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user_6nn57p
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Visitor

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2 Messages

11/05/2026 7:55 PM

Xfinity outage just in my home

No internet for 12+ hours. Trying to reach out to agent to understand the no issue but no one picks. App shows ETA for restoration 8 hours from now but how do I know it will be done. Need to understand what is happening.

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4 hours ago

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XfinityRay

Official Employee

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4.5K Messages

6 hours ago

Hello! I am sorry to hear that you are offline, user_6nn57p! I understand it is difficult without your service. The technicians working in your area are the ones that provide the notifications about the estimated time. We see the same information you do when checking your account. The team will send further updates when that is resolved or if they need more time to complete the work. 

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user_6nn57p

Visitor

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2 Messages

Hi Team, concern is that I have no clue of the issue and what if it does not get resolved in 2 days. I need to make other arrangements for work, virtual medical appointments for old parents. That's why talking to someone makes sense. Getting AI messages with a random time does not make sense.

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5 hours ago

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XfinityRay

Official Employee

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4.5K Messages

I understand needing to make sure that this is resolved with work and your parents appointments. The time is set by the person in charge of the work. We do our best to provide an accurate estimated time in our notifications. You will get notifications the same time we are able to see them. We are glad to monitor your account with you. 

 

Please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging icon located at the top right of this forums page.

 

Here's the detailed steps to direct message us:

1.  Click "Sign In" if necessary.

2.  Click the "Direct Messaging" icon.

3.  Click the "Start new conversation" (pencil and paper) icon. 

4.  In the "To:" line, type "Xfinity Support".

5.  As you type, a drop-down list will appear. Select "Xfinity Support" from that list.

6.  An "Xfinity Support" graphic will replace the "To:" line.

7.  Type your message in the text area near the bottom of the window.

8.  Press Enter to send it.

 

You can see how to send us a direct message here, https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514.

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4 hours ago

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