Texting Outage notification broken

Hello Xfinity Support Team,

I recently had an X1 outage which I used the Xfinity My Account App to confirm and then used the Outage Map to Text me when resolved service.
The X1 service was restored but a text was never received. It has worked in the past.
Just making a PSA so you are aware.
Thanks!

Responses

Accepted Solution

XfinitySheila

Official Employee

•

377 Messages

2 months ago

Hi there! We appreciate your feedback. I'd love to take a closer look. May I please have you send me your full name and address?

To send the requested information:

• Click "Sign In" if necessary

• Click the "Peer to peer chat" icon or https://forums.xfinity.com/peer-to-peer-chat

• 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

See https://forums.xfinity.com/conversations/email/cant-create-a-new-email-address/605e52b726aa974d63032d02?commentId=606107ea738c7f46a02b830e for an example.

2

0

TigerJr

Contributor

•

79 Messages

@XfinitySheila thanks for the offer but it was really just a PSA since the outage was resolved in time just no notification.
I’ll reach out if it happens again next time. Thanks!

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2 months ago

0

XfinityChelseaA

Official Employee

•

596 Messages

@TigerJr It's no problem at all! Our team is always here to help! If you find yourself in a pickle again and not receiving any text notifications from us just a couple things to check are as follows!

1) Please ensure that you have not blocked messages from short codes on your device
and/or
2) We always want to make sure that our number specifically hasn't been accidentally blocked or added to a restricted list from the device too!

As we do know that there are certain settings such as blocking specific numbers, as well as short codes may be something underlying! That said, we're glad to be here to provide support when needed, but it sounds like you are familiar with our handy app, and all set now! Please don't ever hesitate to reach out and have a beautiful day! 🙂

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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2 months ago

0

X1

TigerJr

Texting Outage notification broken

XfinitySheila

TigerJr

XfinityChelseaA

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