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user_zezihd
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Sunday, June 14th, 2026 2:24 PM

Highland Park Il Outage

We are on the third day of no updates on when our internet service will be restored. Xfinity keeps saying when the area is “declared safe”, we’ve seen NO activity regarding emergency services anywhere in our area. We are confused on where the unsafe locations exist! The lack of true informative updates is getting very frustrating!

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4 days ago

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XfinityPeterH

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2.8K Messages

5 days ago

 

user_zezihd I understand how frustrating it is to be without service and not have a clear timeline, especially after multiple days.

When we reference an area being “declared safe,” that determination comes from local utility crews and emergency services, and it applies to specific infrastructure locations, not always visible residential areas. For everyone’s safety, restoration work can’t begin until those areas are cleared.

We know that doesn’t make the wait any easier, and we appreciate your patience while teams work to restore service as quickly and safely as possible.

 

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user_zezihd

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Okay, but what about “Under investigation”? Xfinity doesn’t even know what the issue is after 3 days! Come on, give us some sort of reasonable excuse! Did I miss something, like a deceleration of a disaster area?

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4 days ago

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user_4jkm75

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7 Messages

5 days ago

Yeah they just told me that I’ll be out for “scheduled maintenance” until 6/16. It’s an absolute joke it’s been 3+ days already.

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user_zezihd

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4 days ago

Update. Woke up this morning to see that the Xfinity app was saying that Highland Park service has been restored. My router was still off line. Rebooting didn’t help. Finally talked with someone that made a service appointment. Now after speaking with neighbors, I’ve come to learn that 20+ houses are dealing with the same issue. Someone got a hold of a mayor’s assistant, and she learned that Xfinity thought we were up and running, but realized that they were wrong! Supposedly they are dispatching a crew to investigate. Time to give a competitor a call. I had a similar issue with service on a home out east, I switched to AT&T. 

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XfinityCliff

Official Employee

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326 Messages

Thank you @user_zezihd so much for taking the time to share this update here on our Xfinity forums.

I can only imagine how frustrating it must have been to see the service marked as restored while your router was still offline, especially after trying to troubleshoot on your own.

It’s also really helpful that you connected with your neighbors and uncovered that this is impacting multiple homes. That kind of shared visibility makes a big difference in getting to the root of the issue faster. I’m glad to hear that it’s now been escalated and that a crew is being dispatched to investigate, even though it should not have taken that extra effort to get there.

Situations like this can be incredibly disruptive, and your willingness to share details helps ensure the right teams can respond appropriately. If there is anything else you notice in the meantime, please don’t hesitate to reach out.

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4 days ago

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