Hi there, @user_m7ew54. We are here to help and appreciate that you posted. I want to ensure I am on the same page with what is happening. How long has your service been offline? Are you seeing a area interruption message when you check the My Account app or our website?
Its been off for over 2 weeks. When I go to the app it says "Your home internet is offline due to an outage being fixed in your area." It has said this since day 1. No updates, no progress. Just constant notifications that our bill is coming due. Your app is completely unhelpful and confusing. Your mobile hotspots are worthless. Power has been back on for a week now...and nothing.
I am sorry you are feeling that way, @user_m7ew54! It sounds like there is a job still open that is taking some time to complete so we can restore your service. The technicians give us the same information and will update that with an estimated time as the work gets close to being completed. Though the billing continues as normal since that is an automatic process. Once the issue is resolved, you can place a credit on your account for all the downtime in service using our website, xfinity.com/support/status.
Please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging icon located at the top right of this forums page.
Here's the detailed steps to direct message us: • Click "Sign In" if necessary • Click the "Direct Message” icon (upper right corner of this page) • Click the "New message" (pencil and paper) icon • Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list • Type your message in the text area near the bottom of the window • Press Enter to send your message
<Edited: link and instructions to send DM>
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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 a reply as the Accepted Answer.
@XfinityRay wrote: "... It sounds like there is a job still open ..."
Yes, it does "sound like there is a job still open", but shouldn't a Comcast/Xfinity rep be able to find out if it actually is? You've given the usual mountain of reasons why you don't know, but why can't this $100 billion company do better???
XfinityRay
Official Employee
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3.6K Messages
1 day ago
Hi there, @user_m7ew54. We are here to help and appreciate that you posted. I want to ensure I am on the same page with what is happening. How long has your service been offline? Are you seeing a area interruption message when you check the My Account app or our website?
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BruceW
Gold Problem Solver
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27.1K Messages
6 hours ago
Yes, it does "sound like there is a job still open", but shouldn't a Comcast/Xfinity rep be able to find out if it actually is? You've given the usual mountain of reasons why you don't know, but why can't this $100 billion company do better???
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