The fastest way to report an Xfinity outage
Call Xfinity customer service at 1-800-934-6489 to report an outage or check whether one is affecting your area. This number works for both internet and TV service. Have your account number or the phone number associated with your account ready when you call — it speeds up the process and lets the representative pull up your service address when ready.
If you cannot make a phone call, you can also report an outage through the Xfinity My Account app or at xfinity.com by signing into your account and selecting the outage report option. The app often shows outage status in real time and will notify you when service is restored, so checking there first can save you a call if the outage is already known.
Wait times are usually shortest during off-peak hours — early morning or late evening — because most outage calls come in during the first hour after service stops. If you reach an automated system, it will often tell you whether an outage is confirmed in your area before you speak to a person.
Key Takeaways
- Call 1-800-934-6489 to report an outage or confirm one is happening in your area; have your account number ready.
- The Xfinity My Account app shows outage status in real time and sends notifications when service returns, often faster than calling.
- Outage calls are heaviest in the first hour after service stops, so calling during off-peak times usually means shorter waits.
- Xfinity will not charge you for service time lost during an outage, but you may need to request a credit if billing is not automatic.
What happens when you call the outage line
When you reach a representative, they will first confirm your service address and check whether an outage is active in your area. If one is confirmed, they will tell you the estimated time for restoration — this is usually based on the cause (weather, equipment failure, maintenance) and how many customers are affected. If no outage is showing, they will run a line test to see whether the problem is with your equipment or with Xfinity's network.
If the problem is at your location only, the representative may walk you through basic troubleshooting: restarting your modem and router, checking cable connections, or power-cycling your equipment. If the issue persists after these steps, they can schedule a technician visit, which typically happens within one to three business days depending on availability.
Keep the reference number the representative gives you — you will need it if you call back or if you want to request a service credit later.
Checking outage status without calling
The Xfinity My Account app is often the fastest way to see whether an outage is happening. Open the app, go to the Internet or TV section (depending on which service is down), and look for an outage notification banner. If an outage is confirmed, the app will show the estimated restoration time and let you opt in for notifications when service returns.
You can also check xfinity.com/outages on any web browser to see a map of known outages in your area. This page does not require you to log in, so you can check it even if your internet is down by using a phone's mobile data. The map updates every few minutes and shows the number of customers affected and the estimated time to restoration.
If you have a smartphone, you can also text "OUTAGE" to 266278 (Comcast's short code) to get outage information, though this method is slower than the app or website and may not work on all carriers.
What to do if you are told there is no outage
If Xfinity confirms there is no outage in your area, the problem is likely with your equipment or your connection to their network. The representative will usually ask you to restart your modem — unplug it for 30 seconds, then plug it back in and wait two to three minutes for it to fully boot. Do the same with your router if you have one.
Check that all cables are plugged in firmly: the coaxial cable (the thick one with the threaded connector) from the wall to the modem, the power cable to the modem, and the ethernet cable from the modem to your router if you use one. A loose connection is one of the most common reasons service appears to be down.
If restarting and checking cables does not restore service, tell the representative and they will either schedule a technician or escalate the issue to their technical team. Do not hang up and call back — staying on the line means you do not lose your place in the queue.
Service credits for outages
Xfinity typically credits your account automatically for outages that last more than four hours, though the amount varies depending on your service plan and the length of the outage. You do not have to request this credit, but it may take one to two billing cycles to appear on your bill.
If an outage lasted less than four hours or if you do not see a credit after two billing cycles, you can request one by calling 1-800-934-6489 and asking to speak to billing. Have the reference number from your outage report ready. Xfinity will review the outage records and issue a credit if the outage is confirmed.
Credits are usually applied as a dollar amount rather than service days, and the amount depends on how long your service was down. There is no cap on how many credits you can receive, but each outage is reviewed separately.
Outages during severe weather
During storms, ice, or high winds, outages can affect large areas and restoration may take longer than usual. Xfinity typically updates estimated restoration times every 30 to 60 minutes as crews assess damage. Check the My Account app or xfinity.com/outages for the most current estimate rather than calling, because the phone lines become very congested during widespread outages.
If you need internet during an outage, consider using your phone's mobile hotspot to connect a laptop or tablet. If you have a backup plan like a mobile hotspot device or a neighbor's WiFi, set it up before severe weather arrives so you are not scrambling during the outage.
Xfinity crews prioritize restoring service to the largest number of customers first, so neighborhoods with more damage may take longer. If your area is still without service after the estimated restoration time, call 1-800-934-6489 to report it and get an updated estimate.
Frequently Asked Questions
Can I report an outage if I do not have an Xfinity account?
You can call 1-800-934-6489 and report an outage by giving your service address, even if you do not have an account number. The representative will look up your address in their system. However, you will not be able to use the My Account app or website without logging in.
What if I am on hold for a long time?
During major outages, hold times can exceed 30 minutes. You can ask the automated system to call you back instead of waiting on hold — this keeps your place in the queue without tying up your phone. The system will call you when a representative is available.
Do I lose my internet speed or data during an outage?
No. Outages are complete service interruptions, not slowdowns. If your internet is working but very slow, that is a different issue and should be reported separately. Slow speeds can be caused by network congestion, equipment problems, or interference and are handled differently than outages.
How long do outages usually last?
Most outages last between 30 minutes and two hours. Outages caused by weather or major equipment failure can last longer — sometimes four to eight hours or more. The representative will give you an estimate based on the cause and how many customers are affected.
Will I be charged for the time my service was down?
No. Xfinity does not charge for service time lost during an outage. If the outage lasted more than four hours, a credit is usually applied automatically. If you do not see it after two billing cycles, call to request one.