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user_so14eq
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2 Messages

09/06/2026 1:25 PM

Service Outage Complaint

There has been a service outage in my area since September 4th. The usual local troubleshooting steps has not resolved the issue. My apartment building and other nearby buildings and residents remain out of service. The lack of action on XFinity’s part has been unacceptable. In fact, there were XFinity trucks and personnel here to supposedly fix the issue and then all of a sudden, LEFT without resolving said issue, RIDICULOUS!

This same issue occurred back in July when another service outage occurred and it took XFinity 4 DAYS to resolve the issue. I mean that is just unacceptable!

Is this a normal part of XFinity’s resolution process? To leave customers out of service for days on end? If it wasn’t for our apartment company’s contract or whatever it is, we would have switched providers a long time ago.

Our internet remains down and XFinity remains to be seen doing something about it.

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4 hours ago

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EG

Expert

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120.6K Messages

5 hours 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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XfinityPeterH

Official Employee

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3K Messages

5 hours ago

 

user_so14eq I can completely understand your frustration, especially with this service interruption lasting several days and after experiencing a similar situation previously. We know how disruptive it is to be without service, particularly when multiple residents in the area are affected.

While our field teams are actively working to restore service, we're only able to provide the information that has been shared through our service interruption reporting systems. Restoration times are estimates and can change as crews continue their work.

For the latest available updates, please continue to monitor the Xfinity Status Center and outage map. We truly appreciate your patience while crews work to resolve the interruption and restore service as quickly and safely as possible.

 

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user_so14eq

Visitor

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2 Messages

Let me know if you need my specific area of service.

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4 hours ago

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XfinityPeterH

Official Employee

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3K Messages

 

user_so14eq If you'd like, we'd be happy to take another look at the address with you. I do want to set expectations that the information available to us is the same information displayed in the Xfinity app and through the link I shared earlier. That said, we're always happy to double check and make sure nothing has been overlooked. 

Send us a DM with your full name and complete address.

How to Send Us a Direct Message:

  1. Click "Sign In" if necessary.
  2. Click the "Direct Messaging" icon.
  3. Click the "Start new conversation" (pencil and paper) icon.
  4. In the "To:" line, type "Xfinity Support".
  5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
  6. An "Xfinity Support" graphic will replace the "To:" line.
  7. Type your message in the text area near the bottom of the window.
  8. Press Enter to send it.

For an example of how to send us a Direct Message, check out this link.

https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514

 

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4 hours ago

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