Regular Visitor
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15 Messages
Confusing email from Xfinity
I am reproducing a portion of an email I received from Comcast today (April 24, 2025):
"...in the coming days, we'll be making improvements to the Xfinity network in your neighborhood. ...
"Our most current information has us starting work in your area on 01/21, affecting service at [address deleted].
"How this work will affect you
"As our teams work to make these enhancements, you can expect service outages. This downtime will affect all of your Xfinity services, and if you are an Xfinity Voice customer, you will not be able to call 911 from your wired phone line."
I tried the automated assistant to see what that January date should have been, but that was hopeless. I then called Comcast, and the agent told me she couldn't see that any work had been scheduled for my area.
Now, an outage affecting my telephone service is significant, and I want to know what's going on. If no work is scheduled, what triggered that email? And if work is scheduled, how can I find out when--and how can I trust any email from Comcast warning me about it (or anything else, for that matter).
Accepted Solution
XfinityEmilyB
Official Employee
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2.1K Messages
2 months ago
@User_8bs01h Thank you for posting on our community forum so we can find some clarity about the Email notification you received regarding upcoming work in your area. You'll see the Xfinity Verified Email logo in your webmail inbox next to any email sent from a verified Comcast or Xfinity source. Do you see this logo attached to the Email you received?
I'm happy to check your account to find any additional information about upcoming maintenance work in your area. Please send a direct message by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Include your name and address so I can find the account and get started on a resolution.
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User_8bs01h
Regular Visitor
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15 Messages
2 months ago
Thanks to all the Comcast people who replied to the chat message, and those who responded to telephone calls to Comcast. The best explanation for the original message specifying Jan.21 is that it was a glitch in the system.
I will note that over the course of many years, I've had multiple problems with Comcast (a squirrel chewed the line once; a passing truck snagged the cable once; my signal needed a booster, etc., etc.), and I've found that the most knowledgeable and reliable help comes from the Comcast people who reply on the forum and through the attached tech support chat line. Tech support through telephone calls is usually OK, but normal telephone support isn't, and the automated assistant on the website is hopeless. Thanks for being here--and don't let the powers-that-be automate you!
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