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user_3b2zvh
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Visitor

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2 Messages

09/05/2026 4:20 AM

Poor service and Outage complaint

Its been a full day of Xfinity outage with no updates from them. Both my wife and I work from home and we lost a days worth of wage. I initially got through to a rude customer service rep (Luis) who tried to pin the issue on our modem. Then he said he will get back with a resolution in 2 hours and we did not hear back from them. Now, the customer service line goes to an automated message notifying about the outage, no update on time to resolve it and then hangs up. What is going on with this poor service and lack of updates about the outage!

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21 days ago

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XfinityDilary

Official Employee

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3.8K Messages

21 days ago

Thank you for posting on our community forums, user_3b2zvh. I'm sorry to hear about the interruption in your area. In your case, the best way to stay updated would be through our Xfinity App or Status Center. You can sign up for notifications and will be alerted as soon as an update or estimated resolution time becomes available. 

 

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user_3b2zvh

Visitor

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Dont you think I have tried  your suggestion before I posted here. It is now 4 days with no internet. Your app and phone lines are just AI generated non sense just like the above message. The resolution I was offered is that a service member will be come to your place 5 days later. It is time to find a business that cares about their customers. Unacceptable! 

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21 days ago

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XfinityKei

Official Employee

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2.8K Messages

@user_3b2zvh Our apologies for any inconvenience this has caused you as I understand not being able to use your services is not ideal. I would like to set the correct expectations that there's an alert that gives out when the services is out and another once everything has been resolved.  Five days is a long time. We can take a closer look for more details.  

Can you please direct message me your first and last name along with your full service address so I can assist you further?
To do so, click on the chat icon located at the top right of this forum's page.
Here are the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "Start new conversation" (pencil and paper) icon
• Type "Xfinity Support" in the "to" line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message

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

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