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user_8oiki8
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5 Messages

Thursday, December 18th, 2025 1:42 PM

lack of service

The outage map is false. It's saying my neighbors have internet but yet the area has an outage. Customer Service is only giving me a bot and won't transfer me to a real person, both in chat and on the phone. What do I need to do to get my internet back?

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Updated 

8 hours ago

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EG

Expert

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114.9K Messages

9 hours ago

Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.

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XfinityFrank

Official Employee

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1.9K Messages

9 hours ago

Hi there, @user_8oiki8! Thanks for reaching out to us here on the Community Forum and sorry to hear you're experiencing downtime. Have you checked the XFINITY App to verify your location specifically is having a known issue as well? Directions here : https://www.xfinity.com/support/articles/check-service-outage. That would provide you the information we have available. Let me know if that works for you.

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user_8oiki8

Visitor

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5 Messages

Yes. I've done all the things possible online. I need to speak with a human but the bots won't let me - both thru chat and the customer service phone.

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9 hours ago

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XfinityFrank

Official Employee

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1.9K Messages

Thanks for confirming, @user_8oiki8. We generally do not have any further information beyond what is posted on the known issue alert, but we would be happy to answer any additional questions you may have. Please send a direct message to us by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your full name and complete street address.

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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9 hours ago

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user_8oiki8

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5 Messages

The chat icon only brings up search. How do I speak to a real person? I just confirmed with neighbors that they have internet. I don't.

(edited)

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8 hours ago

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user_8oiki8

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5 Messages

The customer service number blanks out, doesn't take me to it's menu options it says it's going to take me to, only silence.

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8 hours ago

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user_8oiki8

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5 Messages

I've been waiting 14 minutes for the menu option to talk.

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8 hours ago

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