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user_bf3b6e
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Thursday, March 23rd, 2023 1:56 PM

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Outage and yet no update and no ability to contact xfinity

Given it’s partly cloudy right now and PG&E restored power almost 24 hours ago, why does xfinity still say “Once the area is safe, our teams will begin to repair the network to restore services as soon as possible.”. It’s not unsafe. I haven’t had internet in 26 hours. Xfinity won’t provide any sort of update and won’t connect your call because they aren’t doing any sort of work to rectify the outage. Shame on this terrible terrible “customer service”. 

Question

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Updated 

2 years ago

167

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XfinityEva

Official Employee

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1.6K Messages

2 years ago

Good morning and thank you for reaching out to us through our Xfinity Community Forums for help with your service. At this time there is no estimated time for resolution however, you may sign up for updates and check at your convenience on the Xfinity app or online at https://www.xfinity.com/support/status

 

Sometimes there are resolved interruptions and new ones arise, please make sure to sign up for each interruption. (In a case like this you would receive a 'resolved' update and see it still marked as interruption on the app or site) 

 

You can also send us a direct message and we can add your phone number for updates as well. 

 

To send a direct message: 

 

  • Make sure you are signed in here in the Xfinity Forum. Click "Sign In" if necessary
  • Click the "Direct Message" icon (square chat icon in the upper right corner of your screen next to the bell icon)
  • 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 it

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user_bf3b6e

Visitor

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2 Messages

@XfinityEva​ there is no estimated time because NO ONE IS WORKING ON THIS. I previously signed up for updates but THERE HAVEN’T BEEN ANY

2 years ago

0

XfinityEva

Official Employee

 • 

1.6K Messages

I understand your frustration in having services restored promptly, however, not seeing a technician or repair crew outside your home does not mean there is no work being done behind the scenes at the node or plant level. I can assure you we have our expert technicians working to bring back services as quickly and safely as possible!

 

If you have signed up and would like to check a status you can also text OUT to 266278 (COMCST) to check for interruption status in your area. (Data and messaging rates may apply.)

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
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

2 years ago

0

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