xfinity agent about outage

We completely understand where you're coming from. More detailed updates would certainly be helpful, especially during longer interruptions.

The challenge is that our repair teams don't always have a confirmed root cause immediately. In many cases, they may initially suspect one issue, only to discover something different as the investigation progresses. Providing specific details too early can sometimes lead to inaccurate information being shared.

That said, we can absolutely appreciate the value of broader updates, such as whether the issue appears to be related to damaged equipment, cabling, power, or network infrastructure, along with more detailed progress updates when available. Feedback like yours helps us understand what customers would find most useful during an interruption.

We know that when you're waiting for service to be restored, "we're still working on it" can feel insufficient. We appreciate you sharing your perspective, and we'll make sure that feedback is documented.