Without Internet for Two Weeks

I’m a part of the Nashville ice storm group but power was restored this past Sunday for my house. Our entire city is set to have power restored by this Sunday according to our electric service company. There has been ZERO communication from Xfinity on how long the internet outage from you will take, why it’s somehow “unsafe” for techs to come out when roadways, ice, power lines, etc. have been cleared for days in over 90% of the city, and more than anything why you are REFUSING to take calls, chats or answer any questions from customers on how we’re supposed to get internet, phone data, etc. back up and running. This is ridiculous. When will internet be restored? I have to go work from other places with internet access because this hasn’t been fixed and Xfinity will not answer any phone calls and literally hangs up the phone because my phone number is associated with a Nashville address. That’s horrid customer service.

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XfinityThomasA

Official Employee

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3.2K Messages

10 hours ago

Alexa.Nicole - Hello, and thank you so much for reaching out and sharing your feedback here on the forums. I truly hope you, your family, and loved ones are safe and doing well during the storm. I know situations like this can be stressful, and we’re here to help however we can. If your service does go down, the quickest first step is to check Xfinity.com or the Xfinity app to see if there’s a reported interruption in your area. If an interuptoin is already listed for your address, there’s no need to call in—we’ll be actively working to resolve it. If you don’t see an interruption listed and your service isn’t working, please let us know so we can alert our technicians. As repairs are underway, you may notice brief or intermittent service interruptions while our teams work to safely restore all connections. Please also keep in mind that power outages can affect Xfinity services. If your power is out, your local utility provider will need to restore power first—both to your home and to the local Xfinity network serving your neighborhood—before our technicians can fully restore your services. It’s also possible to have power at home while the Xfinity network in your area is still without power or has sustained damage, which can temporarily prevent services from working. Once power has been restored everywhere, we’ll work as quickly and safely as possible to get everything back up and running.

If power has been restored to your home and you’re still experiencing service issues, a quick equipment reset may help:

Unplug your modem, router, and/or TV box from the power source.
Wait 30 seconds.
Plug the modem, router, and/or TV box back in.

You can also reboot your equipment by signing in to Xfinity.com or using the Xfinity app.
You've been through alot and our team would be happy to help check what information is avliablie as well. If you could please send a direct chat message with your full name and complete service address to “Xfinity Support”, I'd be happy to look into this with you. To do so, click on the chat icon located at the top right of this forum's page.

Here are 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

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Customer Service

Alexa.Nicole

Without Internet for Two Weeks

XfinityThomasA

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