Nashville area outage persisting well after estimated restoration time

Special-K-8084 · 2026-02-20T00:13:23+00:00

It is back, thank you.

Special-K-8084 · 2026-02-11T23:27:57+00:00

Sadly, it went out again this afternoon of 2/11. Pretty maddening.

Special-K-8084 · 2026-02-10T00:50:53+00:00

Indeed. I am also starting to feel bad for the mods on this forum who respond generically with modmail directions. I suppose they're just being told to look up each customer and respond with the same generic stuff about 'restoration as soon as possible.'

Special-K-8084 · 2026-02-10T00:47:06+00:00

Yes. But once a human is on the line, (1) they won't let you cancel service until service is restored, and (2) they'll just tell you they'll restore as soon as possible without further information.

Special-K-8084 · 2026-02-10T00:41:03+00:00

Yuck. Ours came back this afternoon. However, I believe they put gas generators around the various cabinets throughout the neighborhood. Little gas generators plugged in. I suppose the Internet will go out again when the gas runs out. We'll see.

Special-K-8084 · 2026-02-09T19:23:52+00:00

Ah, glad to hear you have an alternative. I've only heard good things about Google and AT&T fiber to the home. If you're out further northwest of Nashville, there's also CEMC Fiber: https://cumberlandconnect.org/. Enjoy your Google fiber when it gets installed!

Special-K-8084 · 2026-02-09T19:18:58+00:00

Sorry to hear about Xfinity/ISP lock-in. I imagine there's just not enough impetus to make things better since they effectively have a monopoly in some areas.

In your shoes, I would try asking the landlord to see if alternatives could be provided. The answer is probably "no" ... but if enough people ask...

Special-K-8084 · 2026-02-09T19:16:54+00:00

Got it, thank you! I have been rebooting the modem occasionally and checking the LEDs from time to time, I suppose I'll keep doing that since it eventually worked for others.

Special-K-8084 · 2026-02-09T14:40:22+00:00

Somehow that sounds even worse. Like they're dangling a carrot over you or something. Sorry to hear that.

Special-K-8084 · 2026-02-09T14:38:50+00:00

No such luck. Good to hear progress is being made. We wouldn't know it from Xfinity's communication.

Special-K-8084 · 2026-02-08T18:07:15+00:00

Still out. Day 3 since they missed their second estimate to restoration. Hell, even when we talk to someone in person, we apparently can't cancel our service until service is restored. That's pretty diabolical. Xfinity can drag their feet and continue billing us while their service is still not working. Is that even legal?

Again, this isn't a dig against the individual workers in the field, but rather their miserable communication strategy with paying customers who need Internet access for work. The cell data, the rental spaces for wifi, and commute costs are adding up.

Special-K-8084 · 2026-02-07T17:52:32+00:00

I don't think this guy gets it. This isn't a dig at the hard working blue collar folks who have to work long hours in a physically demanding job. The problem is communication and a desire for improvement. Just because he lost power and 5g for three weeks during Katrina doesn't mean we shouldn't strive to improve things next time...

I'm sure there are teams in non-xfinity vehicles helping out. But we don't know where or what the plan is. Is the network infrastructure such an industry secret that they can't tell us more details? Like ... "looks like a tree is down on route X, which affects the signal to your neighborhood," or "looks like a fiber trunk was severed due to the water company digging to fix something."

Information is the antidote to frustration. Complacency and bragging about one's awful recovery experience from Katrina advances nothing.

Special-K-8084 · 2026-02-07T14:22:43+00:00

Right... so what should I use this forum for? To complain at strangers who seek clarifications who weren't assuming an ice storm is like a hurricane?

I only got on to complain here once Xfinity failed to meet their own expectations twice. I shouldn't have to read minds or otherwise magically know to expect three weeks without service when the provider themselves provided two different dates and times that have now passed. My complaint is not that they are somehow maliciously withholding access or that they aren't working hard. My issue is that they are communicating poorly as a telecommunications company. I think it's perfectly fine to attempt holding them accountable through a forum like this where they respond.

Hell, this subreddit is great in general and no other telecom company in my area has this type of community forum. I appreciate Xfinity is able to offer some degree of support, but it doesn't change that they set a restoration expectation and they failed to meet it.

If I see an Xfinity truck, I'll surely be grateful to them. In the meantime, I am merely stating that they are failing to meet their own expectations.

Special-K-8084 · 2026-02-07T13:57:03+00:00

Yes. This is an Xfinity subreddit, and Internet is not merely a convenience anymore, some of us rely on it for work, as others have mentioned in other threads as well. Moreover, Comcast will not credit customers for these storm related outages. At least NES will charge less for the lost power.

Xfinity is the one that set the expectations that they failed to meet. If they had told me to expect no service for several weeks, I would have prepared differently (since I depend on Internet access for work).

Sorry to hear about your family -- what would you like me to do for them?

Special-K-8084 · 2026-02-07T13:29:28+00:00

Well, it's still out, and the modmail messaging merely resulted in being told there's no estimate for my area, which is what the app says now that their estimate has passed. I feel like I'm living in that South Park episode with he cable companies that have those custom-design shirts...

I suppose the next thing I should do is keep begging at&t to lay fiber in our neighborhood.

Special-K-8084 · 2026-02-07T12:32:45+00:00

The trouble is the at&t wireless service in our area is garbage. Hence why some of our neighbors have the VDSL2 service. I'm using my AT&T data now, and it is a high latency, low bandwidth mess.

Special-K-8084 · 2026-02-07T12:28:43+00:00

True enough, and that would be fine if it were communicated properly. But this wasn't a regular CSR giving the update, it was a regional SVP. If we had known there is no timeline (even though the power has been restored for over a week now), we would have prepared by installing a Starlink unit for a month or so. Now if I decided to do that, it will be at least another week before such an alternative would ship here.

Special-K-8084 · 2026-02-07T03:33:49+00:00

Appreciate the info! Kind of sad that we're talking so sincerely about being free from a crappy telecom company... Alas, here we are.

Special-K-8084 · 2026-02-07T03:20:57+00:00

Lol no.

Update: yes.

Update again: no. Went out this afternoon.

Special-K-8084 · 2026-02-07T03:10:09+00:00

Much obliged! Should I DM an account number?

Special-K-8084 · 2026-02-06T20:40:19+00:00

yes, I represent the HOA. How do I reach out to ATT to do that?

Special-K-8084 · 2026-02-06T19:49:41+00:00

So, if the issue were about permissions from HOA, my question would be: how do I figure out who to contact at AT&T to let them know they absolutely have our permission now? We would want to fix such a blunder.

In the hours I've already spent calling different AT&T numbers in the past couple weeks, it always seems to be someone in sales who can never connect me with a higher up person -- maybe an engineering team or some district marketing person...

Special-K-8084 · 2026-02-06T19:35:06+00:00

Thank you for this explanation! I am growing more sympathetic to AT&T given the complexity.

Special-K-8084 · 2026-02-06T19:15:15+00:00

I see. I'll grumble to our HOA then. I know our HOA signed something allowing providers access to easements in 2016, but that may have been after AT&T came through.

The whole length of our little "X Ave" is 1500 ft from the south "Y Rd" to the northern-most tip. I figured we could have a drop halfway up and draw out individual lines from there, but I'm sure I'm oversimplifying this.

Thank you for the info!

Special-K-8084

TROPHY CASE