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user_zp322
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Visitor

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3 Messages

Tuesday, February 3rd, 2026 6:24 PM

Frustrated Xfinity WiFi Outage

I live in Nashville TN. The ice storms have caused an outage due to power. The power has been on since 1/27/26, but wifi remains out. The app gives no clarity on when it will be fixed as it says as soon as possible instead of an exact date. The customer service line goes silent when trying to provide an update and you all make it very hard to get in contact with a live rep. This is really disappointing as people rely on wifi to work from home if they are remote. Is there anyway someone can be sent to my area anytime soon as my sister lives down the street but somehow is able to use her Xfinity wifi. This makes me want to try another service instead of xfinity

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Updated 

1 month ago

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EG

Expert

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116.7K Messages

1 month ago

Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.

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XfinityEricB

Official Employee

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3.1K Messages

1 month ago

 

@user_zp322 Thanks for reaching out about service issues in your area after the recent storms. Our app provides the most up to date information on restoration we can provide that is updated by local techs. When it has no ETA for repairs it could be due to needing replacement parts, or possibly our equipment has no power to it as our equipment can be on a different grid for power than residential and we are waiting on repairs by the power company to restore. I wish I could help, but I really only have the same time for an ETA that you would see in the app at any given time. 

 

(edited)

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user_zp322

Visitor

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3 Messages

@XfinityEricB​ How will billing work with this? Will i still be charged for a full month of usage when its basically almost been half a month without being able to use? Will it hopefully be prorated?

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1 month ago

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XfinityGabriel

Official Employee

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3.1K Messages

@user_zp322, Great question. At Comcast, we strive to ensure you have the most reliable service and do not have to pay for services charged while down. Once the issue is resolved, we will be happy to credit you for the downtime.  To get started with checking your eligibility for a credit after an interruption is resolved, please feel free to visit this link here. If your account meets all requirements for eligibility, including not having reached the maximum credit limit, a credit will be applied automatically. If you run into any issues receiving your credit, please let us know. How does this sound? 

 

(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 a reply as the Accepted Answer.tick

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1 month ago

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XfinitySara

Official Employee

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2.4K Messages

Hey, @user_zp322 - Any update on your end yet?

(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 a reply as the Accepted Answer.tick

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1 month ago

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user_zp322

Visitor

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3 Messages

Same as it’s been the last 2 weeks. WiFi still out. No text message updates. No ETA. Still pretty disappointed.

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1 month ago

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XfinitySara

Official Employee

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2.4K Messages

Thanks for getting back to us and letting us know, @user_zp322. I'd love to take a closer look in case we have access to any further details for you. Could you please send our team a direct message to continue?

 

To send a direct message:

  • Ensure you are first signed in, then you will see a chat box icon at the top right of your page. Click that or follow this link here: https://forums.xfinity.com/direct-messaging
  • From there, click the 'New Message' icon. In the 'To' field, type 'Xfinity Support'.
  • Type your message in the text area that appears at the bottom of the window and hit enter to send. An official employee, such as myself or whoever is first available, will respond.

To expedite your request, we ask that you please include your name and the service address alongside a detailed summary of your request/question. Thank you!

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 a reply as the Accepted Answer.tick

Like

Reply

1 month ago

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