New Poster
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3 Messages
Persistent Daytime Internet Outages
NOTE: I am putting this here because I don't see any other means to reach Xfinity.
Dear Xfinity Customer Support,
I am writing to express my deep concern regarding the recurring internet outages at my residence in [Edited: Personal Information]. Over the past few weeks, I have experienced prolonged service interruptions almost daily between 10 AM and 5 PM, which significantly disrupts my work-from-home responsibilities.
On November 12, 2024, I managed to speak with a customer service representative who acknowledged the outage and assured me that the issue would be resolved that day. Additionally, a credit of $40 was applied to my account as compensation for the previous disruptions. Regrettably, on November 13, 2024, the service outage recurred between 1 PM and 5 PM, indicating that the problem persists.
I have attempted multiple times to contact customer support during these outages but have been unable to reach a live agent. The Xfinity Assistant typically informs me of an active outage in my area and states that live agents are unavailable to assist. This lack of direct communication exacerbates the frustration caused by the unreliable service.
As a customer who relies on consistent internet connectivity for professional obligations, these ongoing issues are unacceptable. My primary concern is the restoration of reliable service rather than financial compensation.
I kindly request the following actions:
Immediate Investigation and Resolution: Please conduct a thorough investigation into the cause of these recurring outages and implement a permanent solution to prevent future occurrences.
- Formal Complaint Process: Offer a clear and accessible procedure for lodging formal complaints regarding service disruptions and customer support experiences.
I have been a loyal Xfinity customer and have appreciated the quality of service in the past. I hope that this matter can be resolved promptly to restore my confidence in Xfinity's commitment to customer satisfaction.
Thank you for your attention to this urgent matter. I look forward to your prompt response and a swift resolution.
Sincerely,
XfinityAldrik
Official Employee
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1.7K Messages
6 days ago
Thank you for reaching out to us @mayor01234! I also work from home and know how important reliable internet is. Getting your service working and reliable is a top priority, we regret to hear the interruptions have lasted for multiple weeks.
I can understand wanting to know more information while an interruption is occurring. Although, as you mentioned, the automated system does not connect customers to our technical support teams due to remote signals being unable to troubleshoot the issue while the interruption in the area has caused services to be offline.
Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look. To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list
- An "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it.
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