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user_cf2642
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Monday, July 31st, 2023 9:34 PM

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Internet outage

My internet is offline. The xfinity app shows the following message:

Your home internet is offline due to an outage being fixed in your area.

I reported the outage and received back a text message saying there is no outage. But, I still don't have internet service and the app continues to give the outage being fixed message above.

What is going on? And, when can I expect the problem to be fixed?

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1 year ago

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EG

Expert

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108K Messages

1 year 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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XfinityDilary

Official Employee

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1.8K Messages

1 year ago

Thanks for posting on our community forums, @user_cf2642. I appreciate you using our awesome Xfinity App to stay updated. Did you set up a text notification as well? That would be the best way to stay updated with the interruption status. You can also check the status on our Xfinity Status Center. All you need to do is sign in with your Xfinity ID. As soon as we have an estimated time for resolution, it will be listed there. 

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user_cf2642

Visitor

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3 Messages

1 year ago

Yes, I reported the outage and asked for text notification. Then I got a text message saying that there is no outage, but clearly there is.

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XfinityDilary

Official Employee

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1.8K Messages

1 year ago

Thanks for clarifying. Is the interruption report still listed on the support page? Or the Xfinity App? 

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user_cf2642

Visitor

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3 Messages

1 year ago

Yes the app still shows this message

Your home internet is offline due to an outage being fixed in your area.

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XfinityDilary

Official Employee

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1.8K Messages

Thanks for checking. This means the interruption is still ongoing. The best we can do at this point is wait for our repair team to fix the issue. Rest assured, we have an excellent team working on it, and we will do our best to resolve this as soon as possible. Once the interruption is resolved, you can use our Xfinity Status Center to request credit for this time. We understand the importance of having reliable services and want to be fair in these types of situations. You can log in, click the link, "Check eligibility" in the "Tips in case of an interruption" section at the bottom of the page. I hope this helps.

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1 year ago

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