3 Messages
Internet outage
Our internet has been out for two days. Each time we call Xfinity and check online, we are told there is a power outage. Our area has no power outage, and we are the only Xfinity customer on our street who doesn't have access. We were told they would have it fixed by 3:20 over 24 hours ago, and no updates since then. We have visited our local Xfinity office and made multiple calls to customer support with essential information, which they refuse to update our ticket with. AT&T dug on our street, laying fiber cable lines the day it went out. We believe they may have accidentally cut a line. There is no power getting to our line. It will be impossible to fix if they don't send a technician out and refuse to do so.
We both work remotely and need our Wi-Fi back. Tomorrow is Friday, and this will go into the weekend. We are considering dropping and getting AT&T service since it appears to be quicker to get new service through them instead of Xfinity addressing our issue.
EG
Expert
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106.6K Messages
8 days 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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XfinityAldrik
Official Employee
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1.6K Messages
8 days ago
Thank you for reaching out to us @user_8z9yw5! I hope you and your loved ones are safe! I also work from home and know how critical it is to have your services restored as soon as possible. We'd truly regret seeing you go!
We promise we have teams working around the clock trying to complete these network repairs as quickly and as safely as possible. To stay updated on interruption status, we highly recommend routinely checking out our status center here. You can also check by signing in to our Xfinity app.
If there is a reported interruption in the area, it will need to be resolved before we can schedule a technician. Often times when an estimate is not available it is caused by a local power company needing to complete its repairs first or tree removal service needing to clear trees and branches before the power company can start their repairs. Once those repairs have been completed, our teams are able to resume their repairs on our network.
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user_8z9yw5
3 Messages
7 days ago
It's another day with no internet service due to the Phantom 'Power Outage' issue from comcast. Not sure what the next steps are. Maybe we need to contact Middle Tennesse Electric and let them know that Xfinity is telling its customers they can't fix the problem because Middle Tennessee Electric will not provide power. Maybe we need to contact public service agencies let them know Xfinity has a 'Poison Pill' message that allows them to ignore their customers. According to support, once the 'Power Outage' message is entered on an account it prevents the customer from providing additional information via the on-line interface or their own support personal, in store or via phone, from updating the ticket with additional information.
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XfinityBenny
Official Employee
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580 Messages
7 days ago
@user_8z9yw5
Thanks for the insights. We appreciate it, and hope everything is getting better after the recent storm. Once the commercial power is back we will be able to get your service on as well. We have the best tools to count on here https://www.xfinity.com/response while that happens. It is our critical events page, with the resources to get real time updates to your mobile phone, check 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. That will ensure you get the latest updates, and notify the local techs that you need repairs as well. For everything related to the service and the storm response, click on that link and share it with friends and family so they also have the latest updates.
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