U

Visitor

 • 

2 Messages

Tue, Oct 26, 2021 3:02 AM

Closed

Outage update

No Comcast internet, tv or phone for over 16 hours 

and no information as to why and estimated time to repair. 

Anyone have any information?

 Thanks 

XfinityGina

Official Employee

 • 

635 Messages

1 y ago

Hi there, @user_4b4fea!

 

Sorry to hear that you are without service! You can find the most up-to-date information in the online Status Center, where you can also sign up for text notifications, and in the My Account app or portal. We try really hard to make sure we provide realistic estimates so if there isn't an estimated time of resolution yet, it's likely because there is still work to be done to figure out a timeline or we are waiting for another entity (ie: emergency personnel, power or electric company, etc) to complete their work so we aren't in the way or endangering anyone. 

 

I hope that helps to explain! I know how inconvenient it is to be out of service so if you need to work on things, we do have these hotspots that can be used, although I would recommend going to one out of the area.

Visitor

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2 Messages

@XfinityGina 

thank you for replying 

However, I think is very poor customer relations to be down for so long and not provide any information as to cause and timing. Makes getting work done very difficult. 

XfinityGina

Official Employee

 • 

635 Messages

I can certainly understand that, and I'm sorry that there hasn't been an update. I can look into the interruption and see if there is a cause noted, if that will help you, but if there is no estimated time of resolution online then we wouldn't have one either, as a heads up. If you'd like for us to check, you can send us a direct message using the following instructions:

(Full credit to @BruceW for this excellent explanation!) 

"Search for Xfinity Support" won't work. To send a "Direct Messaging" message to Xfinity Support:

 • Click "Sign In" if necessary

 • Click the "Direct Messaging" icon or https://comca.st/3EeSAQR

 • 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

 •  - An "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

See https://comca.st/3Gqi28e for an example.

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Visitor

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3 Messages

1 y ago

Xfinity please provide updates!!!

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