Skip to main content
user_rfuqxv
1st Topic

Visitor

 • 

2 Messages

Wednesday, April 29th, 2026 11:56 PM

“Under Investigation”

Had an outage today, 4/29/26 starting at 11AM. It’s now 8pm, and the app has shown “under investigation” the entire time and an expected resolution of “as soon as possible.” The AI assistant is useless, and the phone system won’t even allow me the option to speak to someone because of the outage.

What does this mean? I just want some kind of resolution time. I work from home and already had to miss a day of work because of this

Question

 • 

Updated 

6 hours ago

10

1

0

Oldest First
Selected Oldest First
XfinityAlyssaA

Official Employee

 • 

2.6K Messages

6 hours ago

Good evening @user_rfuqxv,  and thank you for reaching out to our Community Forums regarding your service interruption. We’re very sorry to hear that your service is currently down and understand how inconvenient this can be.

 

Have you had a chance to check the status through our online Status Center at https://www.xfinity.com/support/statusmap? Depending on the scope of the issue, there may not be an estimated restoration time available yet. This often means our technicians are actively repairing damage and are unable to predict an exact completion time, or they may be waiting on repairs from another utility provider.

 

Please let us know if you have any questions or if there’s anything further we can assist with while service is being restored.

 

2

0

user_rfuqxv

Visitor

 • 

2 Messages

@XfinityAlyssaA​ 

Yes, I have checked the status page both in a browser and on the app multiple times over the last 9 hours. The only thing that changes is the refresh time, which is the time at which I opened the page. 

All it says is “under investigation,” which doesn’t tell me anything. It certainly doesn’t imply that any work is being done to fix this. 

Like

Reply

6 hours ago

0

XfinityAlyssaA

Official Employee

 • 

2.6K Messages

Ok @user_rfuqxv., and thank you for confirming that you’ve also checked our online Status Center and that there haven’t been any updates yet. We’d be happy to review the interruption on our end to see if there’s any additional information we can share.

 

To get started, could you please send us a Direct Message with your first and last name, along with the service address on the account?

To send a "Direct Message" ("Private") message:

Click "Sign In" if necessary

  • Click the "Direct Message chat" icon
  • Click the "New message" (pencil and paper) icon
  • Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
  • Type your message in the text area near the bottom of the window
  • Press Enter to send it

 

 

 

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

Like

Reply

6 hours ago

0

forum icon

New to the Community?

Start Here