2 Messages
Urgent: Internet Outage for Over 24 Hours – No Updates or Support Available
My internet has been down for over a day, and I have yet to receive any updates on when service will be restored. There was a power outage in my area, but power has since been fully restored, yet my Xfinity internet remains offline.
I have attempted to contact support through both phone and live chat, but I am unable to connect with a live agent. The automated system does not provide any useful updates, and I need to understand why the outage is still ongoing and when it will be resolved.
Please provide a clear update on the issue and an estimated time for resolution. This prolonged outage is highly inconvenient, and the lack of customer support access is frustrating.
I appreciate your prompt response.
I am extremely disappointed with the lack of communication and support regarding the ongoing internet outage in my area, especially I am unable to reach out to an agent.
EG
Expert
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110K Messages
2 months ago
Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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XfinityAldrik
Official Employee
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2.1K Messages
2 months ago
Thank you for reaching out to us @user_ybc6yy! I completely understand wanting to know when your services will be restored. While you may have power, our network equipment and lines further up the line may be without power. Depending on the cause of the power interruption, there may be other factors making an estimate unavailable.
Often times when a tree falls on our lines, our lines are side by side with electrical lines. When this happens, the power needs to be shut off to those lines while the tree is being removed. From there, the local electric company’s repairs take priority over our repairs. As a result, we need to wait for the tree to be removed and for the local utility company to complete their repairs before our technicians can begin repairs. This will cause an estimate to not be available until we can begin our repairs.
To stay updated on the interruption status, we highly recommend routinely checking out our status center here. Is there still an interruption reported in the status center?
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