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user_oi20qm
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3 Messages

Saturday, June 21st, 2025 9:55 AM

Outage information

Severe weather caused an outage in my area, but there have been 0 updates for almost 48 hours now. Can I get some information on what’s being done? The outage map says “under investigation” but it’s been 2 days. 

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Updated 

9 minutes ago

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XfinityRoberto

Official Employee

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1.8K Messages

2 days ago

Hello and welcome to Comcast! I am sorry to hear that severe weather has caused your service to stop working. You are in the right place and we are happy to take a look at the account and see if there are any updates. 

Please send us 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 forums page.
Here's the detailed steps to direct message us: 
 • 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

Let me know if you have any questions.

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user_d9xkiv

Visitor

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1 Message

1 day ago

My internet went down Thursday because of the storm, but was repaired Friday. It then went out again Friday evening, and didn’t come back until Saturday afternoon. Then, once again, it went out Saturday evening. Each time, the automated assistant tells me there’s an outage because of severe weather, but there’s been no severe weather for 48hours. My internet has come back, and gone down again, twice with no change in the weather. SO WHAT IS GOING ON??? Is it too much to expect some information for a service I AM PAYING FOR when it’s not working, and not just an automated response that tell me nothing? This is customer service?

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XfinityAmandaB

Official Employee

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2.3K Messages

 

user_d9xkiv I apologize for any inconvenience these interruptions may have caused. When you see the alert for interruptions and it states severe weather, that can mean a few things. Of course, ongoing weather is causing an issue, but more often it is used to indicate the damage was caused by a storm. Areas impacted by storms that leave debris or that encountered a large amount of damage also have to be cleared and declared safe before our work crews can get into some locations to complete needed work. If you were affected by a recent service outage, you may be eligible for a credit to your account. If your account meets eligibility, including not having reached the maximum credit limit, a credit will be applied automatically.

To see if you are eligible for a credit from a recent outage:

Navigate to the Support page.
Scroll down to Outage map and credit.
Click Check credit eligibility.

 

I am an Official Xfinity Employee.
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1 day ago

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user_oi20qm

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3 Messages

“Ongoing weather.” It was gorgeous for the past 2 days. Telling people “as soon as possible” is saying nothing. It could literally be any time between when this is posted and the time of my death. Your company is worth well north of a billion dollars. Do better. 

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1 day ago

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user_ggebnw

Visitor

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3 Messages

1 day ago

My internet went down on Thursday at 5:30pm after the storm and hasn’t been on since. It’s Saturday night and the app says estimated time of restoration “as soon as possible”. basically everything in our house uses the internet and we have 3 kids under 10 years old.  We literally have a smart home…. I need clear and definitive time of restoration or we will be taking our patronage elsewhere because not having an update or phone number to call to talk to a real person is actually crazy. 

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XfinityMartyR

Official Employee

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2.3K Messages

user_ggebnw Thanks for reaching out, I do apologize you are experiencing a longer than expected service interruption. The best place to check for updates is the Xfinity Status Center. This tool ties in directly with the same tools Xfinity Representatives have to report on local service interruptions. Depending on the severity of the storm, there may be several factors to consider when services have been impacted. 
Most of the time longer than expected interruptions can be due to power loss along our network. Our local teams work closely with other utility companies, and often times have to wait for their work to finish before our teams can start repairs. We do thank you, and your family for all of your patience as our local crews work towards a solution. 
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.
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1 day ago

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user_ggebnw

Visitor

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3 Messages

@XfinityMartyR​ No, the Xfinity status center has had the same status since Thursday; “estimated restoration time: as soon as possible”. That’s not a time. It’s now Sunday night. What type of reliability is this? And according to the site “severe weather” doesn’t qualify you for an outage credit? Are you serious? That’s laughable. Strike one, terrible reliability. Strike two, zero customer service during this whole process. Is there a strike three on the way?

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3 hours ago

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XfinityAbby

Official Employee

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269 Messages

@user_ggebnw I understand it is very frustrating when you have a service interruption especially when you have a smart home that relies on internet to run many components of your home. I can assure you our teams are working as quickly as they can to get your services restored. 

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.
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3 hours ago

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user_307e76

Visitor

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1 Message

1 day ago

My internet has been down since Friday when my power came back on. Is there an estimated time when it will come back? It is in the Annapolis area

(edited)

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XfinityAbby

Official Employee

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269 Messages

Hello @user_307e76. Thank you for reaching out on our Community Forum. I know how important it is to have your services restored quickly. Have you been getting text updates about your service interruption? 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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1 day ago

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user_oi20qm

Visitor

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3 Messages

No one has been getting text updates, because you haven’t been doing anything. 

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1 day ago

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user_nn4eyd

Visitor

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11 Messages

17 minutes ago

Nearly 5 days and not one single update.  The person running customer service should be fired.  

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XfinityRay

Official Employee

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2.9K Messages

I understand 5 days is a long time, user_nn4eyd. I apologize we have not been able to get you back online just yet. There are multiple repair jobs going into restoring your service. Some of those have been completed and the others are being worked on. As the team gets closer to restoration you will see the app update with an estimated time. We are still continuing to monitor this for you for any additional updates. 

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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9 minutes ago

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