Service outage

Hello @user_zrjp3y, thank you for taking the time to leave a post. When network enhancement work is underway, the estimated completion times provided through text notifications can sometimes change if technicians encounter unexpected issues or if additional work is needed to complete the upgrades. We understand how concerning it can be to receive multiple messages extending the timeline without a clear completion date. When network enhancement work is underway, the estimated completion times provided through text notifications can sometimes change if technicians encounter unexpected issues or if additional work is needed to complete the upgrades. We understand how concerning it can be to receive multiple messages extending the timeline without a clear completion date. The information provided through those notifications is typically the same information we have access to on our end as well. That said, we'd be happy to take a closer look at your account to see if there are any additional notes or updates available that may provide more insight into the ongoing work in your area. For your privacy and the security of your account, 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.

How to send us a direct message: 

1. Click "Sign In" if necessary. 
2. Click the "Direct Messaging" icon. 
3. Click the "Start new conversation" (pencil and paper) icon. 
4. In the "To:" line, type "Xfinity Support." 
5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list. 
6. An "Xfinity Support" graphic will replace the "To:" line. 
7. Type your message in the text area near the bottom of the window. 
8. Press Enter to send it.