Slow recovery

Unbelievably disappointed

very disappointed in service recovery. Zero updates just asap. Your AI [Edited: "Language"]. Tired of using my phone as a hot spot to function. Yes there were storm damages way west and east of here ( granger, Indiana). I suspect that our neighbors mostly went to frontier recently when they upgraded their service/fiber optic cables leaving us in a small minority. We left Comcast long ago because of lousy service and knew when they merged with Xfinity it would eventually result in this. I will be looking for a new provider.

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XfinityChristy

Official Employee

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2.9K Messages

1 month ago

user_9f5698 Hello and thank you for reaching out via our Xfinity Community Forums. I’m really sorry you’ve been dealing with this, especially having to rely on your phone hotspot just to get by. I can see why this has been so frustrating. Just to be transparent, what we see on our side is the same info that shows in the app, so if there haven’t been detailed updates there, we’re working from that same view. Still, I’d like to help however I can. Have you seen any notifications or updates at all, even if they’re pretty general? And is your service completely out right now, or does it come and go? When did this first start for you?

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user_9f5698

Visitor

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18 Messages

I finally got a notification service was restored several hours after it was actually restored. In fact my State Farm ting app alerted me first when the internet was back up. Ai is great as long as it has good information to work with. GIGO has and still applies. Garbage in equals Garbage Out. I have over 15 years in IT so my disappointment and frustration is based on actual experience. Xfinity and any company needs to rethink their dependence on Ai and its use especially on the customer service side.

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1 month ago

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XfinityChristy

Official Employee

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2.9K Messages

user_9f5698 I hear you that’s super frustrating. I get why that delayed update didn’t sit right. Were you mainly watching the app or waiting on notifications? And since it came back, has everything been stable?

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1 month ago

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user_9f5698

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18 Messages

I was watching the app ( killing my cell data) and well as sending status requests and awaiting any text updates.

once it came back everything has been functioning correctly.

it sure seems like no one was updating the system on what was actually happening. Never changed on the status from just investigating & useless repair etr of asap. It also displayed the message that as soon as local officials declared area safe the crews would begin working. Just a bunch of generic nonsense imo.

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1 month ago

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XfinityChristy

Official Employee

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2.9K Messages

user_9f5698 I’m glad things are working again, but I get why that didn’t feel like a great experience. If anything starts acting up again just let me know. Happy to help. Anything else you need right now?

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1 month ago

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user_9f5698

Slow recovery

XfinityChristy

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XfinityChristy

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