Visitor
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1 Message
Is talking to a real person impossible?
The WiFi has been out at my house for multiple days now. I work from home, and live in an area where cell service is abysmal so hotspots are not an option. Every time I try to contact Xfinity, I get told that the outage is being worked on (not true, haven’t seen anyone around AND my neighbors wifi is working fine) and then immediately bounced away without further comment. Seriously considering just canceling and getting a different service.
XfinityAldrik
Official Employee
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2.2K Messages
1 day ago
Thank you for reaching out to us @user_0kqhzg! Working from home, I completely understand how important it is to have your internet services restored as quickly as possible. We do have dedicated teams that work around the clock to repair our network equipment and restore impacted services as quickly as possible.
While you may have power, our network equipment and lines further up the line may be without power. Often times when a tree fall on our lines, our lines are side by side with electrical lines. When this happens, the power needs to be shut off to those lines while the tree is being removed. From there, the local electric company’s repairs take priority over our repairs. As a result, we need to wait for the tree to be removed and for the local utility company to complete their repairs before our technicians can begin repairs. This will cause estimates to not be available until we can begin our repairs.
It is quite possible the neighbors are on a separate node than you home, this could cause their services to be unaffected while yours are offline. To check if there is an interruption in the area, we have a dedicated page routinely updated here.
Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look. To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list
- An "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.
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