JWB4's profile

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1 Message

Tuesday, October 27th, 2020 1:00 AM

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Contacting Customers Prior to Scheduled Maintenance

Dear Comcast,

Yet again, you have managed to disconnect all services at my address due to “scheduled maintenance” that is supposed to take up to SIX HOURS. Even though this is supposedly scheduled, there has been NO EFFORT on your part to inform your customers in advance. Why? This has been requested over and over and over. What will it take for you to actually embrace a customer service mindset and take the proactive initiative to contact your customers well in advance of these planned outages so your customers can make plans accordingly?

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Official Employee

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6.9K Messages

5 years ago

Hi @JWB4

Welcome to the Xfinity Forums, and thanks for sharing. I can definitely understand why this would be frustrating. We've heard your concerns and have found ways to communicate this info with our customers. I wanted to let you know you can get notifications about service interruptions by following this link, https://comca.st/2Jrw00t. You can check for outages by: 

 To be notified about future outages, please register your number for outage alerts. I hope this helps. 

New Poster

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4 Messages

@ComcastChe, how do we get notification of scheduled maintenance in advance rather than finding out when services are unavailable?  In all the 20+years of using Comcast I've not experienced so many outages due to scheduled maintenance.  I live where we are impacted by weather and PG&E PSPS events, but those are somewhat predictable and there are other communications coming out that clue me in to be ready.  Logging into my account and checking the Support Center for scheduled maintenance is not particularly effective.   I would gladly signup for text message alerts for scheduled maintenance, but I don't see that as an option.  Please help!!! 

(edited)

Visitor

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1 Message

The option was not there for me either. Only the option to receive notifications on a current outage (when in an outage). I thought maybe it would be an option when there was no outage, but alas, not. A chat with a real rep took care of it right away, though. They added my number to a list for notifications of upcoming outages. I asked how far in advance it would be and was told usually 24-48 hours before hand.

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