Visitor
•
3 Messages
No service, expected to.wait 10 days for appointment
I am writing to formally escalate an ongoing Xfinity Internet service issue that has left me without internet since approximately 11:00 AM today.
I have contacted Xfinity three separate times attempting to resolve this issue, and the experience has been extremely frustrating.
During my first call, I went through extensive troubleshooting and was told I would receive a call back. The call disconnected, and I did not receive the promised resolution.
During my second call, I was told that a reset could take approximately two hours and that, if my service was not restored, I would have a technician appointment for the following day. Approximately 10 minutes later, however, I received a text message stating that the issue could not be fixed remotely and that my appointment was scheduled for August 27.
I called a third time because waiting until August 27 is unacceptable. I was told I could be placed on a waiting list for an appointment tomorrow. I then received another text confirming the August 27 appointment rather than an earlier appointment.
To make this even more concerning, I have now received information indicating that there is no reported outage in my area, even though my internet has been completely unavailable since 11:00 AM. At the same time, Xfinity has notified me that planned maintenance on August 20 will cause an additional service interruption.
I work from home and depend on reliable internet service to perform my job. Being without service for this length of time, followed by being told that I may have to wait until August 27 for a technician, creates a significant hardship and potential loss of income.
I am requesting that this matter be immediately escalated and that Xfinity:
Arrange an expedited technician appointment at the earliest possible time, preferably tomorrow.
Determine why my service is completely down when Xfinity is reporting no outage in my area.
Provide a clear explanation for the conflicting information I received during my three contacts with customer service.
Apply an appropriate service credit for the entire period that my internet service is unavailable.
Confirm what steps will be taken to restore my service as quickly as possible.
I have made every reasonable effort to resolve this through normal customer service channels. Waiting until August 27 for restoration of an essential service is not an acceptable resolution.
Please escalate this matter to a supervisor or Executive Customer Relations and contact me as soon as possible regarding an expedited repair.
Thank you.
user_cmse94
Visitor
•
3 Messages
26 minutes ago
I am writing to formally escalate an ongoing Xfinity Internet service issue that has left me without internet since approximately 11:00 AM today.
I have contacted Xfinity three separate times attempting to resolve this issue, and the experience has been extremely frustrating.
During my first call, I went through extensive troubleshooting and was told I would receive a call back. The call disconnected, and I did not receive the promised resolution.
During my second call, I was told that a reset could take approximately two hours and that, if my service was not restored, I would have a technician appointment for the following day. Approximately 10 minutes later, however, I received a text message stating that the issue could not be fixed remotely and that my appointment was scheduled for August 27.
I called a third time because waiting until August 27 is unacceptable. I was told I could be placed on a waiting list for an appointment tomorrow. I then received another text confirming the August 27 appointment rather than an earlier appointment.
To make this even more concerning, I have now received information indicating that there is no reported outage in my area, even though my internet has been completely unavailable since 11:00 AM. At the same time, Xfinity has notified me that planned maintenance on August 20 will cause an additional service interruption.
I work from home and depend on reliable internet service to perform my job. Being without service for this length of time, followed by being told that I may have to wait until August 27 for a technician, creates a significant hardship and potential loss of income.
I am requesting that this matter be immediately escalated and that Xfinity:
Arrange an expedited technician appointment at the earliest possible time, preferably tomorrow.
Determine why my service is completely down when Xfinity is reporting no outage in my area.
Provide a clear explanation for the conflicting information I received during my three contacts with customer service.
Apply an appropriate service credit for the entire period that my internet service is unavailable.
Confirm what steps will be taken to restore my service as quickly as possible.
I have made every reasonable effort to resolve this through normal customer service channels. Waiting until August 27 for restoration of an essential service is not an acceptable resolution.
Please escalate this matter to a supervisor or Executive Customer Relations and contact me as soon as possible regarding an expedited repair.
Thank you.
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