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user_25n1ll
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3 Messages

10/13/2026 10:19 PM

Can’t cancel during an outage?

Second unexplained and sudden outage in a week. Didn’t get any texts about this one, not listed on outage map and you keep bumping back the time to restore service. I am disabled and struggling to work from home, need to make significant additional purchases and arrangements. 

Unfortunately, you also aren’t providing any customer service, specifically blocking me from any chat or phone conversation with an agent. At a minimum I need to troubleshoot why you didn’t send notifications. I am also trying to cancel my service since I’m paying for something I’m not reliably getting. 

I really don’t believe it’s legal to block people from cancelling because you’re not providing service?

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Updated 

22 minutes ago

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XfinitySeth

Official Employee

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1.7K Messages

2 hours ago

Hello! I appreciate you being an active member of our community with your post, and we're here for you! As someone that works form home myself, I know exactly how frustrating it is to be without service as I need it most. Above all, we never want to put you in that position, and would hate to lose you as a member of the Xfinity family. If your interruptions were not listed as a known issue at xfinity.com/support/statusmap, and you didn't receive any text alerts, then there maybe something going on within your home we need to investigate further to get you back on track. 

If you could send our team a direct message with your full name, the name listed on the account (if different), and the full service address associated with your account, I'd be more than happy to look into this for you.

 

How to Send Us a Direct Message:

  1. Click "Sign In" if necessary.
  2. Click the "Direct Messaging" icon or visit Xfinity Direct Messaging.
  3. Click the "New message" (pencil and paper) icon.
  4. In the "To:" line, type "Xfinity Support".
  5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
  6. An "Xfinity Support" graphic will replace the "To:" line.
  7. Type your message in the text area near the bottom of the window.
  8. Press Enter to send it.

 

You can see how to send us a direct message here,

How to: Direct messaging within the forum | Xfinity Community Forum


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user_25n1ll

Visitor

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3 Messages

Sent. Still not getting a response or updates. This while being blocked from chat and phone options due to outage.

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2 hours ago

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user_25n1ll

Visitor

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3 Messages

Still not able to access any support. Getting the runaround. Would be happy to use phone or chat services but

you specifically shut off those options due to a local outage? (Have confirmed that you can access my account. You just won’t provide support because you also aren’t providing internet. Wild policy decision.)

I believe these practices are illegal and will be reporting the entire timeline. 

Other users beware!

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22 minutes ago

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