Day 7 of internet outage

we are also without internet for 7 days. the pge power map shows no outages in our area. and no updates from xfinity.  seems like xfinity isn’t in a rush to fix things. 

@XfinityRyanE​ we have not lost power once in this storm. Neither have our neighbors. But your service has been out for over a week in this neighborhood. Stop blaming the power company.

Same - power has been steady and roads cleared soon after. What’s going on??

@XfinityRyanE​ 

when? We need to plan work week. When will it be restored in 97201?

 Able has been down on Cornell between Skyline and Miller and no one has worked on it. Power is on. What’s going on?  Are you taking the day off?   Do you care?

Btw, don’t ask for name, address info to reply in “private” message, Xfinity - nothing comes of it

You have not updated the status center in a week. Every time you ask us to check it, it’s insulting and frustrating.

@XfinityKatie​ It’s safe now 97230

@user_sd1hcw Services may be out in your area due to a number of reasons, including but not limited to weather, power interruptions or other outside factors. When a service loss is declared in an area, our teams are notified and will work as quickly and safely as possible to ensure everyone is back up and running. We offer convenient self-service options to check service interruptions through My Account, the Xfinity App, or the Xfinity Status Center at http://www.xfinity.com/support/status. This is where you would get the most up to date information including ETAs. This is the same information all representatives have as well. Credits are applied once the service loss in the area is cleared. Once fully resolved, there is a way to request a credit online, and we will check to see if you are eligible! Visit the link: https://www.xfinity.com/support/account-management/credits/outage/details?client_id=helpandsupport&continue=https://www.xfinity.com/support/status&linkId=149261291. 

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. 

Hello, @meorime. We appreciate you taking the time to reach our team on our Forums page regarding your services. We definitely understand the urgency of having services back up and running. We'd be more than happy to take a closer look and check for an ETA. Please send a DM with your full name and full service address to assist.

Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message

If you understood the urgency you wouldn’t treat customers this way.

@user_rmqom4  if you opted out of direct messaging, it will not be available to you. You can choose to opt-out/in via your profile page. You will not be able to use direct messaging unless that feature is enabled/unchecked. 

No service also here for 7 days at 97201 and we are up in the hills and have been walking my dog twice a day. Icy but not dangerous and USPS and PGE have been able to navigate terrain with no issues. Xfinity employees must be Edit: [Language]

This looks like a class action lawsuit in the works Xfinity had better take at least 25-30% off everyone’s monthly bill

I have also tried daily to reach them🙏🏻

I'm in 97201 as well, and I've been told by Xfinity chat employees three times now in as many days that the service was being actively worked on and that service would be restored within 1-2 hours. In fact, just today, at around 5:30pm, one employee on chat said that service would be back up at 8:39pm today. So specific, I was quite impressed.

I am now under the impression that these employees were actually lying, not just misinformed. How could three separate Xfinity employees be independently so wrong (not to mention that each one said the fix would come within a couple hours)? Answer: the script they use includes lying to the customer as an option. There is just not another explanation I can think of.

I agree with the person who said safety is important - of course it is! But I drove to work in my non-4x4 car yesterday and today, no problems whatsoever, and I live in the SW hills - where the roads are clear and safe. So where are the Xfinity crews? I've driven all over and roads were quite good, especially today - temps would have made it entirely possible to drive, so stop with the "once the area is safe" nonsense.

Such a shameful way to treat your customers, Xfinity.

Same here, 97221. Early Monday morning and still nothing! This is ridiculous. 

Hi, @user_3a8my0! Thanks for taking the time to visit XFINITY to let us know about the service concern and for your patience. As someone who depends on my services to work correctly for my livelihood, I understand the inconvenience that this can cause. I am sorry to learn about this experience. We can help. When you check our Digital Status Center, what results does it pull for you? This is one great way to monitor your services and to ensure you receive credit for an interruption.

@XfinityGabriel​ getting the same outage message today as I did when it went out the Saturday before last. 9 days no service. We’re using our cells for hotspots so we can work, incurring additional $$$. We need a reasonable ETA for restoration and one that’s legitimate not like the timeframe we got Wednesday that came and went or Friday that also came and went. The missed timelines weren’t even addressed, account outage messaging just flipped back to “there’s an outage in your area…” 

I would be happy to look at your account specifically @user_3a8my0. Could you send me a direct message with the full name and complete address for your service? 

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

We are having the same issue now in the SF Bay area, and the Santa Cruz Mountains of California.  Exact same issues.  It's a little scary how similar the stories are between here and the situation in Santa Cruz Mountains.  The current XFINITY strategy for handling outages seems like a new one they just started and it is horrible.  Cannot get connected to a human on the phone.  No updates to the status page, just ASAP (which of course means nothing).  No information flow from the field to store personnel or to support personnel or to the customer.  Just crickets.

And the weirdest thing is NO TRUCKS!  I know from being a customer for over 15 years that when there is a problem like this there are as many COMCAST/XFINITY trucks as there are PG&E, AT&T, and tree service trucks.  I know where they stage.  I know where they refuel.  I know where the parts of the network are that they need to check.  After this storm, they are not at all visible!  Everyone else showed up and did their job.  Not XFINITY though.  XFINITY, where have you gone?

@user_y7ca1p Hello! Thank you for reaching out to us here on our Community Forum. We are very sorry to hear that your services are still not available. We would recommend going to our Xfinity Status Center which can be found here (https://www.xfinity.com/support/status), as our Maintenance Team works to restore services in the area, if there is an Estimated Time of Resolution provided, this will be where the information will be made available.

On four different occasions, you provided an estimated time of resolution.  Each time, you failed to restore service.  At least you wised up and stop putting out false hope of resolution.   This is assuredly the worst customer relations fail I have ever seen, and the brand damage Xfinity continues to self-inflict is shocking.  Shame on your employer.

Hi @user_y7ca1p,

Thank you for visiting our official Xfinity Community Forums support page. We apologize for the extended downtime of services. There are many factors that come into play in order to restore services. Please rest assured that our engineers and services technicians are working around the clock and tirelessly working to restore services as soon as possible. 

We do recommend using our Xfinity app and web portal to know when services have been restored. You can also visit our Comcast Oregon community page where some updates will also be provided. It is hard estimate when services will be restored after weather even such as this. In many cases, we are unable to assess the damage and issues until power has been restored and emergency services have deemed the area safe for our technicians to access the areas for assessment and repairs. 

By using the resources above, you will have access to the latest information available. If there happens to be anything more we could assist you with, please do not hesitate to ask. We are always happy to help.

https://www.oregonlive.com/business/2024/01/xfinity-internet-services-have-been-down-all-week-for-some-portlanders.html

finally!

Greetings, @user_v9ogs8! Thanks so much for taking a moment out of your busy day to leave a post on our community forum. I'm sorry to hear you're having issues getting through to someone, but you have definitely come to the right place for assistance.

If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.

To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.

@XfinityJamesC​ Did as suggested and was told by you that the service plant's power had been recently restored at 11:25 A.M. and that the ETA that has been getting updated to remain 8 hours out continuously should no longer be pushed out unless major damage was found... And of course it has been consistently pushed back to remain 8 hours out regardless.

I respond to point this out, and @XfinityEva responds to tell me it's just an estimate, and is subject to change. Estimates are based on factors, and failing to relay WHAT factor has changed to justify the appearance that NOTHING is improving serves ZERO usefulness in a response... Unless of course you're seeking to further persuade me to swap my ISP by seeming this neglectful to your customers.

The surrounding area of my residence line wise was nearly untouched, any issues with power were promptly dealt with, so what exactly is Xfinity's struggle in delivering an actual ETA? Lack of personel, incompetence, negligence? You'd have a little more patience from your clientele if communication was open and providing real insight rather than keeping everyone in the dark with no end in sight.

Additional frustration when other ISPs aren't failing as such, and are seeming more and more like a better alternative than this. Shame my area doesn't have fiber yet

Ok so 8 minutes after I posted our message internet came back up... So odd. Will see if it actually stays up.

Hello @user_m9tnti, thank you for taking the time to reach out on social media.  I understand your concern with the service, and I'd like the opportunity to check into that for you.

To access your account, will you please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.

Here's the detailed steps to direct message us:

• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message

Greetings, @Moemoe29! Thanks so much for taking a moment out of your busy day to leave a post on our community forum. I'm sorry to hear you're having issues getting updates about this situation, but you have definitely come to the right place for assistance.

If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.

To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.

There is no direct message icon available, even after signing in.  And it is unclear where I could enable this feature on my own in my profile.

Greetings again, @user_aa3917! Thank you for letting us know your service has been restored. I really appreciate your efforts to stay in touch with us over these last two weeks. Please don't hesitate to create a new post if you ever need assistance with anything else. Our amazing community is always ready to help.