Visitor
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1 Message
Still no internet after 10 days
Internet went out during area wide notification alert. Once outage was resolved my internet never came back up. After multiple tries finally got a tech out on 9/2 who advised issue was at pole at street with a black box. Supposedly maintenance came out that evening closed the ticket and still no internet. Customer service opened yet another ticket and said on 9/10 at 929 am they came out and replaced dropped connector (no idea what this was about) still no internet. Then Customer service rep told me to switch out modem which I did and didn't work. Now I am waiting for another regular tech appointment which they say can't be done until 9/16...but I am on waitlist which has been denied twice yet I am considered priority. I had a similar issue a few months ago at my primary address and canceled moving to ATT fiber. This was internet, cable and phone paying over 300 per month. I am currently researching alternative options for my 2nd home and if no internet by end of day on 9/12 I will cancel this one too and you will have lost a 25 year Customer for good. As well I work remotely and you can redt assure when asked by my employee (600) that I will NEVER recommend Comcast Xfinity amd will share my experience. Last chance
XfinityRichard
Official Employee
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3.7K Messages
10 days ago
Good Morning, @user_sl8auo I am truly sorry for the inconvenience and frustration this ongoing service issue has caused. I completely understand your concern, especially given that you've been without service since the interruption, have already had multiple tickets opened, maintenance work completed, equipment replaced, and several unsuccessful attempts to resolve the problem. I can certainly see why you're disappointed, particularly after being told you're a priority customer while continuing to experience delays. We value your loyalty and understand how critical a reliable connection is, especially when you work remotely. I would like to take a closer look at the notes on the account, the previous technician and maintenance visits, and any available escalation options. Please send me a direct message with your full name and complete service address, and I'll be happy to review the account further. Again, I sincerely apologize for the inconvenience and appreciate the opportunity to help.
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EG
Expert
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121.4K Messages
10 days ago
Concern moved here to the Customer Service help section.
(edited)
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