Visitor
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1 Message
Disappointed
I have just had to deal with an outage for hours now, using my own Hotspot to get work done. I can't even get in touch with a human representative to even know what's going on other than "Maintenance" and why no one else is my area seemed to be affected despite the app saying other people were also affected. My neighbor directly next to me had internet the whole time. This is poor customer service and poor service in general. Even the automated line hung up one me twice. This is not acceptable.
XfinityAngie
Official Employee
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2.8K Messages
3 days ago
I completely understand your frustration, and I sincerely apologize for the experience. I know how disruptive it is to be without service for hours, especially when you've had to rely on your personal hotspot to work.
I also understand how disappointing it is to receive only a general maintenance message while being unable to reach a live representative, especially when nearby homes appeared unaffected. The disconnected calls and lack of communication only added to the frustration.
We appreciate you sharing this feedback, and we're sorry for the inconvenience, confusion, and poor experience you encountered today.
If your service is still down, I can take a look at your account and see what's going on.
Please send us a DM with your name and address.
Here are the detailed steps to direct message us:
1. Click "Sign In" if necessary.
2. Click the “Direct Messaging” icon.
3. Click the “Start new conversation” (pencil and paper) icon.
4. In the “To:" line, type “Xfinity Support”.
5. As you type, a drop-down list will appear. Select “Xfinity Support” from that list.
6. An “Xfinity Support” graphic will replace the “To:" line.
7. Type your message in the text area near the bottom of the window.
8. Press “Enter” to send it.
https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514
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