Skip to main content

    Support

    Offers

U
user_gzttnb
1st Topic
1st Like

Visitor

 • 

3 Messages

Wednesday, May 7th, 2025 1:27 AM

Xfinity internet outages every single day

In the past few days, we started experiencing outages every day. Now, Xfinity does not even allow me to claim a credit as I maxed out - it only lets me get a $5 credit for 2 days. But this disruption costs us significant damage - we all work from home and are losing business. What is going on? Is there a way to speak with someone and figure out how to resolve it?

Question

 • 

Updated 

7 days ago

83

5

EG

Expert

 • 

110.5K Messages

16 days ago

First. When these outages occur, are they being officially indicated here with any info about them ?;


https://www.xfinity.com/support/status 


Use a cell phone internet service, a public WiFi hotspot, or a neighbor's internet if you need to in order to check it.


Or you can use the Xfinity App: https://www.xfinity.com/apps 

0

0

XfinityMarcos

Official Employee

 • 

2.4K Messages

15 days ago

Hi user_gzttnb, thanks for checking out our Forum for support with those service interruption concerns. I can only imagine what you've been going through, but I have your back, and @EG has some solid points as well. Are you able to confirm if these are occurring during active service interruptions? If not, I can help with some troubleshooting steps to help us find a resolution. 

 

4

0

user_gzttnb

Visitor

 • 

3 Messages

Hi @EG @XfinityMarcos , thanks for your responses. In the last couple of weeks, the status page actually showed interruptions. All it said was "We're aware you may be experiencing problems with ....". That's when I took a screenshot and also requested a credit. But there was a time (in the past, and just yesterday) when the internet was not working, but there was no outage on the service page. Even when short, it disrupts my client sessions/Zoom calls/work. And yes, when it happens, I tether to my cell phone hotspot... But my work is still disrupted, and very troublesome (I have Zoom calls all the time). But I guess the frequency of service interruption increased last week, that's why I'm reaching out now. What's happening? Are they doing some repairs? Or things keep getting broken? When will that be fixed? No way to speak with anyone when it happens - chat assistant is telling me "You do not have an internet service plan" and I'm stuck there :-) 

(edited)

Like

Reply

15 days ago

0

XfinityMarcos

Official Employee

 • 

2.4K Messages

 

user_gzttnb, I appreciate you taking the time to share that context. Are you only seeing the connection issue on a specific device? If so, are you using a VPN as well? Those active service interruptions would be instances when our network mainteance team is out working on a concern or proactively working in your area. But those times where you're not seeing a matching service interuption are something we can work on together. 

 

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

15 days ago

0

user_gzttnb

Visitor

 • 

3 Messages

Hi @XfinityMarcos , here is the thing - "Those active service interruptions would be instances when our network maintenance team is out working on a concern or proactively working in your area." - My zoom call dropped again, I went to the status page and I see a notification of service interruption. I see it every day. We have interruptions, and Xfinity does not give a credit or any accountability at all. It's not a technical question, but more of how can I get Xfinity to either fix the issue (we can't afford interruptions every single day), or communicate what is actually happening? Are they working on an upgrade? Or things are just broken? What is the escalation path? 

Like

Reply

14 days ago

0

XfinityQuemekia

Official Employee

 • 

133 Messages

@user_gzttnb 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, I'd be more than happy to look into this for you.

 

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging

Click the "New message" (pencil and paper) icon

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

- As you are typing a drop-down list appears. Select "Xfinity Support" from that list

- An "Xfinity Support" graphic replaces the "To:" line

Type your message in the text area near the bottom of the window

Press Enter to send it.

Xfinity Community Forum

Need Help? Find Solutions, share knowledge and get answers from customers and experts.

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

14 days ago

user_86oyqx

Visitor

 • 

1 Message

15 days ago

This loss of internet has been happening to me for more than three weeks - daily and more often. The high school student in the house has had trouble doing school homework as a result of outages. Service tech came out, found nothing. No follow up. Outage continue more than 10 days later. 

1

0

XfinitySeth

Official Employee

 • 

89 Messages

We definitely want to make sure your internet services are running as they should @user_86oyqx! As a student myself I know just how critical those connections are, and we're here to help 👍 I see you'd already sent us a private message, and I've responded to it. We're free to continue from there!

Like

Reply

13 days ago

0

EG

Expert

 • 

110.5K Messages

12 days ago

@user_86oyqx @XfinitySeth 

Be advised that sending an unrequested direct message to the support team is a violation of their forum guidelines. It may get ignored.


Please see this post about direct messaging the support team;


https://forums.xfinity.com/conversations/getting-started/direct-message/6445fb0eb9339b2013e8ff9c?commentId=6446bf50b9339b2013e93478  

0

0

user_c8shul

Visitor

 • 

1 Message

9 days ago

I’m having the same issue in Northern VA. It started about four weeks ago. Every day there are one to three outages. They’re shorter than 5 minutes usually, but I work from home, and I’m often getting dropped from MS Teams meetings. In one computer, I then have to reconnect to a VPN, which takes several minutes. 

I called Xfinity last week, and they said my modem was outdated. They replaced it a few days ago, but the outages continue.

1

0

XfinityRichard

Official Employee

 • 

1.9K Messages

Hi there, @user_c8shul I'm very sorry for the trouble you are experiencing with your connectivity. I know how frustrating connectivity issues can be. Since it's been a few days since you last posted, are you still experiencing trouble with your connectivity? If you are, please don't hesitate to reach out so I can assist you further.-Richard

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

7 days ago

0

forum icon

New to the Community?

Start Here