Xfinity support

I am in Nashville, Tennessee. There is an Xfinity outage. We had an ice storm last week. That power has been restored and so should have cable and Internet. This is ridiculous! Why hasn’t this been taken care of by now? The storm has been over for a while. This is terrible customer service and there is no excuse for it. The restoration date on the app says ASAP. Please get my service restored!

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XfinityMatthew

Official Employee

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1.4K Messages

2 hours ago

Hello user_0f4086 Thanks for reaching out. Our local team is actively working on getting this area restored. The last update I saw for other residents in this area was we were still waiting on the power company to restore power to one of the plants in the area that provide the service. Once the power is restored we can work on the service.

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user_0f4086

Visitor

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3 Messages

The power has been on for several days now! No excuse. This is the West Meade area.

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2 hours ago

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XfinityMatthew

Official Employee

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1.4K Messages

The power that is provided to your house is not the same as the power provided to our local area plants and nodes that provide the service to you and other residents in the area. So while your house's power was restored, the power to our network plant is still being worked on by the local power company to repair severe damage from the storm. If you'd us to take a deeper look at the account for additional updates we'd be happy to do so.

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2 hours ago

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user_0f4086

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3 Messages

Yes, please look deeper into my account.

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2 hours ago

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XfinityMatthew

Official Employee

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1.4K Messages

Please send us a direct message with your full name and the full service address and we can take a look for you.

To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list
- An "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it.

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 a reply as the Accepted Answer. tick

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2 hours ago

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user_0f4086

Xfinity support

XfinityMatthew

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XfinityMatthew

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