Constant “unscheduled” outages-diamond member
For the last 12-18 months, my area has 2-4 “unscheduled” outages a week. The issue started about a year or so ago and lasted 2-4 weeks. It was resolved; then did it again a couple months later. Again 2-4 outages a week lasting anywhere from 30 minutes to hours. I have been told to get a tech, I schedule one to come and then called by Xfinity to cancel as it is not my house only. This has happened 3x in The past year.
When I call to ask about credit for the Internet being down (as I work full time
Remotely) I get the automated message that “your area is currently experiencing an outage. Our agents cannot assist.” The line then disconnects.
I only got ahold of someone today because I can now tell when my Internet is about to go down. I called to ask about credits and ask if a point of contact exits that watches/audits the amount of outages or if they are recurring with any regularity.
I was told your company does not audit or watch for multiple/large amounts of “unscheduled” outages. I was told due to the lack of a “continual” outage no one watches it. After an hour of POOR communication and a clear lack of knowledge from 2 different employees; the best resolution YOUR escalation department gave me was to “call my government.”
I called my city to let them know that your company is telling customers to call the government as a way to address this issue. The Mayor’s office let me know that because Xfinity is not a public utility nothing can really be done. They were shocked that is what your employees are telling people to do.
We are diamond customers, we have been loyal customers only because you have a monopoly in my area. I am not a loyal customer, I hate your services. You cannot keep a stable connection for the highest price point of internet and you don’t even care to look into it.
I asked for a call back and was told I would hear from someone. Still nothing.