3 weeks post "upgrade" to neighborhood - continued outages and zero attention

Hi user_qt3tmq, thanks for reaching out through our community forums! I'm terribly sorry for the experience you had and that you haven't been able to get a solid answer as to what's happening in your area. Our team would be more than happy to look into what we can do to help! Please send us a direct message with your full name, name on the account (if different), and service address, and we'll dig in!

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I am another of the impacted neighbors. In a text thread we neighbors have recently been sharing stories of the negative impacts we have experienced since the "upgrades" began 10/20/25. We realized we have all individually been attempting to gain resolution to the issues, with little success. To make our efforts collective, I compiled a list of all known impacted neighbors and brought the following letter (names and addresses removed for this public forum) to our local Xfinity store in Bellingham, WA, tonight 11/7/25.

Shortly after 6pm I spoke with the store manager there and she informed me that the Xfinity store is strictly retail sales only and staff there have nothing to do with resolving service issues. She said she was not allowed to provide me with a contact phone number for a service technician manager. She was not able to get on the phone and make contact with a service manager for me so that I could speak with them. She offered only to take my physical letter and email it to the service technician supervisor(s?). She was unsure if they would reach out to contact me, or if perhaps would send a truck out into the neighborhood directly, but she thought they would not be contacting the dozen neighbors on the list in our letter. 

I am disappointed that our local Xfinity store is unable to help local customers who are experiencing severe service disruption issues. It is unacceptable that our service, which was working perfectly fine prior to "upgrades," has been missing and/or completely unreliable for nearly three weeks. I expect Xfinity to do better in their process to make this right with the dozen or more homes that we know are currently impacted, as well as others in the neighborhood that are surely also experiencing this. 

Letter left with Bellingham store manager to follow:

To Xfinity Management -

The neighbors in the Plum Ln/Harborview Drive neighborhood of Sudden Valley gate 3 were informed by Xfinity that physical network upgrade work would begin 10/20/25.  Since then, there has been a constant stream of issues with some homes having disruptions lasting hours at a time, other homes experiencing repeated  disruptions that are several days at a time with no internet access, others experiencing disruptions in speed, etc.  Many of these service disruptions have not been noted on Xfinity outage maps. Many of us have spent hours on the phone with Xfinity service reps, on the chat with Xfinity,  and scheduled tech visits to our homes.  None of these efforts have resulted in a return to reliable service for our neighborhood.  We believe the "upgrades" which began on 10/20 were not completed properly and are resulting in the continuing lack of unreliable internet service to our neighborhood.  Our prior contacts with Xfinity have not resulted in the resolution of this issue to our neighborhood.  We require further help and advocacy for our neighborhood to address the issue at the boxes and are asking for help from our local Xfinity store and managers.

Neighbors we are aware that have experienced impacts:

-Neighbor at __ Plum Ln (repeated days long outages. Currently not working for days. Several tech visits to home and phone calls did not resolve. Was told by the tech that the issue is with the infrastructure "upgraded" by third party beginning 10/20 and that the boxes need to be repaired at the box by the third party company.  Spent 53 minutes on phone and escalated to a supervisor with no resolution.  Have to hotspot cellular service due to remote work.)

- Neighbor at __ Plum Ln (currently not working. Many outages since 10/20. Have to hotspot cellular service due to remote work.)

-Neighbor at __ Plum Ln (Currently out since morning of 11/5. Several days long outages since 10/20 that do not appear on outage map. Repeated chats and phone calls. Did not resolve. Tech visit scheduled for Sunday)

-Neighbor at __ Harborview Dr. (Several hours long outages since 10/20. Have been in contact trying to resolve. Currently working.) 

-Neighbor at __ Autumn Vista (numerous issues since 10/20. Internet currently out)

-Neighbor at __ Harborview Dr. (Numerous issues since 10/20)

-Neighbor at __ Harborview (currently working, many outages since 10/20, very slow speed since 10/20)

-Neighbor at __ Harborview Dr. (Constant issues since 10/20)

-Neighbor at __ Doe Court (constant daily issues since 10/20)

-Neighbor at __ Harborview Dr (numerous issues since 10/20. Tech visit changed modem and is working now)

- Neighbor at __ Plum Ln ( Tech came and changed modem which did reconnect, but outages and slow Internet nearly every day since 10/20. Have to pay extra to ATT data for fulltime remote work.)

-Neighbor at __ Harborview (was able to get bill credit for issues, but no notification from Xfinity re repeated disruptions).

Additionally, there is currently an exposed cord laying on top of the ground running through water culverts and in ditches that runs a great distance along Harborview Dr. from one of the Xfinity boxes to another of the Xfinity boxes.

We will appreciate prompt help with getting this information in front of the people who will be able to address the issues in a timely manner.

Thank you, 

Impacted Neighbors

The concern is not "accessibility / disability" help related............ Topic moved here to the proper help section.