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larissaej
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39 Messages

Thursday, August 27th, 2026 2:16 PM

Why can’t I talk to an actual person or submit a ticket?

Xfinity, our power went out last night around 10pm.  It was restored around 12:40am.  It is now 7:10am and Xfinity still has not restored our internet.  When I try to reach someone I get a nasty AI loop and a message that amounts to “we know there is an outage leave us alone, bothering us about this won’t make us work faster.”

Really?  Why are we now being sent into rude AI doom loops?  

also I can’t even submit a ticket because I’m not the “account holder” even though I make all the payments and changes on the account.  Talk about being hostile to the hand that feeds you. 

Who wrote the requirements for this garbage? 

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33 minutes ago

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XfinityAngie

Official Employee

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2.9K Messages

1 hour ago

 

larissaej, I can understand how difficult this can be when your service is out, and you need an idea of when it will be restored. To check for a service outage with Xfinity, you can use the Xfinity app or the Xfinity Outage Map. In the app, sign in to view outage details, including descriptions, causes, and estimated fix times. Alternatively, visit the Outage Map on the Xfinity Support page, enter your address, and view outage information. You can also sign up for text alerts about service restoration. If affected by an outage, check your eligibility for outage credits by navigating to the Support page and following the prompts.
 

To use the Xfinity Outage Map, sign in and click the house icon to view outage information for your location, including:

  • A brief description of the outage and what you can expect.
  • The outage type and its cause.
  • The estimated time to fix the outage and status of repairs (if applicable).

If you are not signed in, enter your address, and then you will see the information above. Let me know if you still need assistance. 

 

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larissaej

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39 Messages

@XfinityAngie​ I want to know why it takes over 7 hours to restore service for a power outage.  I work on East Coast hours and I WFH.  From 3am until now I can’t even go to another location to work.  Shouldn’t there be on call techs?  Or did Xfinity fire them all/cut those hours and assume no one needed their service outside of business hours?  

We have our modem/router/switch on a UPS so they were operational during the power outage.  What is your excuse?  It’s sad when customers are better prepared than major ISPs.

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50 minutes ago

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XfinityAngie

Official Employee

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2.9K Messages

 

larissaej, 

I completely understand your frustration. Even if your modem and router stayed powered on with a UPS, parts of the Xfinity network outside your home also rely on power and can be impacted by utility outages or damage that requires field crews to repair. Comcast does have technicians and network teams that respond to outages 24/7, including overnight restoration efforts.

That said, being without service for 7+ hours when you work from home is a major disruption, and I can appreciate why that feels unacceptable. We apologize for the inconvenience and appreciate your patience while crews worked to restore service. I would be happy to look over your account and see if there are any updates to share. 

 

Please send us a DM with your name and address.

Here are the detailed steps to direct message us:

1. Click "Sign In" if necessary.

2. Click the “Direct Messaging” icon.

3. Click the “Start new conversation” (pencil and paper) icon.

4. In the “To:" line, type “Xfinity Support”.

5. As you type, a drop-down list will appear. Select “Xfinity Support” from that list.

6. An “Xfinity Support” graphic will replace the “To:" line.

7. Type your message in the text area near the bottom of the window.

8. Press “Enter” to send it.

https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514

 

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 as Best Answer.tick

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37 minutes ago

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larissaej

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@XfinityAngie​ By the way, I just double checked that AI assistant menu, it won’t let you do anything once it has your phone number if you have an outage.  It tells you it won’t let talk to anyone, asks if you want updates and then after you press 1or2 hangs up on you.  Yes, hangs up. 

is this really the best way to treat people you’re currently leaving without service? 

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37 minutes ago

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XfinityAngie

Official Employee

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2.9K Messages

 

larissaej, I would like to take a look at your account so that I can update you on the progress of restoring your service. Please send the DM as explained above, and we can get some answers for you. 

 

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 as Best Answer.tick

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33 minutes ago

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