10/14 Day Outage

Good afternoon,

I am an Xfinity internet customer. Over the last 14 days, we have had outages on at least 10 of them.

This occurred after a failed network upgrade resulted in some node problem that Xfinity has failed to fix. Local businesses are also down.

The AI chat says “we can’t connect you to an agent because of the outage” and I am confused. Why does the outage in my local area prevent Xfinity from connecting me to customer support? How does an outage locally mean the chatbot AI cannot route me to an agent that likely works overseas? I would like this explained.