Outage help

user_zjnja6 Thank you for reaching out via our Xfinity Community forums. I'm so sorry to hear your service has been out since Thursday – that's definitely a long time to be without a connection, and I can only imagine how frustrating that must be. I absolutely want to look into this for you and help get you a real-time update. I understand it's confusing when some of your neighbors have service and you don't. Service issues can sometimes be very localized, even on the same street, and I want to get to the bottom of why your specific service is affected.

 

You can often find the most up-to-the-minute information on outages in your area by visiting Xfinity.com/MyAccount and logging in, or by using the Xfinity app. This is usually the quickest way to see if there's a known service issue affecting your specific address and the estimated restoration time. To help me investigate your specific situation, could you please send me a direct message with your full name and service address? I'll do my best to provide you with the most accurate information I have and explore what might be causing this prolonged service issue for you.

 

To send a "Direct Message":
Click "Sign In" if necessary
Click the "Direct Messaging" icon at the top of the page (it looks like a text bubble)
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that appears. The "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