle of doing stuff?

I tried talking to the bot and it didn't understand what notifications are and refused to transfer me to a live agent due to maintenance occurring in my area.  This is just designed to [Edited: "Language"] people off.

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27 days ago

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XfinitySara

Official Employee

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1.7K Messages

29 days ago

Hello, @MKib - Thanks for coming to our Xfinity Community Forum with your maintenance notifications concern. I'm sorry to hear about the inconvenience caused by this latest interruption, and I'd love to help however I can today! Our team is great to work with because we'll always provide all the information you need, helping in any way we can :) We do provide details around proactive notifications here. We also provide some ways for you to keep track of updates as they become available during an interruption - you may use the Xfinity App and/or visit our Status Center for further details during those times. Also, our team remains here to support you and your household however we can, so never hesitate to create a new post if something else comes up! And let me know if this helps. Thank you!

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MKib

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25 Messages

@XfinitySara​ So what about getting an email in advance of scheduled maintenance that will shut my internet off??  Is that a possibility?  That link you provided is not very reassuring.  All the other things you mentioned are active checking which is not what this is about and I think it is Xfinity's responsible to inform people whose services they are planning on turning off.  I know that some other Phone companies give plenty of notice sometimes a week or more in advance.

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28 days ago

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XfinityAngie

Official Employee

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1.8K Messages

 

MKib, In most cases where this is scheduled maintenance, you will receive a text notification beforehand. I am sorry that didn't happen for you this time. Depending on the nature of the work needing to be done, there may not have been ample time to get a notice out to you. 

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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28 days ago

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MKib

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@XfinityAngie​ I have never received any advanced warning over the many years I've had Comcast/Xfinity.  Also, you seem to have avoided answering the questions I asked.

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27 days ago

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XfinityBenjaminM

Official Employee

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2K Messages

 

MKib Thank you for your feedback. We are always looking to improve our notification system, andd we understand how important and vital it is to be notified of any interruptions of service as much in advance as possible. Going forward, you should receive notifications of these types of interruptions via text message as that is our standard process.

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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27 days ago

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