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JU926
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09/06/2026 1:42 PM

Outage

There has been an outage in my area for over 60 hours. It says it’s due to the weather but the extreme weather ended hours before the outage. Now I have no update and no idea when I will have internet again and absolutely zero information. I’m just sitting here like an idiot paying for internet and getting nothing. 

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11 days ago

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XfinityTommy

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11 days ago

JU926 Residential power and commercial power are unfortunately not restored on the same timeline, residential power always gets turned on faster. Our service signal nodes and equipment works on the commercial power grid. The Xfinity app does have the same restoral information our teams have access to. Timing wise, I can assure you that our local teams aim to get these situations resolved asap, but we are limited to the scope of repairs based on availability to equipment service per power availability. 

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JU926

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4 Messages

11 days ago

We never lost power. Only internet. 

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XfinityTommy

Official Employee

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3.1K Messages

JU926 From the status you had mentioned that was showing in the Xfinity app, we did have some issues with the local commercial power that is the source our signal relay equipment. We would be happy to check things from our end to see what the current status is showing. Could you 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.

To send a Direct message:
Click "Sign In" if necessary
• Click the "Direct Message" icon
• Click the "Start New Conversation" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears.

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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11 days ago

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JU926

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11 days ago

I have no idea how to follow those instructions you just listed. I can’t even see your message on this forum, only in my email. I just want to speak with a human being who can give me a real status update bc this is beyond ridiculous. No ai bot, no unhelpful forum just a real person. 

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XfinityTommy

Official Employee

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3.1K Messages

JU926 We are a corporate based team that supports our forums. All you need to do is go to the link below and that would loop you to our conversation on the forum to follow the steps listed above. If you prefer to speak on the phone, we always have our phone support, but our team is truly a corporate team and would love to help, but our support is dedicated to our forums.

 

https://forums.xfinity.com/conversations/customer-service/outage/6a9d6dc50436a8202cffbd3d?commentId=6a9d71178e6b2f40dcb26c20

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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11 days ago

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JU926

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11 days ago

I cannot see any responses in this forum, I only see them in my email and it’s impossible for me to follow your prompts. If you could email me with a phone number I could contact you at directly I would appreciate it. [Edited: "Personal Information"]

(edited)

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XfinityTommy

Official Employee

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3.1K Messages

JU926 I provided the link to forums conversation in my previous post. Unfortunately, our communication is dedicated here to our forum. If you would like to speak with someone on the phone, you would need to reach out to our customer service phone at 1-800-934-6489. 

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 as Best Answer.tick

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11 days ago

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