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user_wvn0su
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Saturday, July 11th, 2026 10:22 AM

Power outage

Two days ago we had a major power outage - Eversource fixed it with in 2 hours. Xfinity tells us nothing is wrong yet we have no internet and are told that a service tech is required but not available until the 17th. This is totally unacceptable I pay over $200!a month and am a Diamond member. This service needs to be reinstalled from the pole - there is no service to our homes- and it needs to be fixed today - not on the 17th! 

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16 days ago

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XfinityMarshante

Official Employee

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1.3K Messages

16 days ago

Hello @user_wvn0su, thank you for taking the time to leave a post. Sorry to hear about the ongoing service interruption, especially after power was restored so quickly in your area. I can certainly understand how frustrating it is to be without internet for two days and then be told the next available technician appointment is not until the 17th. While we can't guarantee an earlier appointment, we do offer an appointment waitlist that allows customers to request preferred dates and time slots for their upcoming visit. If one of those requested time slots becomes available, you'll receive a text message with the opportunity to move your appointment sooner. Have you had a chance to sign up for the appointment waitlist? I have also attached an article that provides the steps to sign up here. 

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user_wvn0su

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@XfinityMarshante​ finally today they fixed it!! Service guy who climbs said there were 3 or 4 fuses blown as a result of power surge during last weeks outage!! They could have fixed it 6 days ago!! They need to train their “assistants” 

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16 days ago

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XfinityMarshante

Official Employee

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1.3K Messages

@user_wvn0su, I'm glad to hear the issue has finally been resolved and that your service has been restored. That said, I can completely understand your frustration. After being without service for several days, it would be upsetting to learn that the root cause was related to blown fuses from the power surge and that the resolution may have been possible sooner.

We sincerely apologize for the inconvenience and appreciate you sharing your feedback regarding the troubleshooting process. We'll make sure your concerns are documented, as customer feedback is important in helping us improve the support experience.

We'd also be happy to review your account for any eligible service adjustments related to the downtime.

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.
 
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16 days ago

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