1 Message
Outage Update-Franklin, Tennessee
Internet and TV now down for 2 days. Update map shows fluctuating outage numbers (somewhere between 3 and 2000) and "severe weather" as the cause with repairs underway now for the last two days. It snowed 3 days ago but the roads were dry yesterday and today. There was a time that the service was supposed to be restored that was 40 hours ago. My wife and I work from home and she has gone to stay at hotel for a decent wifi signal so that she can work. My only contact is the chatbot that promises an update on the outage but has never provided one. It would be nice to know exactly what is causing the extended outage and if it will ever be repaired. This is beyond frustrating and lack of communication other than the annoying chatbot promising nonexistent updates makes me want to find another ISP.
Accepted Solution
XfinityVianney
Official Employee
•
2.2K Messages
1 year ago
Hi, @user_akmdvf. Thank you for reaching out. I hope you are doing well given the circumstances. I understand your network has been down for some time, and you have not seen any new updates. To be upfront, we don't have direct contact with the local teams doing the work, so the information you see regarding the status on the app is the same we have here. I'll be glad, however, to dive in to provide more context about what is going on.
I ask that you reach out privately, so we can cover the details of your account. You can start by clicking the chat icon located in the top right corner of your forums page when signed in. Once there, you can direct your messages to "Xfinity Support." Please add your full name and service address to help us locate your account. Let me know if you have any questions.
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