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user_vbu92x
1st Topic

Visitor

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1 Message

Monday, June 23rd, 2025 12:54 AM

No internet going on three days

I’m in Bala Cynwyd, PA and haven’t had internet since Friday morning. It’s been impossible to contact anyone at Xfinity. All the info I can get is that the outage is “under investigation.” Is anyone else having this issue? How do we get more info? How long can this go on? 

Question

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Updated 

7 days ago

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XfinityJon

Official Employee

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297 Messages

11 days ago

Hey there user_vbu92x. I can certainly understand the concern if your services are currently not working. Do you have the Xfinity app? If so, on the WiFi option, when service interruptions occur it will often inform you on there. If you are signed up for our text communications, text messages will also be sent to update you on any progress or delays. Let me know if this helps any. 

 

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user_epodmo

Visitor

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1 Message

@XfinityJon​  You are going to have to me for lost work time and travel back and forth to the library in extreme heat.  You are a monopoly l and I am an economist-lawyer.  I will contact the regulatory agencies if you don't both fix it and prvode compensation, which could be  in the form of three months three internet.  I don't have enough internet to sign up for your app. I have also tried paying you a monthly xinfinity pass and it repeatedy said they could not load the form.  Take this seriously.

I went through the verification process 3 times and it's not working.  Your company is going to have to provide compenation and fix your problems Fast! IF you can't the regulators will discipline you and the competitive market will replace you. 

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7 days ago

XfinityChristy

Official Employee

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2.1K Messages

 

user_epodmo Hello and thank you for reaching out via our Xfinity Community Forums. I'm truly sorry to hear about the significant difficulties you're experiencing with your internet service and the frustration of not being able to use our app or complete payments. It sounds incredibly challenging, especially needing to travel in extreme heat and facing repeated issues with verification and forms. Please know that I take these concerns very seriously.I want to help you get these service problems resolved as quickly as possible. It's clear that the current situation is unacceptable, and I want to do everything I can to assist.

 

To begin looking into this for you, I'll need to access your account securely. Could you please send me a Direct Message with your full name and service address? Once I have that information, I can investigate why you're having these connectivity issues, why the app and payment forms aren't working, and what's causing the verification problems. We're here to help get your service back on track.

 

To send a "Direct Message":
Click "Sign In" if necessary
Click the "Direct Messaging" icon at the top of the page (it looks like a text bubble)
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.
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7 days ago

0

silverhawk15

Visitor

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3 Messages

11 days ago

We're also seeing the same thing several towns over. Support won't take our phone call 

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Mazmal

Visitor

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2 Messages

11 days ago

Same here and xfinity has not been helpful.

Im considering switching to Verizon given that they aren't experiencing this issue and I work remote.

(edited)

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