Visitor
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2 Messages
“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
XfinityAlyssaA
Official Employee
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2.6K Messages
17 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.
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