Outage update

Hi @cuisinart Thank you for commenting on the Xfinity Community Forums. I am happy to look further into your interruption if you are still seeing it. We appreciate your feedback as well and will be happy to pass it along. If you need assistance with your account please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

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Hello Janelle, nice to talk with you.  Internet access was restored after power came back on for the neighborhood, after 3 days of being out.  I have 2 questions:

1) What is the expected up-time of xfinity cable internet access following a power outage at your distribution center/node for my neighborhood (assuming I have backup power)?

2) Why does Comcast/xfinity feel that I am not eligible for a refund when your downtime is due to inadequate backup power investment at your distribution nodes?

Thank you!

HI! I am happy to help answer some questions for you. Once it has been determined safe for our technican to start assessing nodes and neighborhoods they will do that. In the event of power outages they will wait to hear from the Utility company then start our process of restoring services to homes.  Depending on damage can depend on how long it takes to get services back up and running. If your home has power you may still be without service until power can be restored at the node which may or may not be super close to your home. The time without service was due to a power outage from the electrical company and a winter storm, this would be the reason behind the message you received on the status center for credit. 

@user_fvt3q2 Thanks for reaching out. Services may be out in your area due to a number of reasons, including but not limited to weather, power interruptions or other outside factors. When a service loss is declared in an area, our teams are notified and will work as quickly and safely as possible to ensure everyone is back up and running. We offer convenient self-service options to check service interruptions through My Account, the My Account App, or the Xfinity Status Center at http://www.xfinity.com/support/status. This is where you would get the most up to date information including ETAs. This is the same information all representatives have as well. Credits are applied once the service loss in the area is cleared. Once fully resolved, there is a way to request a credit online, and we will check to see if you are eligible! Visit the link: https://www.xfinity.com/support/account-management/credits/outage/details?client_id=helpandsupport&continue=https://www.xfinity.com/support/status&linkId=149261291. 

It is out since 1/13/24 5 pm

@user_2eff47 Hello! We would recommend visiting our Xfinity Status Center (https://www.xfinity.com/support/status) if there is an ETA established this is the best place to locate any information that is available.

thanks, I am cheking regularly. I still have issue and looks like xfinity is working on it (as per the website acknowlegdement of the issue. Not much visibility on issue and ETA beyond it,)

I still have issue. No internet since 1/13 5pm and no update.  Online  massage on status page saying service is out.. 

Hello @user_z7ykp5. Before services can be restored to an area, the power must be back to all customers. Our infrastructure runs off of power, so if a section of the area is without power, services will be down. Once the power company restores power and it is safe for our team, the maintenance team will work as quickly and safely as possible to get everyone's services back.

ok wish for safety of the staff.  So your station doesn't have power soewhere. Hard to believe tshi general aswer as Ziply is back now and they had the same issues in our neighborhood. 

Ziply was back yesterday and they fixed cable breakage off Laidlow. (after power company fixed major issue on NW Laidlow 2 days back)

@user_2eff47 Not having power is one of the possibilities as to why it would take longer to fix. We also have fiber in place which is very delicate to work with and to complete repairs. We promise we are doing all we can to resolve this. Thank you for your continued patience.

Hey there, user_cly1u7! I'd be happy to look into this for you. In order to get started can you please send me a private message to Xfinity Support with your full name and full address by clicking the chat icon in the top right?

Greetings again, @user_z7ykp5! I'm sorry to hear you're still having issues in your area. I know how frustrating it can be when you don't have any details about what's happening or what's being worked on, but you have definitely come to the right place for assistance.

If you could 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 look into this for you.

To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.