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user_7syb5u
1st Topic

Visitor

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4 Messages

Saturday, June 14th, 2025 10:46 AM

Internet

The wifi was out for almost 6 hours last night. The app said the outage was fixed but I still don't have internet access. 

Question

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Updated 

29 days ago

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XfinityDena

Official Employee

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3.4K Messages

29 days ago

@user_7syb5u I am sorry to hear about your internet issues. I understand how important your services are to you as they are to me as I also to work from home full time and any service issues will cause a headache not only to not be able to assist my customers but prevents my kids from getting school work done and being entertained while I am working! 

 

We offer convenient self-service options to check service interruptions through My Account, the Xfinity App, or the Xfinity Status Center at http://www.xfinity.com/support/status. Have you checked there yet? If no interruption, I want to make sure we are respecting your time and not repeat the steps you have taken previously. What additional troubleshooting steps have you taken? 

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user_7syb5u

Visitor

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4 Messages

@XfinityDena​ I have done all the steps in the app, I restarted the modem over 10 times checked the coax cable connection multiple times and still nothing it's was fine until the outage yesterday now the app says I need to schedule a service appointment 

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29 days ago

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XfinityDena

Official Employee

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3.4K Messages

@user_7syb5u I suggest scheduling the appointment as the app assist you with all the remote troubleshooting before suggesting a technician visit. Are you able to set up the appointment? 

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.
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29 days ago

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user_7syb5u

Visitor

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4 Messages

I could schedule the appointment, does that mean I'll have to wait 3 days to get internet access?

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29 days ago

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XfinityDena

Official Employee

 • 

3.4K Messages

If that is the soonest appointment then yes that is how long you would have to wait @user_7syb5u and for that I am sorry for any inconvenience. What day and time is the appointment so that we may follow up?

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

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Reply

29 days ago

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