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Bigwinds_
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5 Messages

Thursday, October 17th, 2024 8:54 AM

Internet outage issues

Not sure where to post this but we have been extremely disappointed in xfinity services the past few months. Frequent outages and maintenance being done to the point that it happens multiple times a month. We are out of wifi for hours or a day a time. Yesterday 10/16, their was work being done to fix an outage. We were told we would be back online by 4:30pm and that never happened. Somehow the work done caused our wifi gateway to be unable to connect again and instead is flashing yellow. No matter how many agents we talk to none of them seem to know what's going on or are educated on the issue. The agents told us that the soonest they can have a technician come out is Saturday morning 10/19. Over 3 days without wifi?! We rely on wifi for work and leisure. This is unacceptable how xfinity has been treating us. Unfortunately, we will be looking elsewhere for internet service providers.

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Updated 

1 month ago

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user_obx8cj

2 Messages

1 month ago

Oct. 17 went out around 1 am CST. This has been happening multiple times a month. I'm using my crappy 1 GB mobile data up to post this. I want out!!!! Xfinity [Edited: "Language"].

(edited)

2

XfinityThomasC

Official Employee

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2K Messages

Hello, @user_obx8cj.

I am sorry to hear your service has been interrupted. Has the Xfinity App or our status center page reported this as an area-wide interruption and ETA for restoration? 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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1 month ago

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Bigwinds_

5 Messages

Yup we're fed up with their service. We live in Michigan. I would appreciate a response from them though

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1 month ago

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XfinitySara

Official Employee

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1.3K Messages

1 month ago

Hey there, @Bigwinds_! Thank you for taking the time to create a post with your service concerns. I'm so sorry to hear about the trouble you've had receiving answers regarding these interruptions, and I'd love to see what our Digital Care Team can do to help! It sounds like you have a Trouble Call (tech visit) already scheduled for soonest available, which is good! Our techs are awesome, and I'm sure if you still need someone by Saturday, we'll do our best to address any and all service issues. By chance, have you recently reviewed these Connection Troubleshooting Tips? If not, that's a great place to start! And if you still need us to take a look at things, we're happy to double-check remote troubleshooting options on our end. Just let us know, when you get a chance, if you want or need our help :)

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Bigwinds_

5 Messages

I've already discussed this with an agent. The internet was up before they did maintenance and after it never came back online. I checked the coaxial cables and I restarted it. What else can I do? Waiting until Saturday is not acceptable. They did say something about a waitlist

(edited)

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1 month ago

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XfinitySara

Official Employee

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1.3K Messages

Thanks for confirming, @Bigwinds_. That troubleshooting link I provided should list several things that you can check on your end, but we can also run some diagnostics just in case there's anything else that can be done remotely! It sounds like you were referred to the Appointment Waitlist, which you can sign up for when wanting a sooner appointment as seen here. Let's take a closer look and see what else our team can do to help. Could you please send our team a direct message to continue?

 

To send a direct message: 

  • Ensure you are first signed in, then you will see a chat box icon at the top right of your page. Click that or follow this link here: https://forums.xfinity.com/direct-messaging 
  • From there, click the 'New Message' icon. In the 'To' field, type 'Xfinity Support'. 
  • Type your message in the text area that appears at the bottom of the window and hit enter to send. An official employee, such as myself or whoever is first available, will respond. 

To expedite your request, we ask that you please include your name and the service address alongside a detailed summary of your request/question. Thank you!

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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1 month ago

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Bigwinds_

5 Messages

How do I direct message? Also when texting the waitlist and putting in a date it just says it's unavailable. Does that still sign me up? 

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1 month ago

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XfinitySara

Official Employee

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1.3K Messages

@Bigwinds_ - Good questions! You should still be signed up for the Automated Appointment Waitlist as long as you followed the instructions listed within the link I shared, even if the date you looked at did not have any available time slots yet. And I've outlined step-by-step directions for sending a direct message above. Please let me know which step you're having trouble with!

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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1 month ago

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Bigwinds_

5 Messages

I sent a direct message, thanks

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1 month ago

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user_obx8cj

2 Messages

1 month ago

Now my Wi-Fi is working but it won't let me connect with a wired connection with my PS5! 😔 Always something. I'm too tired to even mess with this now. This has never happened ever with the dozens of outages. It simply will not let me use a wired connection only Wi-Fi. Tried everything. And no I'm not having an 

agent come out because they are useless when they come. 

(edited)

1

XfinityThomasC

Official Employee

 • 

2K Messages

@user_obx8cj Once you've rested and are recharged let's get your PS5 reconnected. Could you please send our team a direct message with your full name and full address? To send a direct message:

1. In the top right corner, you'll see a little chat icon near the bell icon. Click the direct message icon

2. Click the "New message" (pencil and paper) icon

3. In the 'To' line, type "Xfinity Support" there. A drop-down list appears. Select "Xfinity Support" from that list (an "Xfinity Support" graphic replaces the "To:" line)

4. Type your message in the text area near the bottom of the window

5. Press Enter to send it. An official employee, such as myself or whoever is first available, will respond. Thanks!

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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1 month ago

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