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user_akgw1d
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Thursday, September 12th, 2024 11:05 PM

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Speak to a live agent

I need to speak to an actual human being. The phone number just hangs up, and the chat AI takes me in circles. I need to speak to an actual person who can give me a real time estimate of service restoration so I can make decisions. We work and school from home, to have no internet all day and no communication about restoration is infuriating. 

Question

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Updated 

8 months ago

115

1

XfinityMartyR

Official Employee

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2K Messages

8 months ago

Thanks for reaching out user_akgw1d! I do apologize for the service interruption that is impacting your area. The best resource for our customers to check the status of a service interruption is the Xfinity app or the status map. Those resources will have the same information that we all have. Sometimes an estimated time can be provided by our local teams, and sometimes not depending on the severity of the issue. Our local teams work fast, and safe to have services restored because we all know the impact when they are not working. 

 

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user_akgw1d

3 Messages

@XfinityMartyR​ The outage map provides no helpful information. It says it’s due to a power outage, with estimated repair time “as soon as possible.” I’ve driven around, there is no power outage in our area. Going on 9 hours with no service and no idea when it will be repaired. And no ability to ask a “local team” what’s going on. 

8 months ago

0

XfinityMartyR

Official Employee

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2K Messages

@user_akgw1d Thanks for the additional information! This is actually helpful in a way. While there may be power at your location, commercial power may not be available to parts of our network that power our services. The power interruption can be at the Node level, cable plant, or headend. When this happens the local crews work closely with the local power utility on reaching a resolution. I know it's frustrating! Especially when you rely on our services for work, and school. We thank you for your patience! 

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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.tick

8 months ago

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