Visitor
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2 Messages
Network Performance Repair Time Not Captured
Please forward this to the appropriate person at corporate. After 10 disruptions in the month of April and using up my iPhone's hotspot time to get internet I contacted the Xfinity Customer Care 800 number and was informed that only one of the 10 disruptions exceeded one minute to repair contrary to my Xfinity text messages giving an average repair time of 2.5 hours. Somone at Xfinity is either not reporting the length of their disruptions intentionally or the system is not capturing it. Having worked in quality assurance for 30 years I'm confident someone in the Florida corporate quality office will want to get to the root cause of this one. I believe they finally fixed the cause of my 10 disruptions, but this is a bigger issue than just me. At that the Port Charlotte retail office I was told they had no way to look up what was done to repair my issue or a way to escalate it. Also, stop outsourcing customer service to India - you can't understand what they're saying.
Thanks, Ben
XfinityThomasA
Official Employee
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2.4K Messages
9 days ago
Thank you for your feedback, user_3dxu3u. No one likes a service interruption, including me. There may be a variety of reasons for a service interruption. When one occurs, our technicians and engineers investigate the cause and work to restore service as quickly as possible. The most effective way to get interruption updates for your area and information about your service is to visit https://www.xfinity.com/support/status or use the Xfinity app. When an estimated time of resolution is known, that information will be provided. One thing of note is that the times shown are an estimate and may change.
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