Sunnyvale 94087 outage since Tuesday

My service went down last Tuesday and the light on my router has been blinking since then. According to the Xfinity outage map there is an outage in zip code 94087 due to “extreme weather”. The weather has been fine in Sunnyvale in the past couple of days and according to your website, some of my neighbors are not experiencing any issues at all. There have been no updates on what the problem is or when it will be fixed for more than 72 hours. Can you please help me out?

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user_b6713d

Visitor

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1 Message

3 days ago

I’m having the same issue. Every time I try to connect with a human, I get a canned response saying that nobody can help until the outage has been resolved. Xfinity - some help here?

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XfinityAbbie

Official Employee

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1.3K Messages

@user_b6713d Hello I can certainly look into any issues you're experiencing.

Please send a private message by clicking the direct messaging chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your name and address and I'll be happy to help.

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3 days ago

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user_5ab2bf

Visitor

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6 Messages

3 days ago

Why we need to send you a private message to get an update when it is clear that the problem is common and a lot of customers are suffering from it?

It's been a week that we have no service...

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XfinityDanielC

Official Employee

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537 Messages

That is a great question, and we ask that you send a private message so that we can get and provide sensitive info. While I can understand that this is frustrating and not the experience that we want for you. I show that the commercial power outage is ongoing.

The commercial power is not out at your home or location, but power is disrupted elsewhere in the network, thereby impacting Comcast’s ability to provide service.

Even if your home has power, Comcast services can be disrupted. This happens because power is disrupted affecting the overall power grid, and the location of the Comcast facilities that provide service to your home may be affected by the power interuption even if your home is not.

We do need to wait for the commercial power interuption that is affecting the equipment that provides service to you to be resolved then once we the ok from the power company we can proceed to work on any network isuses that may be present.

With our awesome Xfinity app you can get updates on interuptions, report service interruptions, and see when your service is expected to be restored.

All Comcast customers can access millions of Xfinity WiFi hotspots available nationwide in any area that is not affected by a commercial power outage. Click here to find a public hotspot.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Was your question answered? Please, mark a reply as the Accepted Answer. tick

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3 days ago

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Customer Service

user_5ab2bf

Sunnyvale 94087 outage since Tuesday

user_b6713d

XfinityAbbie

user_5ab2bf

XfinityDanielC

The commercial power is not out at your home or location, but power is disrupted elsewhere in the network, thereby impacting Comcast’s ability to provide service.

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