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user_1866iv
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Wednesday, October 9th, 2024 12:14 PM

Augusta, GA outage again with no restoration date

Wifi was back for a few days then went out again yesterday 10/8 with to ERT. When will this be fixed and what is Xfinity doing about it? All the other wifi services are back and running 

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1 month ago

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EG

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107.2K Messages

2 months 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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XfinityArmand

Official Employee

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1.9K Messages

2 months ago

Thank you so much for taking the time to reach out to Xfinity Support @user_1866iv.  We are so glad to hear from you and want to help in any way that we can.  Please feel free to shoot us a private message with your details so that we can take a look at what is going on for you.  

 

To send a "direct message" / "private message" message to Xfinity Support:

 • Click "Sign In" if necessary

 • Click the "Direct Message" icon or https://forums.xfinity.com/direct-messaging 

 • Click the "New message" (pencil and paper) icon

 • The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

 • As you are typing a drop-down list appears. Select "Xfinity Support" from that list

 • An "Xfinity Support" graphic replaces the "To:" line

 • Type your message in the text area near the bottom of the window

 • Press Enter to send it

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user_1866iv

3 Messages

I never got a response from the DM

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2 months ago

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XfinityAldrik

Official Employee

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1.7K Messages

Good evening @user_1866iv! I noticed you were able to receive our previous direct messages and are actively working with us over DM.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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2 months ago

0

TBees

8 Messages

2 months ago

Internet has been out since the 2nd for me. I have been watching the ERT and it just keeps getting pushed back. Customer service has not been able to give me an update with any timline or an explination as to why it's still down.

4

XfinityJohnG

Official Employee

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1.2K Messages

Thank you for reaching out to us here @TBees. The http://www.xfinity.com/response site is still the best option for any updated information as well as your Xfinity app. If you can send me a direct message with the full name and complete address for your service I will see if there is any new information. 

To send a direct message [private message]:

   Click the "Direct Message" icon or  https://forums.xfinity.com/direct-messaging

   Click the "New message" (pencil and paper) icon

   The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.

   - As you are typing a drop-down list appears. Select "Xfinity Support" from that list.

   - An "Xfinity Support" graphic replaces the "To:" line.

   Type your message in the text area near the bottom of the window

   Press Enter to send it

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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2 months ago

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TBees

8 Messages

I would but I don't have [Edited: Language] internet and phone service in Augusta is still [Edited: Language]. How about yall just give us a dead line on when our internet will be back... I saw 2 xfinity trucks today not doing anything one of them the guy was sitting in the truck in a empty parking lot.

(edited)

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2 months ago

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XfinityJeniece

Official Employee

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2.4K Messages

 

TBees We would recommend continuing to check https://www.xfinity.com/response for the most up-to-date information. We working to get this resolved as soon as possible. Please feel to send over a Direct Messag, soo we can take a look at your specific account.

 

I am an Official Xfinity Employee.
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We ask that you post publicly so people with similar questions may benefit from the conversation.
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2 months ago

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user_uaualw

2 Messages

How is she supposed to do that with no Internet 😭 😭 😭 😭 

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1 month ago

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Pharmboy6...

4 Messages

1 month ago

Just please put out a statement with simple explanation. Was a hub destroyed. When do u estimate it will be fixed. Have u ordered new parts. Just put out a statement. 2 full weeks of silence is not reassuring to your customers. Social media. News. Radio. Xfinity app. ANYTHING!!! U truly do not care at all. Well starlink or even WoW, time to shop around for new service

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XfinityBrianH

Official Employee

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948 Messages

Thanks for reaching out. You can go to our regional blog, https://florida.comcast.com/2024/10/07/milton/ , to find the latest updates on our preparation and restoration efforts for Storm Milton, now and until we get every customer back up and running.

I am an Official Xfinity Employee.
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1 month ago

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TBees

8 Messages

Wild. Good job deflecting and directing us to a different states updates. Seems they have their heads all the way up there [Edited: "Language"]. Time to cancel.

(edited)

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1 month ago

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user_uaualw

2 Messages

@XfinityBrianH​ Can you please explain in detail which part of "we can't spare the data to load another browser link" is difficult for you to comprehend? Thanks. 

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1 month ago

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XfinityOrlandoM

Official Employee

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1.4K Messages

@user_uaualw

 

We apologize for any inconvenience and just know that our teams are working around the clock to get everyone's services back up and running.

 

We understand that not everybody has mobile data options but we're just providing all the information we can to assist our customers to get through this until our team can get everyone's services back up and running

I am an Official Xfinity Employee.
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1 month ago

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user_j0r0np

3 Messages

No you are not. You guys are just sitting around not doing anything. There’s no reason why we should bebe without service for TWO WEEKS! Especially if we have our power back. Some of us have to rely on the internet to work so if you’re not going to fix the service or put money INTO MY BANK ACCOUNT FOR MISSED WORK DAYS OR POTENTIALLY BEING FIRED then i truly don’t want to hear a generic response that helps absolutely nothing. I don’t have patience and I’m really fed up

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1 month ago

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user_535nne

1 Message

1 month ago

Our service has been out since the storm. Earlier they had told us we would have service restored by Oct 19th. Now they are telling us that we should have service again by tomorrow morning. If that happens I will eat your hat. 

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XfinityDena

Official Employee

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2.5K Messages

@user_535nne I completely understand the ongoing frustration. We coordinate our recovery efforts closely with local and state government, power companies, and other local entities as we are continuing to work to restore service to areas effected by the recent hurricane. There was a lot of damage and work that needs to be done which is definitely a major component causing delays, in additional to working with other additional entities. Please know it's our priority and goal to get everyone effected up and running as quickly as possible. We don't want you to be without service any more than you do. 

I am an Official Xfinity Employee.
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1 month ago

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vovchyk_bratyk

Regular Visitor

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4 Messages

1 month ago

I can appreciate how complex the situation is.  Running high speed internet is not as easy as running electricity, and running electricity is complex.

My issue is not with the work the linemen are doing but with Xfinity as a company and its somewhat absurd estimates.

For those like myself who primarily work from home, it's a bad look to be telling our companies, "Yep, the estimate from Xfinity is 9 October."

"I mean... 11 October"

"I mean wait, 17 October"

"Scratch that, I mean 24 October"

"well, now it just says 'As soon as possible'"

Xfinity's lack of transparency means that paying customers need to divine what's happening on the ground.  And from what I can tell, matched with what some linemen have posted, there are a few issues:

1. Downed lines being cut or destroyed by well-meaning cleanup crews (Xfinity has acknowledged this)

2. Changing up payment structure for subcontractors which has caused some crews to leave, reducing the overall workforce strength (Xfinity has not acknowledged this)

3. A supply problem of materials pertaining to hubs and new runs to replace old ones (Xfinity has not acknowledged this)

Add this to estimates that reliably slip, and it really does damage consumer trust.  Personally, I have nobody else providing Internet in my area.  I am on a T-Mobile home internet modem right now, but it is definitely trash reliability and is only in use until Xfinity comes back on.

However, the very second fiber is available, it is goodbye forever.

Xfinity, you have to own the fact that you've done this to customers who would otherwise be loyal.

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XfinityDilary

Official Employee

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1.8K Messages

Thanks for your comment and feedback, vovchyk_bratyk. We understand this situation has been extremely frustrating, and we sincerely appreciate your continued patience while our field team works to restore services in your area. Keep in mind that the estimated resolution timeframes for these types of repairs can change depending on what's causing the issue. The best way to stay updated would be online on our Support Center Website or through our Xfinity App. Are you taking advantage of these support tools? 

 

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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1 month ago

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