Visitor
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1 Message
Ongoing Neighborhood Wide Internet and Cable Service Outages — Request for Executive Review
We have experienced persistent Internet and Cable service outages and degradation for several months that have progressively worsened. Multiple technicians have visited our home (including several in the past two days), equipment has been replaced, we have made multiple visits to the local Xfinity/Comcast store, and we’ve spent many hours with customer support — all without resolution.
Importantly, multiple homes in our neighborhood are experiencing the same Internet and Cable service issues, which suggests this is not an isolated account issue.
Our monthly costs have increased during this period while credits have been minimal, and the ongoing instability is significantly impacting productivity, as both members of our household work from home.
We are requesting assistance from a higher‑level support team to permanently resolve the root cause.
XfinityMarshante
Official Employee
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826 Messages
1 day ago
Hello @user_fvbf4m, thank you for taking the time to leave a post. Sorry for the ongoing service disruptions and the amount of effort you’ve already had to put in to try to resolve this. Dealing with months of instability, especially when both of you rely on the service to work from home, is incredibly frustrating, and this is not the level of reliability or support we expect to provide. We also understand your concern regarding billing during this period and will ensure that appropriate credits are reviewed once the service issue is properly resolved. If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.
To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.
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