Can’t talk to an agent during an outage

Hi there! Thanks for taking the time to reach out. I can completely understand your frustration, especially after being without service for 12 hours and not being able to get a clear explanation or estimated restoration time. I'd feel the same way in that situation. When an interruption is active, our systems do prioritize interruption-related updates through automated channels, but I certainly understand your feedback that "as soon as possible" doesn't provide the level of detail you're looking for. We appreciate you taking the time to share that concern, and I'll make sure your feedback is documented. If you'd like, we'd be happy to take a closer look at the interruption affecting your service, review any available interruption information, and see whether there are any additional details available for your specific location. We usually see the same thing that you are seeing through the app and online. To get started, would you mind sending us a direct message with your first/last name and full address by clicking the "direct message" icon on the upper right page of the forum page? Once you click on that, click the "Start new conversation" (pencil and paper) icon. In the 'To:" line, input our shared handle "Xfinity Support" to send us a direct message and we'll do everything we can to help provide more information.