Terrible customer support for my home

I am experiencing an outage at m

y home. The xfinity phone number agent tells me that there is no outage in my area, but my services are down. They told me that they would be sending me a text with a 10/17 appointment, and it arrives saying 10/18. The call center taking the call is offshore, they barely understand English. I am a diamond level member. I am now asking for help. Lacking that, I can change providers.

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XfinityJustinM

Official Employee

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1.2K Messages

13 hours ago

Hi @user_029302 ,

Welcome back to our community forums support page after so many years. I wish it were under better circumstances, but thank you for taking the time to share your issue with us. I know being without internet in these times can be quite the inconvenience, but it sounds like you may be on the path to get reconnected soon. We do all that we can to resolve issues remotely, but with our technicians having a better view sometimes they are needed to assist. Have you taken any troubleshooting steps like rebooting your modem, or ensuring that the coax cable is securely fastened finger tight?

(edited)

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user_029302

Visitor

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3 Messages

I did everything two sets of technicians recommended, hard resetting via powering down and powering up, checking the connections inside the house. This morning I went outside found the issue. The last technician to repair the line failed to crimp the connector and it seperated, can upload images if desired. I pushed it back together and have temporarily restored my service myself, but it's only a work around until the actual technician can respond. I've experienced alot of issues recently with comcast, and the level of customer service has declined over the years. I am unsure what I will do now long term, but am going to begin exploring my options based on what seems like a downward spiral of care.

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11 hours ago

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XfinityOrlandoM

Official Employee

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3.9K Messages

@user_029302

Thanks for clarifying. I can see why an in-home technician is needed, if you've already set up the appointment for tomorrow, that's the best option to get this resolved.

What I can do is follow up with you after the appointment to see how everything went.

How does that sound?

(edited)

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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11 hours ago

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Customer Service

user_029302

Terrible customer support for my home

XfinityJustinM

user_029302

XfinityOrlandoM

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