Visitor
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1 Message
Outage but no updates and communication
Our internet has been out for over 24 hours. The Xfinity app says there’s an outage in our area and they are working on it. That’s all we have been told. Our next door neighbors and across the street neighbors have Xfinity internet working just fine. Seems like it’s just our house. Have two of us working from home and can’t get any answers. We tried the chat bots and it’s a loop with no help. I can’t believe there is no way to speak to an actual person - via chat OR via phone. About to submit a ticket to the FCC.
XfinityQuemekia
Official Employee
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1.3K Messages
4 hours ago
I completely understand how critical a reliable connection is when working from home, and I am glad you reached out to us here, so you can speak with a real person @user_zw5mki! When there is an active service interruption, our teams see the similar information that is provided to you in the Xfinity app. Because our local crews are actively working on fixing the issue, the system completely blocks us from troubleshooting or scheduling a technician until the interruption has officially ended.
Send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to see if we have any new updates.
To send a Direct Message:
Ensure you are logged in
Click the "Direct Messaging" icon
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.
A "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.
You can see how to send a direct message here, https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514
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