WiFi Outage

Internet service has been down since July 3rd, and there has been no communication or meaningful updates. There is no way to reach a live representative, which has made this experience extremely frustrating. This is the worst customer service I have encountered, and I am actively looking for a new provider. I have already canceled my TV service for similar issues.

I need to know when service will be restored. I work from home and rely on stable internet access, and this outage is directly impacting my livelihood. Three days have passed with no progress and no support, which is unacceptable.

Please provide clear, timely updates. Your customers deserve transparency and communication—especially during service disruptions.

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Oldest First

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EG

Expert

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119K Messages

5 hours 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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user_erkv4g

Visitor

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4 Messages

No response was given

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5 hours ago

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XfinityTommy

Official Employee

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2.9K Messages

4 hours ago

Hello user_erkv4g. Very sorry to hear about these connection issues. We support Xfinity Forums, and Reddit, so there may be a delay in response depending on current intake--please be patient with us, your satisfaction is always our top priority. I know that we have a pretty involved fix going on in the New Jersey area right now, and that there is no specific timeline for the resolution. Have you checked in the Xfinity app for an update?

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user_erkv4g

Visitor

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4 Messages

The app does not give you any updates. How can you not have an ETA when this will be resolved? Your communication to your customers are horrible.

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4 hours ago

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XfinityTommy

Official Employee

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2.9K Messages

user_erkv4g Some situations with repairs have multiple levels involved with the fix. The issue in the New Jersey area currently has a power feed issue going to a few of our signal distribution hubs in the various areas of the local area. That issue first has to be sorted out before the fixes can really get in motion, and I can assure you if there was an estimate on that we would not hesitate to relay this over.

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3 hours ago

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user_erkv4g

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4 Messages

Do you realize it is going on 3 days and there is no resolution in sight? People rely on the internet for there livelihood which you are impacting. This is unacceptable..

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3 hours ago

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XfinityTommy

Official Employee

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2.9K Messages

user_erkv4g Our team here works from home and understands the need for consistent connectivity all too well. I truly wish we had more details on this, but I know that our field is working extremely hard to get the New Jersey situation resolved here asap.

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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3 hours ago

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Customer Service

user_erkv4g

WiFi Outage

EG

user_erkv4g

XfinityTommy

user_erkv4g

XfinityTommy

user_erkv4g

XfinityTommy

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