Outage guide · Updated April 18, 2026
Xfinity outage
Xfinity runs the largest residential cable network in the US, and when a node goes down it can pull an entire neighborhood offline for hours. Comcast's status page and the Xfinity app both surface confirmed incidents quickly, but the first hour of a local outage is usually invisible to the status page, crowdsourced reports hit faster. Response time for restoration runs from under an hour for software or node-reboot issues to most of a day for physical plant damage.
Check Xfinity outage status
The Xfinity status page is the only real-time source. Use it first, this guide explains what to do next.
This page does not reflect real-time outage status. Always check Xfinity's official status page (linked above) for current incidents. Our guide covers what to do, how to report the problem, and how to request a credit, but the live state of the network is only accurate on Xfinity's own status tools.
Service impact and typical duration
Most Xfinity outages take down internet, Xfinity Voice (VoIP), and streaming-dependent X1 TV features simultaneously, the X1 box keeps live TV working if the coax signal is still alive, but on-demand, DVR playback, and voice remote fail with internet. Xfinity Mobile stays up (it rides Verizon's cellular network) unless your phone was on Wi-Fi-only.
Software or node-reboot incidents: 15-90 minutes. Plant damage (fiber cut, amplifier failure): 4-12 hours. Major weather events: 24-72 hours for full neighborhood restoration.
How to report a Xfinity outage
The fastest way to confirm an incident and get notified when service returns.
Xfinity app (My Account)
Tap Internet, then Troubleshoot. If Comcast has opened a ticket for your node, you'll see an 'Outage in your area' banner with an ETR. This is the fastest official confirmation.
Xfinity Assistant chat
Type 'outage' at xfinity.com/xfinityassistant to get the same banner plus an option to receive a text when service is restored.
Text OUT to 266278 (COMCAST)
From a phone tied to the account, sends back the current outage status for your service address without needing to log in.
Status map
xfinity.com/support/statusmap shows confirmed outages at the ZIP level. Unconfirmed incidents don't appear here, use the app banner as the primary signal.
What to do during a Xfinity outage
Check the Xfinity app first
Open the app, tap Internet, then Troubleshoot. A confirmed outage shows a red banner with an estimated restoration time. If you see that banner, skip every other step, Comcast knows and is working on it.
Power-cycle the xFi Gateway if no area outage is reported
Unplug the gateway for 60 seconds, then plug it back in. Wait 5 full minutes for the modem to reacquire the CMTS signal. If the online light doesn't come back steady, the issue is upstream of your home.
Sign up for restoration text alerts
In the app's outage banner, tap 'Notify me when it's fixed'. Comcast will text the number on file the moment the ticket closes, even if the app doesn't update immediately.
Switch to cellular failover
Your phone's hotspot or an Xfinity Mobile line will get you online while the landline is down. If you rely on internet for work or medical devices, a $15-30/month backup cellular plan is worth keeping.
Check for a local power outage
If the Xfinity node powering your street loses utility power, your service drops even if your home is still lit. Look up your power utility's outage map, fiber nodes share the same grid.
Call 1-800-XFINITY only if nothing is reported after 60 minutes
Hold times spike during outages, so save the call for when the app and website show nothing but your service is genuinely down. Ask the agent to 'run a line test on my account', that's what escalates to the field team.
After service returns, request a credit
Once the outage closes, open the Xfinity Assistant chat and say 'I had an outage and would like a credit for the downtime.' Comcast typically applies a prorated day's credit per 24-hour outage when asked, it rarely posts automatically.
Common causes of Xfinity outages
- Node-level outage, a single optical node feeds a few hundred homes, and when it fails (power, amplifier, or upstream fiber) every home on that node drops at once.
- Upstream fiber cut, a contractor hitting a buried fiber trunk can take out several nodes simultaneously across a city; restoration usually takes 6-12 hours.
- Power outage at the node, Comcast's node batteries typically hold 4-8 hours, so during a long utility outage internet drops even if your home still has power from a generator.
- Maintenance windows, firmware pushes to the xFi Gateway, CMTS reboots, and plant work usually happen between midnight and 6am local time; check the app if service drops overnight.
- Cable modem provisioning errors, occasionally the account-side provisioning system is the real failure, and the outage affects only your modem even though the neighborhood is fine. A factory reset won't help; retention-side reprovisioning will.
Outage credit policy
Comcast's publicly-stated policy is to apply service credits for confirmed outages on request. Credits are typically applied at one day's prorated rate per 24-hour outage, but amounts and thresholds vary by market and account type, call or use Xfinity Assistant to request. Xfinity does not automatically credit accounts for short outages.
Frequently asked questions
Is Xfinity down in my area right now?
Why does my xFi Gateway show 'online' but my Wi-Fi isn't working?
Does Xfinity Mobile work during an internet outage?
How long do Xfinity outages usually last?
Will I get a credit for an Xfinity outage?
Can I use the xFi app to report a new outage?
What if my Xfinity Voice line is down but internet works?
Does Xfinity notify me when the outage is fixed?
Related Xfinity resources
If outages keep affecting you, it's worth seeing what else is available at your address.