Skip to main content
user_4fqn0c
1st Topic

Visitor

 • 

2 Messages

Tuesday, November 18th, 2025 12:07 AM

Internet outage with no answers or help

we have been without service due to “network improvement” since 11/13/25 at 1:00 AM, and it is currently 11/17/25. There has been no updates or further information, and it is impossible to talk to a real person from Xfinity. If I call customer service, the robot says an agent can’t help me due to the outage, and give me no option to speak to a real person. I work a lot from home and am a grad student in an online program. How do I get any answers from a real person?

Question

 • 

Updated 

3 hours ago

9

1

0

Oldest First
Selected Oldest First
XfinityDilary

Official Employee

 • 

2.8K Messages

3 hours ago

 

Thanks for posting on our community forums for assistance, user_4fqn0c. The best way to keep track of service interruptions would be online by visiting our support center or through our Xfinity App. Typically, you can set up text notifications, and we will notify you once we have an estimated time for resolution. Have you checked online to see if there's an estimated time for resolution yet? 

 

3

0

user_4fqn0c

Visitor

 • 

2 Messages

Yes, I have, and all it ever says is “as soon as possible.” I understand that outages happen, but going five days without service and not getting any sort of real information or update for a paid service is incredibly frustrating.

Like

Reply

3 hours ago

0

XfinityDilary

Official Employee

 • 

2.8K Messages

I understand where you're coming from, user_4fqn0c. I'd be happy to check if we have any other updates on our end. Could you please send our team a Direct Message with your name and service address? Our team can take a further look.

 

To send a Direct Message:

Click "Sign In" if necessary

• Click the "Direct Messaging chat" icon

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that appears. The "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

 

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

3 hours ago

0

forum icon

New to the Community?

Start Here