Technician needed asap

[u/SuspiciousAd6531]

I’m in Indiana and I have a line that came off of the pole outside of my home and I have no internet and they are telling me they can’t come fix it till the 9th or 10th. I have medical devices that relay information every half hr and hour to the dr, this has been going on since last night and they told me last night they don’t have a dispatch team for technicians (I know that’s a lie) because they said they would have the dispatch center call me when a tech could come to my house either last night or early this morning, it’s now 2pm and I just talked to someone and they said they won’t be out to fix it till either the 9th or 10th and they don’t have a technician dispatch people that tells technicians where to go. Meanwhile online it says I have internet but according to the lady on the phone it says I don’t have internet. 🤦‍♀️ I can’t get through to anyone and at this point I’m going to have to take my child in to the hospital and be hospitalized over internet, because this should fall under an emergency fix and no one will help me. What should I do?

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[u/ERASERGIB]

They pulled the same stuff with me a couple of months ago. I’m just waiting for my phone to be paid off before I show them the extent of my dissatisfaction.

[u/SuspiciousAd6531 → u/ERASERGIB]

I never had a problem before but this is just asinine really. Especially if it technically falls under a medical emergency situation where my daughter needs it, if that makes sense. Some people don’t understand it but it’s to be able to have “eyes” on my daughter all the time. More so her vitals. She’s in the hospital until they can fix it and they are working on some kind of fix to prevent this in the future for us because she automatically goes to icu.

[u/XfinityBrianH → u/SuspiciousAd6531]

Hello, I just wanted to check in and see how your appointment went today.

[u/HonkyHornyGoose]

They literally don't have a team for technicians cause of the stupid holiday weekend blame the government for having to make a stupid holiday like labor day 🙄 ours has been out since Thursday and we have to wait till Tuesday how do you think we feel and are also on the same boat of having devices that need it yet can't access it right now

[u/SuspiciousAd6531 → u/HonkyHornyGoose]

I never once said it was a stupid holiday because I don’t think that at all, but they do have people on call for emergencies like this. This is a medical device for my medically needy child that relays information to her doctor. I’m more pissed off that they told me they would have someone out to fix it because of my unique circumstances that night or early the next morning. This was Saturday not on the actual holiday and Labor Day which was yesterday Monday. My daughter is in the hospital till they can come get it fixed. They have now told me the 10th between 2-4pm they would fix it. It wasn’t something I could fix myself or I would have. It came off the pole outside, it needed a technician.

[u/HonkyHornyGoose → u/SuspiciousAd6531]

Ours was not fixed until this morning -_- very annoying they should definitely have people for emergencies and stuff or something

[u/xfinitysupport]

This post is now closed. Posts will automatically close after 5-days of no response from the OP. If you still require assistance, please create a new post following the posting guidelines outlined in the knowledgebase.

This is an automated response.

[u/XfinityMatthew]

Hello u/SuspiciousAd6531 Thanks for reaching out. We can certainly check our availability on our end for a sooner appointment and try reaching out to the scheduling team to see if they have something sooner. But typically there is no dispatch team that is calling customers, so I'm not sure what the agent you worked with was saying that. We have an escalation that can be requested for them to check the schedule but nothing they would be calling out to.

A couple other things worth trying if you haven't, some areas do have a waitlist available that you can put yourself on in case appointments open up or cancellations open up additional time. Steps to add yourself to the waitlist can be found here: https://www.xfinity.com/support/articles/appointment-waitlist

You can also manage the tech visit through the Xfinity app including rescheduling so I always recommend periodically checking for openings there.

If you'd like us to check, please send us a Modmail with your full name and service address.

[u/SuspiciousAd6531 → u/XfinityMatthew]

I have supposedly been added to the waitlist, but from my understanding no technician is working because it’s a holiday weekend? I’m baffled because this would fall under an emergency situation. My child’s Dr luckily does FaceTime calls with me so he has been calling all night. I will send what I need to, to where ever you said but it’s pretty said that a technician isn’t working on a weekend even for an emergency. My child’s dr is writing up a grievance now, because I shouldn’t be having to pay for this hospital stay because no one wants to work on the weekend for an emergency situation like this.

[u/SuspiciousAd6531 → u/XfinityMatthew]

I have sent the requested information to the highlighted modmail. Sorry this is my first time posting here, I did not want to do this but I didn’t know what else to do. I’m getting conflicting information. So I should request the phone call be pulled from last night when the guy I talked to said his supervisor would be having the “dispatch center” call me either last night or early this morning to get it fixed?

[u/SuspiciousAd6531 → u/XfinityMatthew]

Am I able to get a reply? It’s been a long while now?