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We know how disappointed some customers are in parts of Arlington and Alexandria where unfortunate issues beyond our control resulted in two separate service issues impacting customers in Northern Virginia tonight.
The first involves a major commercial power outage due to a fire at the Arlington mall impacting some customers in Arlington. Our teams are engaged and responded immediately with back-up generators and other supplies to work to restore services as the power company continues working to fully restore the power grid.
A second issue is impacting some customers in Alexandria due to a fire on commercial power lines that burned our fiber this evening. We have multiple crews on site to repair services as quickly and safely as possible
**UPDATE 02/06/17 12:25PM EST**
All services have been restored. We know how disappointing this was for customers who missed the Super Bowl and are very sorry. Though the issue was detected immediately and additional crews were ready and dispatched, the fire caused extensive damage to our fiber and we had to wait for access and then worked through the night on the intricate repairs.
Is there an update? What is the compensation going to be for missing the biggest Super Bowl in history?
Also, how can you not have redundant systems to bypass any issues. Your single point of failure strategy is baffling.
Also, I've DM'd and tweeted @ComcastCast cares for the past 3 hours and I haven't even got the courtesy of an acknowledgment that I've written.
I was told 9:29PM and 10:27PM for restoration of service. Both have passed without resolution. When will this really be fixed?
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For once, i'm not blaming Comcast for this one. Not their fault downed power lines and fires burning cable cut some service.
If you are really concerned about having backup, you can get backup yourself too. I bought this HD TV antenna for $10 at Big Lots a few weeks ago and watched the game just fine in 1080p HD.
The robot on the technical support line, as of 1AM, is now saying to check for updates on restoration of service "after 24 hours." They're not saying service will be restored within 24 hours, they're saying they should have updates on when it will be restored 24 hours from now. Sounds like it's going to be down for quite a while.
Looking forward to hearing how Comcast proposes to compensate its customers for this.
How about instead of removing posts from the forum you actually engage with the members and answer the dang questions?
The Internet was designed to withstand a nuclear war. Comcast managed to make it vulnerable to a fire at a shopping mall. This absolutely was in your control. How do you not have backups? I hope the Pentagon or any of the government agencies in Northern Virgina are not stuck with such an inadequate company.
How are you going to make this right? This is ridiculous. If Comcast didn't have monopolistic control of the are you would have lost 100% of your customers today.
Why should I not go back to DirecTV?
To help residents and emergency personnel stay connected during this time, Comcast is opening up Xfinity WiFi outdoor and SMB hotspots in these communities to anyone who needs them, including non-Xfinity Internet subscribers.
This will be starting at 4:00 PM ET on Monday, March 5, 2018, through Friday, March 16, 2018.
For more about these open Xfinity Hotspots see here.