U

Wednesday, May 15th, 2024 9:00 PM

Closed

Unable to get any info on an outage (because you're also telling me there's no outage)

I have been without internet all day. The messaging in the app and on the phone is telling me there is a local outage, but there is no information regarding any estimated time of restoration. And there is no outage indicated on the outage map. My neighbors all have service still.

I was told - in 2 different channels by Xfinity - that there is an outage in the area and there is no outage in the area.

When I called the 800 number, I was told there was an outage and that I could not talk to an agent. The call was then automatically disconnected.

I just want to know when my internet service will be restored. I am trying to run a business here and this is ridiculous.

Official Employee

 • 

1.7K Messages

6 months ago

 

user_eoield Hey there! Thanks for using our Forums to contact our team and we are happy to see what is going on with your connection. To get started can you send us a DM with your full name and service address?

Here's 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

 

 

 

3 Messages

This has been done, and I'm waiting on an answer.

1 Message

3 months ago

This is exactly the same situation I am in today!  No Internet all day. The system says there is an outage due to bad weather, but the outage map does not show any outages. I took a screen shot of Xfinity Assist telling me first that there is an outage and then it says that there are no reported outages in my area. I also called the 800 number and was told that there is an outage and I could not talk to an agent. It is ridiculous that I am unable to talk to a person to see what the issue is!!

Official Employee

 • 

2.4K Messages

Hey there, user_ohcgp6 , thanks for reaching out through Xfinity Forums regarding service interruptions in your area. I work from home and I know how important it is to have working services. I would be happy to provide you with some details as we are a live team of experts on this platform.

 

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.
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