Customer Service

I am now on day three of my internet going out nearly every hour, and the service has been unreliable all week. On the first day, we were without internet entirely for nearly 12 hours!

Every time I try to contact customer support, no matter which prompts I follow, the automated system tells me I cannot speak to a live agent because there is a current outage. That is exactly why I need to speak to someone. This “current outage” has been happening all week. Customers deserve to know what is causing it, what Xfinity is doing to fix it, and when we can expect reliable service again.

We cannot rely on the app or automated system for updates because every restoration time passes and is simply extended again. “As soon as possible” is no longer an acceptable answer.

I work from home in a position involving private information, and my job also requires a very quiet work environment. Taking my laptop to a public location is not an option. My family depends on my income, and these constant outages are putting my job and our financial stability at risk. A temporary (very small) bill credit will not make up for lost work or lost income, and frankly is an insult at this point.

I have been a loyal customer for years, but Xfinity is failing to provide reliable service, meaningful updates, or any way to reach an actual person. What are customers supposed to do?

I need someone from Xfinity to provide a real explanation, an accurate restoration estimate, and a way to speak directly with a representative. We will be canceling our Xfinity service as soon as the automated system stops blocking and disconnecting my attempts to reach a human unless something drastic changes in the next few hours. We've had ENOUGH.

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XfinityMartyR

Official Employee

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3.5K Messages

4 days ago

user_cn9483 We appreciate you reaching out to us over our Xfinity Community Forums. We would be more than happy to help get you pointed in the right direction. The Xfinity app, or Xfinity Status Center will be your best tools to find out about local service interruptions. Any updates that can be provided are channeled through those tools. Our team, and other teams have access to the same information so we wouldn't be able to advise on when services will be fully restored. Normally, if a service interruption lasts more than a day there is more than likely local network damage, power interruptions, or a possible fiber cut. Our local teams work as fast, and safe as possible. They partner with other local utilities to have services restored. We do appreciate your patience!

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user_cn9483

Visitor

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4 Messages

This response only reinforces my point. Xfinity has failed in three areas: reliability, actual customer service, and fair compensation.

I have dealt with nearly 12 hours without internet, followed by three days of service dropping almost every hour. During that time, I have been unable to reach a human because the automated system blocks my calls whenever an outage is active. Directing me back to that same system is not customer service.

A $5 credit after three days of missed work and unusable service is completely unacceptable. I understand that a credit cannot replace my lost income, but it should at least reasonably reflect the length and severity of the disruption. I paid for reliable internet and access to customer support, and Xfinity provided neither.

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4 days ago

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XfinityThomasA

Official Employee

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3.8K Messages

user_cn9483 - Thank you for your feedback. Service interruptions can occur for a variety of reasons, and when they do, our technicians and engineers begin investigating immediately and work to restore service as quickly as possible. The best way to receive updates specific to your area, view information, and track restoration progress is through the Xfinity app or the Xfinity Status Center.

Once service has been restored, you can also check whether your account qualifies for a service interruption credit. Simply sign in to the Status Center, scroll to the map and credit section, and select "Check Credit Eligibility." Enter details and If eligible, a credit is automatically added to your account. Our goal is to keep you informed and provide as much transparency as possible while we work to restore your service. More information can be found here.

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4 days ago

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user_cn9483

Visitor

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4 Messages

This response proves my point. Once again, I received a generic explanation and was directed back to the same automated system instead of receiving actual customer service.

I followed the instructions and received a whopping $6 credit after nearly 12 hours with no internet, followed by three days of repeated outages that prevented me from working. Six dollars is not fair or meaningful compensation for that level of disruption. It is insulting.

You stated that Xfinity’s goal is to provide transparency, yet no one has explained what caused these repeated outages, why they continued for days, or why customers were blocked from speaking with a representative.

Xfinity failed to provide reliable service, real customer support, or reasonable compensation. A generic response and a $6 credit do nothing to address any of those failures.

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3 days ago

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user_cn9483

Visitor

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4 Messages

This response proves my point. Once again, I received a generic explanation and was directed back to the same automated system instead of receiving actual customer service.

I followed the instructions and received a whopping $6 credit after nearly 12 hours with no internet, followed by three days of repeated outages that prevented me from working. Six dollars is not fair or meaningful compensation for that level of disruption. It is insulting.

You stated that Xfinity’s goal is to provide transparency, yet no one has explained what caused these repeated outages, why they continued for days, or why customers were blocked from speaking with a representative.

Xfinity failed to provide reliable service, real customer support, or reasonable compensation. A generic response and a $6 credit do nothing to address any of those failures.

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3 days ago

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XfinityJoe

Official Employee

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1.4K Messages

Good morning @user_cn9483 I am sorry to read that we have let you down. In the event of a service interruption, any time frame given is only an estimate, as additional issues may be uncovered as we work to make repairs. The XFINITY Status Center is the best place for updates and details on the service interruption. You can also request a credit for the downtime in the service center once services are restored.

Credits issued for a service interruption cover the cost of services for the entirety of the service interruption. Based on your daily rate per our credit policy

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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3 days ago

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