J

Visitor

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1 Message

Thursday, July 3rd, 2025 8:20 AM

Internet down, outage map shows no outages, need ETA, stuck in loop with AI chatbot

My internet is down and the outage map shows no outages in my immediate area. The AI chatbot told me that there is work being done to improve service, but it is not clear to me if the work is what caused the outage in the first place, or if the work is being done to restore the connection in my area. The AI couldn't understand me when I asked for clarification. The AI also told me that I could not be transferred to a human due to the outages, so now I am here asking for help in these forums. I requested to have text message updates but so far I have received none after several hours, not even one corresponding to when the outage began. I need an ETA on when my connection will be restored. ANY information is helpful at this point.

Official Employee

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1.8K Messages

15 hours ago

 

Jespoli Good morning! Thank you for reaching out to our Xfinity Forums Team. I'm sorry to hear you are experiencing an interruption with your services. I can assist you in getting an update on an ETA on when services are expected to be restored. Can you please send a Direct Message with your name, and service address? 
 
Click "Sign In" if necessary
Click the "Direct Message" icon or  https://forums.xfinity.com/direct-messaging
Click the "New message" (pen and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
A "Xfinity Support" graphic replaces the "To:" line.
Type your message in the text area near the bottom of the window 
Press Enter to send it

 

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