Outages

Question

We have been without Internet for 2 1/2 weeks.  I can't get anyone to even give me an estimate of when it will be restored.  My daughter submits ALL of her school work via Internet, and I work from home.  We need our service, and we need to know when we can expect it to be restored.  After our power went out, you couldn't move about in the city without seeing an electric truck.  I know numerous people without their Xfinity/Comcast service.  I haven't seen one Comcast truck on the road.  Knowing that there are a lot of people without service in the Nashville area, you should have all hands on deck and be bringing in service people from other parts of the country.

EG · Answer

Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.

XfinityGabriel · Answer

user_yoz9n7, Oh no! Thanks for reaching out and for bringing this to our attention. I’m truly sorry for how long you’ve been without service. Going 2½ weeks without Internet is incredibly disruptive, especially when you and your daughter rely on it for work and school. I completely understand why you would be frustrated and why you’re asking for a restoration estimate as someone who works from home myself. I know it’s been difficult not seeing technicians in your area, but I want to reassure you that interruptions for a specific scale often involve repairs that may not be visible from the street, even though crews are actively working. Large interruptions also require coordination with local utilities and city permits, which can affect the timing of repairs. Don't worry. You've come to the right place for support. Here’s what I can do for you.

I’ll check the most up‑to‑date information on the interruption impacting your service.
I’ll confirm whether an estimated restoration time is available, and if not, I will continue to monitor for updates.
I’ll make sure your account is documented so you receive the appropriate service credits for the full duration of the outage.
I’ll keep ownership of this issue and ensure the teams working on this are aware of the impact on your household.

To further assist, please send us a direct message with your first/last name and full address so I can ensure I pull up the correct account to take a look at what's going on. You can start by clicking the "direct message" icon in the upper right page of our forum page.

Customer Service

user_yoz9n7

Outages

EG

XfinityGabriel

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