rcperry's profile

Contributor

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21 Messages

Sat, Jul 23, 2022 7:31 PM

Another outage that is not happening.

I apologize for repeating myself.  I replied to another post, thinking that would give me an answer, but it appears to be a reply and not a question. 

  I lost internet  yesterday @ 9:30 (7/22/2022)and when I looked to see if there was an outage both on Xfinity apps as well as via phone, I was told there was an outage on all my services.  However, I did have cable.  I accepted this.  Then later checked again.  Same info.  Received texts over and over that I would get a text when full service was restored.  Received that text. But internet was NOT restored.  Once I was given the option to have someone call me.  Someone did.  He spoke with me for 20 minutes.  Told me there was an outage.  Said he would credit me for time lost.  I turned my equipment on and off.  My modem continually had a white light.  This continued with me checking for updates and getting 2 more messages that the outage was over.  But I still had no internet and no other response.  This morning, being frustrated. I realized I hadn't unplugged the modem.  So I did.  And surprise all my equipment is working.  However phone and xfinity status still shows an outage in my area but a technician is working on it.  Looking at the outage map, the outage is at my address. No technician has been here.  When I long into my account on my computer, I am told there is an outage.  I went to the Xfinity store and was told that if it happens again to do what I had already done.  I said, what if I do need a technician, because I can't get through to talk to someone.  He said to come back to them too get a technician.  Everyone has very polite.  But nothing was solved because your system still has me on an outage.  I am tempted to ask for credit for all the "outage" time you think I have.  I have been in a loop for over 24 hours.  Can this be fixed?

Accepted Solution

rcperry

Contributor

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21 Messages

4 months ago

Thank you for your reply.  It's nice to hear from a real person.  Perhaps there is an outage still ongoing in my area.  I am however perplexed why on the variety of apps I checked it still (as of 9:00 am this morning) shows that all my services are not working.  Which means that what should be accurate for my services is not accurate.  As I mentioned above, I have never lost cable and all my services returned when I turned the power off for my modem and then back on.  How long should I wait before the information provided by Xfinity (phone calls and the various apps) matches the reality of what I have.  I considered deleting and reinstalling the various Xfinity apps but the phone support continues to say there is an outage.  Two more days?  A week? Longer?  

Official Employee

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791 Messages

I would like to look into this further. Can you please send us a DM to start? 

 

Here's the detailed steps to direct message us: 
 • Click "Sign In" if necessary
 • Click the "Peer to peer chat" icon (upper right corner of this page)
 • Click the "New message" (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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Official Employee

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990 Messages

5 months ago

Hi there! Thanks for reaching out to us today. When there are active interruptions in your area, it is never specific to just your address. Although it shows your address on the map, it is affecting multiple customers in the area, which is why it is deemed an area outage. Our services can sometimes be restored in phases, so if your service is restored and our techs are still working to get others connected, the map will still show that interruption as active. If the techs are able to get the cable portion up and not the internet, or vice versa, the interruption will still be counted as active. 

 

We hope this clears up your concerns. Let us know if you have additional concerns, we are here to help! -Airelle 

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