xfinity agent about outage

Hi there. We can certainly understand your frustration, especially when the interruption has been ongoing for more than a day and the estimated restoration time has been removed.

When a restoration estimate disappears, it typically means our repair teams are still actively working to identify or resolve the issue and no longer have enough information to provide an accurate timeframe. While we know that's not ideal, we'd rather provide no ETA than one that ends up being inaccurate.

As for the lack of specific details, the interruption notifications generally provide limited information because the underlying cause can change as technicians investigate. In some cases, what initially appears to be a network issue may ultimately be traced to damaged equipment, power-related problems, fiber damage, or another issue that requires additional repair work.

We absolutely understand the desire to speak with someone directly and receive more meaningful updates. Unfortunately, our frontline teams have access to the same interruption information that is provided through the app and automated systems, so they often cannot provide additional details until updates are received from the repair teams.

We know that doesn't make the situation any less frustrating, and we sincerely apologize for the disruption. We appreciate your patience while the teams continue working to restore service as quickly as possible.