u/Plus_Product5741

I’ve been an Xfinity customer for years. Over the past several months, I’ve had 4 separate multi-hour internet outages — one of them I have a timestamped screenshot of. I had to take 11.25 hours of PTO because I work from home and couldn’t do my job during these outages.
When I called to address this, here’s what actually happened:

•	A rep sold me a $15/month WiFi extender I didn’t need    
•	I started paying $45/month for backup internet through another carrier because I no longer trusted Xfinity’s reliability

\*\*•\*\*	When I asked what time a planned outage (happening in two days) would occur, so I could inform my employer in advance, two different chat reps ended the chat for “inactivity” — right after I had just responded. Both of them also tried to upsell me on a service add-on instead of answering the question.

•	I filed an FCC complaint (this is real, it’s a documented process anyone can use) after getting nowhere    
•	An “executive” rep called and tried to close out the FCC complaint by telling me my internet “looks fine now” — as if that was ever the issue

•	I was given a single $25 credit total, with no itemized breakdown by outage

•	When I finally got an outage log, it listed one outage as 4 hours — I have a screenshot proving it was longer. When I showed her the discrepancy, the response was “usually they come back up sooner.” Not a correction. Not an apology. Just that.

•	When I asked why I wasn’t notified about a planned outage and only found out by manually checking my account, I was told “that’s what you’re supposed to do.” I pointed out I shouldn’t have to log into my account daily — they should be texting or emailing customers. She went quiet and changed the subject.

•	When I asked why their own agents had essentially ‘hung up’ on me by ending the chat, I was told “you’re asking me something I can’t answer” and “you’re asking me to get inside someone else’s head.”

•	When I brought up the cost of the backup internet I had to get because of their outages, I was told “we didn’t choose to get the other internet” — as if needing backup internet because their service kept failing was somehow my personal preference.

•	I was told, more than once, to “talk to my employer” about the PTO — as if my employer caused Xfinity’s outages.

•	Three different reps, across three calls in one day, repeated “we can’t do that” when I asked for further credit. None of them could cite an actual policy when I asked directly. One just said “I already told you” when asked.

•	Not one person apologized, at any point, for any of it.

I’m not even asking for something unreasonable — I documented everything, I have my own PTO records, dates, and a screenshot. I just wanted to be treated like a paying customer whose time and money matter. Instead I got three hours of deflection, gaslighting, and zero accountability.

I’ve been an Xfinity customer for years. Over the past several months, I’ve had 4 separate multi-hour internet outages — one of them I have a timestamped screenshot of. I had to take 11.25 hours of PTO because I work from home and couldn’t do my job during these outages.
When I called to address this, here’s what actually happened:

•	A rep sold me a $15/month WiFi extender I didn’t need  
•	I started paying $45/month for backup internet through another carrier because I no longer trusted Xfinity’s reliability

**•**	When I asked what time a planned outage (happening in two days) would occur, so I could inform my employer in advance, two different chat reps ended the chat for “inactivity” — right after I had just responded. Both of them also tried to upsell me on a service add-on instead of answering the question.

•	I filed an FCC complaint (this is real, it’s a documented process anyone can use) after getting nowhere  
•	An “executive” rep called and tried to close out the FCC complaint by telling me my internet “looks fine now” — as if that was ever the issue

•	I was given a single $25 credit total, with no itemized breakdown by outage

•	When I finally got an outage log, it listed one outage as 4 hours — I have a screenshot proving it was longer. When I showed her the discrepancy, the response was “usually they come back up sooner.” Not a correction. Not an apology. Just that.

•	When I asked why I wasn’t notified about a planned outage and only found out by manually checking my account, I was told “that’s what you’re supposed to do.” I pointed out I shouldn’t have to log into my account daily — they should be texting or emailing customers. She went quiet and changed the subject.

•	When I asked why their own agents had essentially ‘hung up’ on me by ending the chat, I was told “you’re asking me something I can’t answer” and “you’re asking me to get inside someone else’s head.”

•	When I brought up the cost of the backup internet I had to get because of their outages, I was told “we didn’t choose to get the other internet” — as if needing backup internet because their service kept failing was somehow my personal preference.

•	I was told, more than once, to “talk to my employer” about the PTO — as if my employer caused Xfinity’s outages.

•	Three different reps, across three calls in one day, repeated “we can’t do that” when I asked for further credit. None of them could cite an actual policy when I asked directly. One just said “I already told you” when asked.

•	Not one person apologized, at any point, for any of it.

I’m not even asking for something unreasonable — I documented everything, I have my own PTO records, dates, and a screenshot. I just wanted to be treated like a paying customer whose time and money matter. Instead I got three hours of deflection, gaslighting, and zero accountability.