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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XfinityAngie

Official Employee

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2.9K Messages

4 hours 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

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

XfinityAngie

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