Visitor
•
1 Message
No outage
Hello,
We recently got a new Wifi Gateway. When we unplugged our old router to plug in the new Wifi Gateway, our Xfinity app said we have an outage.
With our old router, it shows we do NOT have an outage.
When we try to call customer service, the AI bot hangs up on us every time because it says an agent cannot assist until the outage is cleared.
We need to speak to someone.
XfinitySean
Official Employee
•
289 Messages
6 hours ago
Thanks for stopping by our community forums, user_uw45wh! That's definitely an odd, I'm sorry our system isn't cooperating with you. Our team is here for you and more than happy to help! We'll want to take a look at the account to see why the app is reporting an area wide service interruption, and to see if we can assist with activating the new gateway. Please send us a direct message with your full name, name on the account (if different), and service address, and we'll get started!
To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a live chat.
• Click "Sign In" if necessary
• Click the "direct messaging" icon or https://comca.st/3J0ir1l
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which 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
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