Internet outage. Xfinity Support

Hello. My internet has been out for 12+hours and I suspect i am the only person affected... this is what the outage map shows. I need someone to help me troubleshoot this. How do I connect with a live person. By the way, requiring a customer to search the internet for how to reach you is horrible customer service.

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EG

Expert

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118.9K Messages

4 hours 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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XfinityAmira

Official Employee

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4.9K Messages

4 hours ago

Hi user_r55wgg! Thanks for visiting our Xfinity Forum. We appreciate you being a customer with us and my team is here to help you. I am sorry to hear that your service has been down for over 12 hours. I certainly know the importance of having your service up and running as soon as possible.

To confirm, is there a reported service interruption reflected on your end through the Xfinity App? If not, have you tried manually rebooting the modem to see if that helps restore the service on your end? To manually reboot, unplug the power cable from the back of the modem, wait 10-15 secs, plug the power cable back in, and allow 10 mins or less for the modem to reboot.

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user_r55wgg

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2 Messages

I did try to reboot with no luck. I know my app says I'm having an outage but how do I tell if it's particular to my home vs being part of a larger outage? The outage map shows no other users affected. What is being done to fix the situation? If you can't tell on your end can you connect me with someone who knows?

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3 hours ago

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XfinityJoe

Official Employee

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1.4K Messages

Happy 4th @user_r55wgg. Thank you for all the troubleshooting you have tried so far. If the Xfinity app is alerting you to a service interruption in your area, you can trust that information. We appreciate your continued patience while we work to restore service. Any time frame given is only an estimate, as additional issues may be uncovered as we work to make repairs.

In addition to the Xfinity app, the XFINITY Status Center is the best place for updates, as it has the same information we have on our end.. You can also request a credit for the downtime in the service center once services are restored. You can access the status center as well as a support article, which others may also find helpful, at the links below

https://www.xfinity.com/support/status

https://www.xfinity.com/support/articles/check-service-outage

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3 hours ago

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Customer Service

user_r55wgg

Internet outage. Xfinity Support

EG

XfinityAmira

user_r55wgg

XfinityJoe

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