Visitor
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2 Messages
Terrible customer service
I'm currently experiencing an outage, my second in recent months. Their automated system just keeps telling me it will be fixed by 2:40. It is currently 3:40, but they are still giving me the outdated time. I cannot reach anyone on the phone to get an updated time, and their online chat service will not let me chat with an agent either, saying "Due to the outage in your area I'm unable to get you to an agent". Why on earth would my having an outage mean that I can't speak or chat with an agent? I just need an updated time, and clearly the automated system isn't capable of doing that, so I need to speak to a real human.
XfinityBenny
Official Employee
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1.4K Messages
10 hours ago
@user_kw3q67 Thanks for adding a post to the forum. As well for being patient while we get your home connected again. The Status page here https://www.xfinity.com/support/articles/check-service-outage will provide the latest information for the interruption. It is updated by the local techs in the area, and this is what we all use, to check the latest information. When you have an agent check the status over the phone, they use the same link, as it provides information from the techs working on the issue in real time. Add your phone number to the notification list, so you get the latest updates as they're posted through text messaging. Once the service is connected again, you can request a credit for downtime of service through the Xfinity Assistant. Here are the steps https://www.xfinity.com/support/articles/credit-xfinity-assistant.
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