Visitor
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1 Message
“As soon as possible” is NOT an eta update!!!
My Internet abruptly went out at 2:00p. No big deal. Accidents and outages happen. Immediately, the Xfinity app gave me an outage notification for my area, and an ETA to restoration of 5:10p. To add to the current confusion/frustration, the most frustrating outage map imaginable is offered by Xfinity to us. It shows my house and nothing else. But the ETA on the map said 5:15p instead of 5:10p. I waited until 5:15p to call customer service. Which I had to lie to get a real person on the phone and say that I wanted to add a service to my plan. They were not able to give me any update either. Only that there was still an outage and they were working to fix it. As I was on the phone with them, the ETA on the Xfinity app “updated” to, “As soon as possible.” This is not an update nor any ETA. It is an insensitive, manipulative, blanket-coverage statement that just saves face for Xfinity. Now I’ve been unable to work for about half my day, and cannot even give updates to those asking me. How billion dollar companies in 2026 have such bad communication and transparency issues is beyond me.
EG
Expert
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117.8K Messages
1 hour ago
Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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XfinityAirelle
Official Employee
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3.2K Messages
1 hour ago
We completely understand the frustration here, especially when you were initially provided a specific restoration timeframe and then later only saw “as soon as possible” with no additional context. When you rely on the connection for work and communication, not having a clearer update makes the situation even more stressful.
The reason that message sometimes changes from a specific ETA to “as soon as possible” is usually because the repair became more complex than originally expected or the estimated repair time could no longer be confirmed accurately. Rather than continuing to push an ETA that may end up being incorrect again, the system removes the estimate until technicians have a better understanding of the remaining work.
That said, we absolutely understand your point that it does not feel like a meaningful update from the customer side, especially after already planning around the earlier timeframe. We also understand the frustration with the interruption map visibility and the difficulty getting detailed information through support channels.
While we may not have access to more detailed field notes from the technicians actively working the interruption, we can confirm the issue is still being worked on and restoration efforts are ongoing.
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