Visitor
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1 Message
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.
XfinityMarshante
Official Employee
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939 Messages
2 hours ago
Hello, thank you for taking the time to leave a post. Sorry to hear that you’re experiencing ongoing service interruptions. I know how frustrating that can be, especially when you rely on a stable connection for everyday life. I’ve attached an article that walks through how to check for updates on service interruptions in your area. The information and updates shown there are the same updates we see on our end as well. When reaching out for assistance during a service interruption that is affecting an entire area, technician appointments can’t be scheduled until the outage is resolved, since our techs are focused on restoring service for everyone impacted. That said, we’d be happy to take a closer look at your account to see if there are any additional details regarding the service interruption.
If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, we'd be more than happy to look into this for you.
To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.
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