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lauren602
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Regular Visitor

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3 Messages

Thursday, August 29th, 2024 9:56 PM

When will my outage be resolved? All I get is estimated restore of "as soon as possible" - since it went out 8/27/24

Had a big storm by me 8/27 which knocked out the power and Xfinity. Power came on just before midnight but Xfinity (internet, TV, phone) still down. Best I can get on the outage map is a restore time of "as soon as possible". I took a look at the map - the neighbor to the right of us + right behind us + across the street ALL have service. I went across the street in the other direction and those houses are ok too. Can anyone give us something? What is the problem, what kind of time frame are we looking at? Why is it JUST MY HOUSE? Last night (8/28) it did have estimated restore Friday 8/30 5pm... but by this morning back to "as soon as possible".  Plus I looked at the reimbursement program for outages - says weather does not qualify. I get it, you cannot help that... but I am paying for 31 days of service and you are not providing anything I am paying for going on 2 days now (probably more). 

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lauren602

Regular Visitor

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3 Messages

6 months ago

I tried the Xfinity (AI) assistant and all it does it apologize and point me to service center. I cannot seem to get a human on it. I know the phone will be the same way too. This is frustrating. 

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XfinityJohnG

Official Employee

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1.5K Messages

Thank you for reaching out to us here @lauren602. We can definitely take a look at any service interruption from here for you. Could you send me a direct message with the full name and complete address for your service? 

To send a direct message [private message]:

   Click the "Direct Message" icon or  https://forums.xfinity.com/direct-messaging

   Click the "New message" (pencil and paper) icon

   The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.

   - As you are typing a drop-down list appears. Select "Xfinity Support" from that list.

   - An "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.
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6 months ago

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user_bmn78h

1 Message

@XfinityJohnG​ internet has been down for 14 hours in Coon Rapids.  The map indicates more than 2000 households affected.   Is there any time frame on a resolution?  The last text message was at 6:45 pm yesterday. Very poor communication. 

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6 months ago

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XfinityChristy

Official Employee

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1.8K Messages

 

Hi user_bmn78h, I'm so sorry to hear that your internet has been down for so long and that the communication has been less than ideal—especially when you're dealing with a service issue that affects so many households. I completely understand how frustrating this must be, and I'm here to help. I’ll look into the situation right away and see if I can get an updated time frame for the resolution. We’re committed to getting your service back up and running as quickly as possible. To get started, please send our team a Direct Message with your full name, the name listed on the account (if different), and the service address associated with your account. 

 

To send a "Direct Message" message:

Click "Sign In" if necessary

Click the "Direct Messaging" icon at the top of the page (looks like a text bubble)

Click the "New message" (pencil and paper) icon

Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that 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

 

Thank you for your patience and understanding!

 

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.
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6 months ago

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user_r5ggf4

3 Messages

Very poor communication 

the service needs to be restored . Power is back the net should not take as long. [Edited: "Inflammatory"]
 

(edited)

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5 months ago

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user_v7kwfn

1 Message

6 months ago

I have this question as well. I’m going on three days with no internet but my power is back. The map of my area says it’s just me and then a few miles up the road is  the next closest person who is out. ASAP isn’t a very helpful time frame btw. Can we please get more information please? 

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user_6cwfsl

1 Message

5 months ago

I am still out and this is getting ridiculous. We have water back which was a big problem but the fiber optics that run to the mid should not have been compromised. Why do I not even see trucks here in Longboat Key. 

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XfinityAlfonso

Official Employee

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1.4K Messages

Hello user_6cwfsl we are glad to hear that you have gotten some utilities back, and our hearts go out to you and others affected by Hurricane Helene. We are working as quickly as possible to restore services, and you can find more information at the sites below. 

 

Xfinity Status Center 

 

Comcast Florida Storm Response

 

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.
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5 months ago

RichieFischer

Visitor

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1 Message

5 months ago

I'm having the exact same issue! I called and they said something about it can take up to 14 days and they had a manager or someone who deals with ticket numbers call me back and they didn't even know anything about the 14 day thing.. makes you wonder if they really value their customers. You can't leave people in limbo with children esp when you don't have good cell signal where you live either. My bill is outrageous as well and severely upset that they don't seem to send out consistent updates 

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XfinityMarcus

Official Employee

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1.2K Messages

RichieFischer thank you for using the Community Forums page to reach out to us. I know how important working service is and completely understand your desire to get things back up and running and swiftly as possible. I can assure you that we absolutely value wonderful customers such as yourself, and I would be more than happy to also look into your billing concerns in the meantime. Please send us a direct message with your full name and complete service address to get started.

Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Messaging" icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message. 
 

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

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5 months ago

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user_popfz9

1 Message

4 months ago

After hurricane Milton, I’ve been without internet going on day 3. Im trying to understand why something that goes through the grounds is having such issues, my power came back last night. My cell service is terrible and my kids are home schooled. We have no way to use any of our electronics because of the internet being out. I don’t see any xfinity trucks anywhere in palm beach county working on things. My area barely got any bad weather besides some wind no flooding. Why is the internet still out. The outage map makes it look like nothing has been worked on. Our area in West Palm Beach is safe and not much damage, why are they not fixing this issues.  

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XfinityJeniece

Official Employee

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2.8K Messages

 Hey there, user_popfz9, thanks for reaching out through Xfinity Forums regarding your service interruption. I am happy to hear you and your family were safe during the storm. I understand how important it is to be connected especially with your kids in home school! I would be happy to take a look at your account to see if we have any additional details! 

 

To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon or  https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list
- An "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

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4 months ago

0

user_yr7jsi

1 Message

1 day ago

I haven't had internet service for 5 days now and can't get a human to talk too about it. All I keep getting is a "soon as possible" restoration time frame. My neighbors xfinity is working but not mine. I got an text saying my service was back on but that wasn't the case AT ALL.. I work from home and can't even do that with this mess. The communication is the absolute worst or lack there of should I say. Y'all want customers to pay their bills on time but won't let us talk to a human. The dumb bot doesn't help at all, in fact it does nothing but frustrates people more. Can I please get an time frame for when my service will be restored. Also, I bet y'all try to not give me any money off for this mess either. All I'm saying is I pay for the month and as of right now, 5 days (probably will be more)out of the month I wasn't able to use my services due to yalls outage 

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XfinityRay

Official Employee

 • 

2.5K Messages

Good evening, user_yr7jsi! I apologize that you have been offline for so long. I understand that can get very stressful when you work from home. The Xfinity app and Status Center show the same information we see on our end for an estimated end time. The technicians in your area provide that when we are able to. There are sometimes factors where we are unable to provide one such as working with local utilities or if there is extensive damage to our network where multiple jobs have to be completed. The team will update that with a time as they get closer to resolving the issue(s). We are glad to take a look at your account as well!

For a credit for your downtime in service, you can apply that yourself. To do this you will go online to our awesome Status Center, and sign in with your Xfinity User ID. The interruption does need to be fully resolved and within 90 days. This link shows how to apply it. There are just a few things to fill out, the credit is determined and confirmed right there! Please be aware this will appear on the next billing statement issued after being applied to the account. I have used this myself and its super easy and takes no time at all!

Please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging icon located at the top right of this forums page.

Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message

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

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1 day ago

0

user_ydctvz

1 Message

Ray 

I can't figure out how to private message you. My service has been down for over 24 hours & it has no ETA, I'd love to get a bit of assistance with the matter please. 

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1 day ago

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