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By Amanda Greenwood
Associate News Editor
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Freezing rain and ice caused widespread damage across Nashville on Sunday, leaving more than 210,000 Nashville Electric Service customers without power as crews worked through the night to make repairs. Xfinity users also reported major internet outages, although the company has not released specific customer‑impact numbers. Xfinity customers affected by service interruptions may be eligible for outage credits through the company’s support channels.
Why it Matters
The outage disrupted power and internet service for large areas of Nashville and Middle Tennessee as temperatures dropped, affecting residents’ ability to heat homes, access communications, and receive emergency updates, according to FOX 17.
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What To Know
NES said ice accumulation weighed down trees, causing them to snap and bring down power lines across its service area.
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As of about 7:30 p.m. Sunday, NES reported roughly 210,000 customers without power, with fewer than 35 distribution circuits each affecting more than 2,000 customers, said FOX 17.
NES said crews and contractors worked 14- to 16-hour shifts and planned to deploy nearly 300 lineworkers on Monday to accelerate restoration.
Regional utilities also reported significant outages as of Sunday evening, including Tri County Electric (32,307), CEMC (23,962), MTE (15,282), and CPWS (1,331), according to FOX 17.
Xfinity advised that power must be restored to both a customer’s home and the local network before internet and phone services can return, and recommended checking the Xfinity Status Center or app and restarting equipment after power restoration.
What People Are Saying
Xfinity said: “If your service goes down, check Xfinity.com or the Xfinity app first to see if there's an outage. A power outage may impact your Xfinity services. Power must first be restored to both your home—and to the local Xfinity network serving your neighborhood—before our technicians can begin work to restore your Xfinity services.”
How to Seek Credits or Support From Xfinity
According to Xfinity’s official support page, customers may be eligible for a bill credit when they experience a service outage. The fastest way to do this is to use the Xfinity Assistant, which automatically checks eligibility and applies the credit if approved
First, customers should log in to their account via the Xfinity app or xfinity.com. Then they can access the Xfinity access and type in “credit” or “credit for fees.” The assistant will then ask them questions to see whether the outage qualifies for a credit (based on factors like cause, timing, and account history). If they are eligible, the assistant will confirm the credit will be issued. If they aren’t eligible, the Assistant will provide a reason and transfer the customer to an agent.
What Happens Next
According to FOX 17, NES said crews and contractors would continue working in rotations and expected nearly 300 lineworkers to be deployed Monday to clear vegetation, replace broken poles, and restore distribution circuits.
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