Need to file a complaint

I need to file a complaint about my Xfinity service. I have had 13 days of interrupts, outages, and disconnects on my home internet and TV. These 13 days of outages have included 30 internet interruptions multiple times a day throughout July.

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EG

Expert

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119.7K Messages

2 days ago

First. When these outages occur, are they being officially indicated with any info about them here ?;

https://www.xfinity.com/support/status

https://www.xfinity.com/support/articles/check-service-outage

Use a cell phone internet service, a public WiFi hotspot, or a neighbor's internet if you need to in order to check it.

Or you can use their Xfinity App: https://www.xfinity.com/apps

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user_jph9qh

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2 Messages

Some of them but not all of them. Only 11 of 30 are "unplanned outages" after checking with the AI chat for outages (where the AI states, there is no outage at first and then resets to say there is an outage near by). I had a technician come out and check all of my personal lines in my home and in my box outside and it was all clean/clear, no issues. I even got a new modem in case that was causing an issue and the blips and outages have still continued to happen since the tech came out and since I replaced my modem.

The outages stated "network damage" for 4 weeks every time there was an unplanned outage that would knock my internet out for more than 30 minutes (usually multiple hours). Now the outages since July 30th have stated "network performance issues". But when talking to a customer service agent (before I had a tech come out) they did not see outages at every time I have documented.

I understand that internet can go down and outages happen but stating network damage for 4 weeks without giving anyone a heads up that there are issues is annoying and nonsense. Again, each one of these is stated as unplanned network damage but the outage map shows the same exact area of issue every time the outage happens (so why is it taking a full month to "fix" unplanned damage) and if it needs time to fix why is xfinity not sending out "we'll be working on issues in your area and service will go in and out".

(edited)

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1 day ago

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XfinityDilary

Official Employee

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3.6K Messages

user_jph9qh. I can certainly understand your frustration, especially after experiencing repeated interruptions and taking the appropriate troubleshooting steps, including a technician visit and replacing your modem. When an interruption is related to network damage or network performance issues, our teams first need to identify the cause, assess the extent of the impact, and then complete any necessary repairs. Because these events are often unexpected, advance notice is not always possible. In some cases, repairs can be more complex than initially anticipated, which may result in additional service interruptions while the work is being completed.

While we understand how frustrating that can be, we do not have the ability to expedite the repair process and must wait for updates from the teams actively working on the issue. We appreciate your patience while the necessary repairs are completed and service stability is restored. If you'd like to request a credit for qualifying service interruptions, you can do so through our Status page once the interruption has been resolved.

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2 hours ago

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Your Home Network

user_jph9qh

Need to file a complaint

EG

user_jph9qh

XfinityDilary

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