Both TV & Internet are down after storms

Hello, @andyf0! Thanks for reaching out with your service concerns. I am so sorry to hear about the issues caused by the recent storms, and would love to help in any way that I can! We ask that you only create one public post per topic, and wait for a reply before proceeding with other posts and/or Direct Messages, so I've gone ahead and merged your two posts to keep track of this particular concern for the time being.

Thank you for sharing what you've already tried (power cycling both the modem and TV Box, as well as checking our Status Center for updates). Let's see what else can be done to resolve this for you! By chance, have you used the Xfinity App to run diagnostics of your equipment and attempt reconnection that way?

Hi Sara, I have gone through your troubleshooting links. The problem is most of the links want to start by remotely resetting either the cable modem or the X1 box. Unfortunately my boxes can't be reached by your system. Which makes sense if I'm not getting a signal. BTW, I'm able to get to this forum because I was able to scrape a connection to an xfinitywifi hotspot.

Thank you for letting us know the troubleshooting steps you have taken so far have not helped. I'm happy to hear you were able to find a Xfinity hotspot, they come in handy in times like this! It sounds like there may be more going on if the equipment can not be reached through the Xfinity app or other means. Let's take a deeper dive, and figure this out. Please send us a direct message, so we can gather your location details. 

To send a "Direct Message" message:

• Click "Sign In" if necessary

• Click the "Direct Message" icon

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line

• Type your message in the text area near the bottom of the window

• Press Enter to send it

I've done that.......