Visitor
•
8 Messages
More outages occurring since 6/12/25
After multiple outages and phone calls, chat, etc. since 5/12/25, a technician physically came to my home on 6/12/25. He installed a new WIFI modem and TV box, did some rewiring on the side of my house and checked the line(s) at the telephone pole. During his visit he told me that he had done a drive through my area and noted multiple device resets being done in homes throughout the area. I told him the outages were occurring in the same place and pointed it out on the outage map. He was going to escalate the issue to a supervisor. The following day I received a text that an urgent issue had been resolved in my area...... But the fix only lasted until 6/30/25 when everything went out and an outage was reported in the same area.
On 7/1/25, there were outages off and on beginning at 6:30 p.m. through 7:55 pm. when there was a thunderstorm. Then phone and internet returned but no TV. On chat with the xfinity assistant it said my "device is in an incorrect state in the billing system. Please wait while we correct." The "Found issue with modem." "Can connect with live agent". Was on chat with a live agent for 35-40 minutes before TV came back on. Then at 9:15 pm the TV went out and then back on. The modem light went through various color changes. The phone was off then on again. I went to bed.
7/2/25 - Had problem with one channel freezing, blacking out, etc. Gave up and changed channels.
7/3/25 - Thunderstorm nearby but not overhead. 5:35 pm. everything out. Orange light on modem. Outage map showed yet another outage IN THE SAME AREA. Expected to be fixed by 8:45 pm.
Obviously whatever is going on in that location IS NOT FIXED. I left DirecTV because of outages in bad weather. And now it's happening with you???
Accepted Solution
user_e0o7sh
Visitor
•
8 Messages
19 days ago
I would like to provide an update. On July 8th a technician came to my home and redid the wiring from the telephone pole to my house and checked the wiring inside my house. This was the only thing he hadn't done on his previous visit. He also left his name (Rich) and phone number for me to call him directly if another outage occurred. Later that day, I received calls from Rich and from a lineman saying that they would be working on the lines in my area and service would be out for awhile. They did work on the line at the telephone pole at my driveway and well as the pole at the corner of my block. One of the linemen (Kimothy) spoke to me about what they were doing and some possible causes for my issues. He also gave me his phone # should I experience another outage. He also checked in with me the following day. It is now July 11th and so far so good. And I hope I didn't just jinx my self by saying that.
I would like to give recognition to Rich, Kimothy and Felix (the 2nd lineman) for listening to my issues, and for the time they spent working to resolve my issues. And I am grateful to have two people I can contact directly if another issue should arise.
1
0
XfinityQuemekia
Official Employee
•
376 Messages
25 days ago
Sorry to hear about your issues with service interruptions @user_e0o7sh.
I know if I was in your shoe's I'd feel the same.
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, I'd be more than happy to look into this for you.
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.
0
0