Visitor
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1 Message
outages
Hello,
There has been an outage in my area for ongoing 2 days. I work from home, so this has been super frustrating to find an alternative so I can continue working without Internet. Last night, the outage was supposedly resolved, however, I noticed that my service had not been restored. I called Xfinity last night to see what the issue was, and in the middle of my conversation with the representative, I was played an automated message stating that the call center was now closed and to call back during normal business hours. The app only says that there has been another outage and they are attempting to restore service. It seems that no one can provide any information or updates to at least inform what is going on, or at least provide an alternative in the meantime while service is restored. This has been super frustrating as I am not sure when service will be back to normal so I can go back to normal with my job. Any assistance with this matter would be greatly appreciated.
EG
Expert
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110K Messages
1 day ago
Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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XfinityJustinC
Official Employee
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1.2K Messages
1 day ago
Hello, @user_61fyzd thank you for reaching out over Xfinity Forums. You've contacted the right place for assistance, and working from home myself I completely understand where you're coming from with trying to get an update. I did want to help get the proper expectations set up that we usually only are able to see the same information provided either at the Xfinity Status Center: https://www.xfinity.com/support/status or Xfinity App.
From experience, when there has been maintenance work or service interruptions I have been at times able to locate an open hotspot near me that I've been able to connect to. Here's a helpful article off our website that has more info on Xfinity Hotspots: https://www.xfinity.com/support/articles/about-xfinity-wifi-internet
I'd definitely like to investigate further to see if I'm able to locate any additional information on the ETA for service restoration. Since I will need to gather some information to locate your account, and we don't want that in our public conversation. When you have time, please send a direct message.
To send a direct message:
Click "Sign In" if necessary
• Click the "Direct Message" icon in the upper right - it looks like a chat bubble
• Click the "New message" (pencil and paper) icon just to the right of Conversations
• Type "Xfinity Support" in the "To:" line - do not use the Employee's name!
• Type your message in the text area near the bottom of the window
• Press Enter to send it
To expedite your request, we ask that you please include your name, the account holder name (if different), and the service address
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