Power Outage 3/15/26

Question 1: why can you not provide details about an outage as simple as “downed line due to storm“? You mentioned in a generic message that your teams were working hard to restore service when you could have said our crews were taking Sunday off and will be back Monday as no crew was working today. You could have provided ANY details other than “we are working hard”. I have photos of the downed line with not a single person around. Your customers simply want to be aware of what’s happening. To be honest, no response may have been better than receiving the exact same generic response 24 hours apart.

Question 2: When is service actually expected to return?

Question 3: Why is it impossible to reach an agent on the phone? Your automated response system texted me stating “due to the outage, we cannot connect you to an agent”. When I called the Xfinity 800 number, your system told me the same and immediately hung up on me. Your customer care is about as helpful as your air conditioning is in the middle of winter in Michigan.

Responses

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XfinityMarshante

Official Employee

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978 Messages

3 hours ago

Hello @Palm9473, thank you for taking the time to leave a post. I completely understand why you would want more specific information, especially when you can physically see the issue in your area. Service interruption updates you receive are generated based on the information our systems have confirmed. There could be multiple issues in the area other than the line you see. We do appreciate your feedback, which will help us improve the customer experience.

You can always check the most up-to-date status of a service interruption through several options: the Xfinity app, the Xfinity outage map, and through text message alerts. The information shown in those tools is the same real-time service interruptions information that we have access to on our end as well. I’ve also included an article below with helpful steps on how to check for service interruptions, just in case you need it here. Service interruption times can shift depending on safety checks, the extent of the damage, and crew availability.

When there’s a service interruption linked to your account, the system will always display the most up‑to‑date information available. I know that can feel limiting, but it ensures everyone is seeing the same real‑time updates. We’d be more than happy to take a closer look at your account to see if there’s any additional information available on your specific area.

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, we'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.

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Customer Service

Palm9473

Power Outage 3/15/26

XfinityMarshante

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