Skip to main content
Palm9473
1st Topic
1st Like

Visitor

 • 

4 Messages

Sunday, March 15th, 2026 3:56 PM

Power Outage 3/15/26

Question 1: why can you not provide details about an outage as simple as “downed line due to storm“? You mentioned in a generic message that your teams were working hard to restore service when you could have said our crews were taking Sunday off and will be back Monday as no crew was working today. You could have provided ANY details other than “we are working hard”. I have photos of the downed line with not a single person around. Your customers simply want to be aware of what’s happening. To be honest, no response may have been better than receiving the exact same generic response 24 hours apart.

Question 2: When is service actually expected to return?

Question 3: Why is it impossible to reach an agent on the phone? Your automated response system texted me stating “due to the outage, we cannot connect you to an agent”. When I called the Xfinity 800 number, your system told me the same and immediately hung up on me. Your customer care is about as helpful as your air conditioning is in the middle of winter in Michigan.

Question

 • 

Updated 

13 hours ago

 • Edited

61

1

0

Oldest First
Selected Oldest First
XfinityMarshante

Official Employee

 • 

1K Messages

11 days ago

Hello @Palm9473, thank you for taking the time to leave a post.  I completely understand why you would want more specific information, especially when you can physically see the issue in your area. Service interruption updates you receive are generated based on the information our systems have confirmed. There could be multiple issues in the area other than the line you see. We do appreciate your feedback, which will help us improve the customer experience. 

You can always check the most up-to-date status of a service interruption through several options: the Xfinity app, the Xfinity outage map, and through text message alerts. The information shown in those tools is the same real-time service interruptions information that we have access to on our end as well. I’ve also included an article below with helpful steps on how to check for service interruptions, just in case you need it here.  Service interruption times can shift depending on safety checks, the extent of the damage, and crew availability.
When there’s a service interruption linked to your account, the system will always display the most up‑to‑date information available. I know that can feel limiting, but it ensures everyone is seeing the same real‑time updates. We’d be more than happy to take a closer look at your account to see if there’s any additional information available on your specific area.
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.

To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.




6

0

Palm9473

Visitor

 • 

4 Messages

I appreciate the response, however, not one of my questions was answered. Your response to question #1 was sympathizing with me. It does not matter if there is 1 line down, 100 lines down or other faulty equipment. Your customers want to be in the know if there are failures around. If it is taped off by your teams or local safety crews, i would very much expect that you are alerted. If you are not alerted, there is something even more fundamentally wrong with your system in that you have no idea what issues your customers are seeing. I'm not saying you have to pinpoint every point where there is an issue with your lines or systems, simply an update that there is a line, or multiple down. Generic responses like "we know the system is down, we apologize for the inconvenience" and, "our teams are working hard to get you connected again" don't do anything for your customers and more likely upset them that not even you know what the issue is.

Question #2 was completely glossed over, so thank you for that. I can tell you that it is in fact up and operational again. 

Question #3 was answered with something that does not even come close to pertaining to my question. Thank you for letting me know how to DM customer care. I did not have access to a computer to do this, hence the reason i was trying to call.

Your lack of care for providing me with simple answers is quite a large concern. Will anything happen from this? No, highly unlikely. Maybe other customers will be able to see the frustration that every single one of your customers face. Absolutely horrible customer care (rating would be less than a 1 of out 10 had you not provided me with some type of fast response). Internet service itself is a 10/10, when it works. I would rate this entire interaction with Xfinity a 1.5/10. Thank you for showing your lack of interest in your customers.

Like

Reply

3 days ago

XfinityPeterH

Official Employee

 • 

2.7K Messages

Palm9473 Thank you for taking the time to share this detailed feedback. I understand why you expected clearer answers to each of your questions and why the experience felt frustrating. Since this is a public space, we are limited in the specific information we can provide about individual accounts or local network events, but I still want to address each point as directly as possible.
Regarding outage information
Outage details shared publicly and through the outage tools come from system verified data. That means we can only share information that has been fully confirmed for the entire affected area. I realize that can feel generic when you can clearly see something like a downed line. Your feedback about wanting clearer and more transparent updates is valid and will be passed along.
Regarding restoration times
Estimated restoration times can change based on safety checks, crew availability, and the full scope of the damage. The outage tools will always show the most current estimate once it has been updated by our field teams. I am glad to hear your service is now back online.
Regarding phone support during an outage
During larger service interruptions, calls may be routed to automated messages so that agents can focus on helping customers who are not in an outage zone. I understand that being unable to reach an agent when you need one can be very frustrating. Thank you for calling attention to that experience.
If you would like us to review your account or check for any additional context that we cannot provide publicly, our team is here to help through Direct Message. To start a Direct Message, click the Direct Message icon near the top of the page, select New Message, then choose Xfinity Support.
Thank you again for sharing your concerns. Your feedback helps us work toward clearer communication and a better experience overall.
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

Like

Reply

3 days ago

0

Palm9473

Visitor

 • 

4 Messages

I appreciate the feedback Peter. This was a much more satisfactory response. Still not happy about the direct access to agents. I will use the DM feature in the future.

Like

Reply

2 days ago

0

XfinityAlyssaA

Official Employee

 • 

2.5K Messages

Sounds good @Palm94730, we are always happy to help address account specific questions or concerns over DM but do appreciate your feedback and will be happy to forward it. I'm glad my colleague was able to provide additional insight and clarity. Do you have any additional questions or concerns our team can help with at this time?

 
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

Like

Reply

2 days ago

0

Palm9473

Visitor

 • 

4 Messages

None for now, thank you.

Like

Reply

13 hours ago

0

forum icon

New to the Community?

Start Here