2 Messages
Internet is out, unable to get in touch with a human
The Internet is out, online account says 'Outage detected', while the outage map does not show outage where I live. I had electricity for 4 days, everyone around me has electricity, there is not work going around anywhere close to my house and I did not see any Xfinity vehicles either. I'm unable to get a live person on the phone or get any ETA. The phone connects me to a bot that refuses to connect me to a live person, saying that 'Outage is detected and a live agent cannot provide more information'. I need to connect to a live person asap as I and my kid require Internet.
XfinityBenny
Official Employee
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682 Messages
16 days ago
@user_55cfzu Thanks for adding a post. We have the best tools to count on here https://www.xfinity.com/response. It is our critical events page, with the resources to get real time updates to your mobile phone, verify the service status or latest updates, and also how to find the closest Xfinity Hotspots. They will help get you online while we complete the repairs in the area. We know how important it is to get back online, and get any info from the local techs asap, so we created that page. Click on it now and add your mobile number to receive the latest updates, but most importantly be added to the list of impacted customers. Getting everyone back online is priority one, and we appreciate your patience while we work to restore service.
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tinjin
2 Messages
15 days ago
Since Sunday, ours comes on at 10a and completely shuts off at 930p. Every. Day.
Yet we've gotten three text messages saying our services have been completely restored. Clearly this is not the case! Haven't been able to get through to a human, either.
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user_jc7cgl
1 Message
15 days ago
Y'all can appreciate our patience till we get so fed up we find another carrier. Find better ways to communicate when you will have us back online. Over 2 days I've been down,no updates, no trucks no humans with anything remotely useful to say. " Sign up for updates" doesnt mean diddly when you don't send out any information at all
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user_55cfzu
2 Messages
12 days ago
Update. The day after I posted the initial message, the 'Outage is detected' message has disappeared from my account. I was able to launch 'troubleshooting' of the modem using the website which allowed me to subsequently file a support request and schedule for a technician to come the next day. Before that, I was not allowed to 'troubleshoot' or file for a support ticket. In the support request, I simply wrote 'The cable was down due to the storm. The issue is outside the house'. Within a few hours after I filed a support ticket, the modem started working and blinking green. I subsequently cancelled the support request
The Xfinity Support did not respond to my Direct-Messaging messages that I sent around the time of the original post in this thread. After I signed up for mobile updates, as suggested by XfinityBenny above, I have not received any text message updates from Xfinity. There were not Xfinity Hotspots that I could connect to around my house either.
The Xfinity customer support that actually addresses customer concerns is non-existent.
(edited)
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