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OutageUser235
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Visitor

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1 Message

07/04/2026 12:43 PM

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Can’t talk to an agent during an outage

It is WILD that Comcast blocks outage customers from talking to someone, by chat or phone.  My internet has been out for 12 hours. And I can’t get an estimated time, or even an explanation. I’m 99% sure I’m the only one in the outage so it’s not like Comcast is running around to 2000 customers. 

I would also like to point out that if your customer support directors want to limit your agents from getting inundated with calls during outage that you should make your AI better. “As soon as possible” isn’t an estimate. 

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4 hours ago

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XfinityGabriel

Official Employee

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3.6K Messages

3 months ago

 

OutageUser235, 

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.

 

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user_h5pcn6

Visitor

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1 Message

3 months ago

Same for me. Go to the outage map shows nothing. Where are you if you don't mind me asking? 

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XfinityGabriel

Official Employee

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3.6K Messages

 

user_h5pcn6, Hi there! Thanks for sharing that you're seeing the same issue. We understand how frustrating it can be when service is impacted, and the interruption map isn't showing any information. Since account-specific details shouldn't be shared publicly, we'd recommend sending us a direct message if you'd like us to take a closer look at your service and any known interruptions affecting your area. We're happy to help investigate further and provide any information available. Let us know. 

 

(edited)

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please mark as Best Answer.tick

3 months ago

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user_jhj3gq

Visitor

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2 Messages

3 months ago

It’s been 3 days without wifi and I work from home. Not a single update from Xfinity. 

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XfinityJeff

Official Employee

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1.3K Messages

Good morning @user_jhj3gq, and thanks for reaching out to us on the Xfinity forums, I hope this message finds you well. As someone that also works from home, I can understand how frustrating it can be to have a service interruption impact work, but you have come to the right place for assistance. In the Xfinity app, does it show that your service is impacted by an interruption, or does it just say that the modem is offline?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please mark as Best Answer.tick

3 months ago

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user_jhj3gq

Visitor

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2 Messages

All it says is “network damage” and “as soon as possible” for restoration. It’s been like that for 3 days with no updates. Try getting in contact with an agent and it physically won’t let me. 

3 months ago

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XfinityJeff

Official Employee

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1.3K Messages

I know these types of issues are frustrating @user_jhj3gq. We can take a look at the account and see if there is any additional information we can find about the issue. Could you please send our team a direct message with your full name and full address?
Here are the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message" icon (upper right corner of this page)
• Click the "Start new conversation" (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.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please mark as Best Answer.tick

3 months ago

0

XfinityMichaelC

Administrator

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5.4K Messages

4 hours ago

Closing old thread

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