Visitor
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5 Messages
Outage Estimate Help
I have been experiencing a service outage for almost two days due to a bad storm in the area. I have called customer support and can not get any info or talk to a person about when the service is estimated to be restored. I have seen the outage map that shows I am part of an outage of 51-500 people, but no restoration estimate.
There are multiple people in my house that work 100% remote and we need to provide an estimate to our employers and make alternate plans to find connectivity. Is there any way we can get more info on this outage?
XfinityGabriel
Official Employee
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2.2K Messages
2 years ago
Hi, @user_616d3b! Thanks for spending your time to visit XFINITY over our forums page for help with the service interruption. I hope all is safe after that bad storm. I work remote too so I understand the inconvenience that is caused to not have an estimated time of solution. We can help and pull up the account to get more details of what's going on. As far as getting the estimated time of solution, we would have the same estimate that is found in our Status Center. Have you heard of it? Here is a great link for more details on checking the connection status of your equipment and for checking on the status of a service interruption. https://www.xfinity.com/support/status/ You will want to sign in with your XFINITY ID and password at the welcome page.
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user_616d3b
Visitor
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5 Messages
2 years ago
I have been checking the status center for updates/estimates. Am I missing something? This is the only reference to the outage I can find for the last two days- “Once the area is safe, our teams will begin to repair the network to restore services as soon as possible.”
It hasn’t rained for two days so I dont feel I am getting updated information. Is there any way to get an actual estimated time of restoration?
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XfinityGabriel
Official Employee
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2.2K Messages
2 years ago
Great question, @user_616d3b. You can check to see if an interruption has been reported in your area in a few different ways in addition to the Status Center. This would be the same information that we would have for you over social media. Here is a great link to more details on the other ways to check the status of an interruption. https://www.xfinity.com/support/articles/check-service-outage Rest assured, we have your back and will keep this case open to stick with you until we confirm that the interruption is resolved and services are restored back to normal. I can also schedule you a text notification for when the interruption is estimated to end. How does this sound?
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