Is Xfinity down? How to check for an outage, and get a credit

Xfinity's outage map works for any address, without signing in. Here is how to tell an Xfinity outage from a problem with your own gateway, and how to get money back when it was Xfinity.

How to check if Xfinity is down

1. Use the outage map. Go to xfinity.com/support/statusmap (or Support, then View Outage Map) and enter your address. It works for any address Xfinity serves, and you don't need to sign in.
2. Sign in for details. Signed in, the map shows a short description of the outage, its type and cause, and the estimated time to fix it.
3. Open the Xfinity app. Signed in, the app shows outage information for your home if you're affected. Tap View outage details.
4. Get text updates. On the outage map, sign in and click Request Text Updates in the outage banner. Xfinity texts you as repairs progress.
5. Check Downdetector. A sudden jump in reports suggests a wider outage, even before Xfinity's map shows it.

If the map shows no outage

Then the problem is most likely at your end. Restart your gateway by unplugging it for a minute, or from the Xfinity app. Check the gateway lights: Xfinity's support pages explain what each light means. Run troubleshooting in the app, which tests the connection to your home. If one device is slow but others are fine, it's a Wi-Fi problem, not an outage. Our guide to telling your internet from the service walks through it, and why your internet is slow covers the usual causes.

Still down after a restart? Contact Xfinity so the problem is logged against your address. Our Xfinity customer service guide has the numbers and the fastest way to reach a person.

Planned outages from Xfinity's network upgrade

Xfinity is rebuilding parts of its network for faster multi-gig speeds, and the work can take service down for part of a day. Planned work isn't always on the outage map. Check xfinity.com/network and any notice Xfinity sent you by text or email. If you work from home, plan around the date or set up a backup like your phone's hotspot.

How to get an Xfinity outage credit

1. Sign in and go to Xfinity's Support page.
2. Scroll to Outage map and credit and click Check credit eligibility.
3. Enter when the outage started and ended, then review and submit.
4. If you qualify, the credit is added to your account automatically.

Xfinity says credits are automatic for eligible accounts, as long as you haven't reached your account's credit limit. On Xfinity's forums, its support reps add that the outage must have ended (you can't claim during one) and been within the last 90 days. They describe the credit as your monthly bill before taxes divided by 30, for each day without service. Outages caused by a power cut at your home aren't credited.

Getting online during an outage

Xfinity customers can use Xfinity WiFi hotspots, which may still work nearby if the outage is local. Your phone's hotspot is the other quick fix. If outages keep costing you work, a cheap second connection may be worth it: see the best backup internet for home. If they keep happening, compare what else reaches your address, or read our Xfinity review.

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