2 Messages
Outage due to lines cut at house. Can't explain to agent due to power outage
We are currently locked out of talking to anyone at xfinity due to our outage status. We know exactly what happened and when. Another utility cut the lines. We work from home, and we know when it happened. We walked out and asked - they cut the wires to our service right at the end of our driveway and said "Comcast didn't come to mark the wires, you have to call them". But our status is waiting on a power outage. If the power is out to xfinity equipment - do I need to call? Is xfinity doing anything at all? The power to their equipment probably is out, but there isn't anyone on our street working on anything. If feels like we are in a loop - and no one will talk to us. Outage is "as soon as possible" now, and the outage map just shows us. Is there any way to actually talk to a human and determine what's happening?
dagnyt
2 Messages
14 days ago
The other utility mentioned is fiber going into our neighborhood. Maybe they'll talk to me when I'm having trouble...
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XfinityThomasA
Official Employee
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2.3K Messages
14 days ago
Hello, dagnyt! No one likes a service interruption, including us! As a quick reminder; the best way to receive updates about your services is by using the Xfinity app, the Status Center via (https://www.xfinity.com/support/status), or by texting OUT to 266278 (COMCST):*
Tip: Add 266278 to your phone's contact list so you have easy access to text commands.
*Note: Message and data rates may apply.
Our team would also be happy to help. Please send a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forum's page.
Here are the detailed steps to direct message us:
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