Visitor
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1 Message
Several weeks of outages
There have been numerous outages over the past few weeks that affect both TV services and internet. It’s annoying losing TV service but more importantly I work from home and need a reliable internet connection.
I contacted support the other day and had a chat session with a support person. He claimed that the outages were due to network upgrades in the area. If so, why aren’t they managed outages? There have been no notifications of planned outages and during the day I only find out about an outage when all the sudden I lose my internet connection.
He also told me there was a problem with my modem software, I think he said it was the boot file, and he had to reprovision it. He didn’t have a good explanation about why that would happen. Is it because of the network upgrades.
Are these outages really caused by network upgrades and if so why aren’t they being managed? And when will these outages be over and when will the network be reliable again?
XfinityJeff
Official Employee
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258 Messages
17 days ago
Hello @ElizabethG12, and thanks for posting your issue to the Xfinity forums, I hope you are having a good weekend so far. As someone who also works from home, I understand how frustrating it can be when there are service interruptions, but you have reached the right team that can take a look into this issue for you. Could you please send our team a direct message with your full name and full address?
To send a direct message:
Click "Sign In" if necessary
• Click the "Direct Message chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window, please add your full name and address
• Press Enter to send it
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