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user_7us407
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5 Messages

Thursday, August 21st, 2025

Ongoing outages due to “Performing network upgrades in your area”

So this is now the third time I’m typing this out… every-time I try to submit it gives me an error, lovely. I'd like an actual explanation of the reasons for these outages. This compounds well with the constant outages I’ve been dealing since August 13th due to “network upgrades”. It is now Aug 21 and this still hasn’t improved…

I am currently working from home and the $5.82 reimbursement refund does not cut it for the loss of internet from 8am to 5pm every business day, let alone the lack of production during the main hours of the day. 

I saw mentioned in other posts to send a direct support message however I am unable to do so?

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8 hours ago

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user_7us407

Visitor

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5 Messages

2 days ago

Finally! Glad it actually let me post this time. Good grief.

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XfinityDena

Official Employee

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3.5K Messages

2 days ago

@user_7us407

 

Thanks for reaching out. I understand how important your services are to you as they are to me as I also to work from home full time and any service issues will cause a headache not only to not be able to assist my customers but prevents my kids from getting school work done and being entertained while I am working!  Services may be out in your area due to a number of reasons, including but not limited to weather, power interruptions or other outside factors. When a service loss is declared in an area, our teams are notified and will work as quickly and safely as possible to ensure everyone is back up and running. We offer convenient self-service options to check service interruptions through My Account, the Xfinity App, or the Xfinity Status Center at http://www.xfinity.com/support/status. This is where you would get the most up to date information including ETAs. This is the same information all representatives have as well. Credits are applied once the service loss in the area is cleared. Once fully resolved, there is a way to request a credit online, and we will check to see if you are eligible! Visit the link: https://www.xfinity.com/support/account-management/credits/outage/details?client_id=helpandsupport&continue=https://www.xfinity.com/support/status&linkId=149261291. When placing credits on your account we can only credit for service downtime and not lost time or wages. 

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user_7us407

Visitor

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5 Messages

@XfinityDena​ I did request a credit for the time since the 13th and the only thing I was offered was a credit for $5.82… 

How is this acceptable when the service is close to $100/mo? Also, why were others with the same issue instructed to send a direct message however I’m instructed to use a self service option that will auto generate a pathetic cup of coffee amount as reimbursement?

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2 days ago

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XfinityDena

Official Employee

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3.5K Messages

Please remember, the best communities have most conversations happening in the public boards. This helps to ensure that our users get the fastest most accurate response possible provided by other user or our Official Employees. This also serves to benefit other users who may have a similar question. When interacting with an employee we will always try to keep as much of the conversation in that public thread but know we may ask you for a private message if we need to discuss your account-specific details. 

 

@user_7us407 Have you been without any service the whole day everyday since the 13th or only intermittent connection issues due to an area wide service interruption for the upgrades happening in the area?  

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.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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2 days ago

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user_7us407

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5 Messages

It has been down for the times I stated in my original post… 8am to 5pm, which is the bulk of main portion of the day. Even if I were to look at it as a cost per hour it would be $0.13/hr for my 89.99 plan. Given the issues have been ongoing for 9 hours a day (8am-5pm) that averages out to a service downtime cost of $10.53, double what the automated system seems to think is an ok reimbursement which was $5.28… 

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2 days ago

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XfinityDena

Official Employee

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3.5K Messages

@user_7us407  Please send me a Direct Message with your name and service address. I will leave you instructions on how to initiate the message with us! I look forward to working with you soon!


- Click "Sign In" if necessary
- Click the "Direct Message" icon (upper right corner of this page)
- Click the "New message" (pencil and paper) icon
- Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
- Type your message in the text area near the bottom of the window
- Press Enter to send your message

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.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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2 days ago

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gojeffrey

New Poster

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4 Messages

2 days ago

Same thing has been happening to me. Xfinity doesn't give a [Edited: "Language"]. I'm moving on to another provider.

(edited)

2

user_b6420j

Visitor

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1 Message

9 hours ago

Here i’m thinking something is wrong with my box. My entire network is down now. 

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XfinityOrlandoM

Official Employee

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2.4K Messages

@user_b6420j 

Thanks for reaching out to us, when you get on the Xfinity app does it state there's a service interruption in your area or does it give you an option to troubleshoot your services to see if the app can remotely fix your connection issues

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.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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8 hours ago

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