Day 7 of internet outage

I posted near the beginning of this thread about no wifi in 97201 and now the outage has extended beyond 8 days with still  no input from Comcast/Xfinity despite contacting them daily and be given the same no answer run around by the Xfinity Bots. I am an artist and my wife a teacher who runs over 75% of her classes online. It has been so challenging to get any work done at all. 
I understand the weather has been bad but has improved dramatically now and I have been able to drive safely in the SW Hills for a number of days. I have seen PGE and USPS trucks but never one Xfinity repair team anywhere.

Also being told rates are increasing in February for a service that has declined in features and included networks year after year. I think enough is enough.

…….:..[Edited: "Solicitation"]…….

[Edited: "Solicitation"]. When a company gets too large and buys up all competitors and outsources its tech and customer service overseas. Customer experience plummets and knowledgeable customer support is long gone. 
 This is not the first outage this month for us. Jan 2nd then Jan 6th then the ongoing big one! We were persuaded in November to give up our our TV Cable box for a wifi only one as we were told we are too near the tower and it was causing pixelation. So we switched and nothing but new problems and of course now no cable either as signal is purely wifi.

Enough is Enough!

The least Xfinity can do is offer us all the month of January for half price if it wants to keep its customers. We have all lost so much work over this so the month of January for free would be far better.

[Edited: "Solicitation"]

@nellykins001 Please visit our Xfinity Status Center at (https://www.xfinity.com/support/status) our Maintenance Team is working to restore services in the area as quickly as they can. This is also the best place to check if an Estimated Time of Restoration has been established, this is where it will be posted.

https://www.xfinity.com/support/status

this link is no help at all as usual

I have the app and have been checking daily.

On site tech support please

Oh come on Benjamin. You know that's not true!! I check the status site multiple times per day and it hasn't been updated at all and this is the start of day 9. Stop with the " check is in the mail " response. Try some accurate detail for a change. You'd be surprised what a difference it would make.

@nellykins001 If there is no Estimated Time visible when you go to the link, that means our Maintenance Team has not yet established a time that they are expecting services to be up and running. They are still working on restoring services, and we hope to have an update soon.

i knew they didn’t have enough manpower and have posted about it. 

this is why they won’t communicate to us customers.  blaming weather, pge, etc.

xfinity is the problem.

I'm on day 9 as well in 97221 just off Beaverton Hillsdale Hwy.  There are no Xfinity trucks or personal to be seen anywhere and of course no updates or communication.  I'm on the phone with them right now to discuss cancelling services as I'd like to go with another company and they can't even handle that. Their customer service phone support is all offshore as everyone speaks very broken English which makes it hard to communicate effectively.  They can't understand what I'm asking and it's difficult to understand them and there's all kinds of background noise. In all honesty it makes me feel like I'm on the line with a phone scammer rather than a company customer service agent. They were asking me account and payment questions which they said was to verify my identity. I simply said no and hung up the phone. When customers feel that unsure and at risk when dealing with a service provider it's a pretty good indication that maybe a change is in order.

Hello @user_fozpts, 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

@user_93kbr5 Thank you for reaching out on the Xfinity Community Forums. We are happy to assist you. Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

To send a "Direct Message":
Click "Sign In" if necessary
• Click the "Direct Message chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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

Thank you for reaching out to us here @user_7gu3c8. I know how frustrating that service interruption can be and I will be happy to look further into that for you. Could you send us 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

Our plan is to switch to quantum fiber aka century link. 

That's what I was thinking of doing until I read the reviews.

@user_omw7ns​ "If you are thinking of switching please do your research as you may well be jumping out of the frying pan into the fire."  Quick question: do you have an employment, business, financial or other relationship to Comcast/Xfinity? Just asking....

None whatsoever. I just do my research. As I said read the reviews, if you still feel confident in that choice please do so. After really giving it some thought, for me it seemed more like a decision made out of frustration than good sense. 

@user_196ots Could you please send our team a direct message. Our team can most definitely take a further look at this issue.To send a "Direct Message" ("Private") message:
Click "Sign In" if necessary
• Click the "Direct Message chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window

Comcast folks……. Why have I received two false alerts saying connectivity restored?  

Xfinity Alerts: Service is restored!  Is your equipment working now?

@Cedar-Hills​ 

I also have had 3 of these xfinity messages saying service restored but of course it was not. 
Comcast cannot get out of giving us credits for service down by claiming they are not responsible for weather when it’s obvious it’s their incompetence and poor equipment.

i remember a time when service mattered to Comcast and they made an effort. This is long gone. Staff are overwhelmed and overworked and probably underpaid and many jobs have been outsourced overseas and now customer service is non existent.

[Edited: "Solicitation"]

@nellykins001 Could you please send our team a direct message. Our team can most definitely take a further look at this issue.To send a "Direct Message" ("Private") message:
Click "Sign In" if necessary
• Click the "Direct Message chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window

It does not work I have tried many times

@user_196ots Here are the detailed steps to direct message us: • Click "Sign In" if necessary • Click the "Peer to peer chat" 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

Followed those steps and can’t click Xfinity support - here is why:

”Due the outage in your area I'm unable to get you to an agent or troubleshoot. I apologize for the inconvenience. Our technicians are working hard to resolve the issue now.

Once the outage clears you'll be able to troubleshoot and connect with an agent. For more info on the outage you can visit the Xfinity Status Center and sign up for text alerts or view the outage map.”

why can’t we speak with an agent while there is an outage? Please explain? It makes zero sense incredibly frustrating and confirms my need to get rid of this service

Our team would be more than happy to help! To get started, please create your own public post without your account information. Please provide as many details about your experience, questions, or concerns as possible. Doing so will auto-open a ticket in our system, and we can assist you in the order your request is received. Please note that sending unsolicited private messages to myself or any other user is a direct violation of our forum guidelines. Per those guidelines, continued violations could be subject to a revocation of your Xfinity Forum privileges. We never want to get to that point with any user, so we recommend reviewing those guidelines thoroughly. You must first create a Public post requesting assistance, and once a Comcast verified employee responds and asks for a private message to be sent, you can then proceed with doing so.

@user_28mcdx We do run our services off of commercial power, during storms or inclement weather the local power company does prioritize residential power over commercial to help keep you all safe and warm. Once local commercial power is restored we can start sending out our team to be able to complete repairs that we are not able to assist with while power is out. Estimates before power was restored may not have been accurate if we were not able to correctly assess the damage and needed repairs. You can check out this page here that we have to help keep you all aware of what is going on around you. https://oregon.comcast.com/2024/01/14/keeping-oregon-connected-prepare-for-winter-storms-3/
as well as this page here to help keep you informed as repairs are underway. https://oregon.comcast.com/2024/01/20/comcast-service-restoration-underway-after-power-outage-in-oregon-and-sw-washington/

@XfinityAmandaB​   re: https://oregon.comcast.com/2024/01/20/comcast-service-restoration-underway-after-power-outage-in-oregon-and-sw-washington/.  404 PAGE NOT FOUND OR YOU DO NOT HAVE PERMISSION TO VIEW IT

@user_cly1u7 thanks for letting us know that post was no longer showing. Please let us know if we can help you with your connection as we are here for everyone. 

We are in the same boat in 97239. It looks like I get to drive to Salem each day next week because the lack of internet and communication from Xfinity 

Our local teams in Oregon are working as fast, and safe as possible to have services restored. Here is the latest update from the area. Comcast Makes Significant Progress Restoring Service in Oregon and SW Washington 

@user_bobrew Thank you for reaching out here on our Xfinity Forums. I can definitely understand how frustrating it is to be without services. Our expert technicians are working as quickly and safely as they can to restore services to your area. We appreciate your patience and understanding.

@nellykins001​ Same time here, 97201. Next, will ask for refund (will be refused) to get in line for what I hope will become a class action suit. 

Yes Comcast owes us 9 days credit  minimum! Otherwise….Class Action Lawsuit

We can assure you that we'll provide a credit for the days that you had trouble with the services. We will provide and apply the credit when the trouble and issues with the connection have been remedied. 

@user_cly1u7​ lawsuit yes but also the only way to really get their attention is to cancel service. That’s our plan! 

@XfinityDanielB​ 

Hi Daniel Thanks for confirming that we will receive a credit for no service days.

Credit should be close to 30% of monthly bill

We lost service for about 9 days and came back this afternoon at 4.30pm 

We also lost service on Jan 2nd and Jan 6th (I have received a credit for those days)

What cant be refunded is all the money lost from being unable to work online as a result of this downtime. Tough on us artists and teachers