Day 7 of internet outage

@user_fs00ns We would hate to see you leave because of this. Please send us a direct message with your full name and service address. 

Here are 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

We understand your frustrations and where you are coming from @user_plvnyo. We'd be happy to look into the interruption affecting your area and see what information we can provide. We will also be happy to monitor the situation until your services are back up and running. To get started, can you please send us a Direct Message with your first and last name along with the service address on your account? 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
• Press Enter to send it

Your Xfinity support direct messaging is the same as the text notifications and when talking to a customer service rep, no ETA and you will get to it as soon as possible.  What is the Xfinity metric for "as soon as possible" when having to call every day for a week straight and you get the same response?

I completely understand the frustrations, @user_ks99jz! We are monitoring the ticket on our end, and will reach out with any new updates we may have. Our teams are working to bring the servies back online to area wide connection once it is safe to complete the work. I will be in touch very soon. 

@Cheesecake88​ To be honest I'm skeptical about the suggestions to use the chat, personal message, etc. Very little is gained from this, as most of the communication is based on scripts -- and that assumes it's not an AI chatbot. Also, corporations rely on these interactions to "prove" they are responding to problems and complaints, which can even be used in future legal action taken against the company! Basically there's almost nothing you can do but wait this out, and file an FCC complaint if there's actual financial or other serious harm. 

@Cheesecake88​ it doesn’t help AT ALL. Are you serious? Lol

I am very sorry to hear about the experience, @user_30lc8t! Our crews are working as quickly as possible while maintaining safety of all of our teams. We do recommend following up dates here https://www.xfinity.com/support/status. 

There are no updates.. That's what everyone is angry about. 

@user_hpun6b Hello! Thank you for reaching out to us here on our Community Forum. We are sorry to hear that your services are still not available. Our team is working to restore services in the area as quickly as they can. We would recommend going to our Xfinity Status Center which can be found here (https://www.xfinity.com/support/status), when our Maintenance Team is confident they have an Estimated Time of Restoration established, the time will be posted there first. You are also able to request a credit for the entire time your services were not working through the Status Center as well.

@user_8mgjb8 We would recommend visiting 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. If there is an Estimated Time of Resolution available, it will be posted in the Status Center first.

Nothing has been posted or updated on the pages. 

@user_8mgjb8 They are working to restore services as soon as they can. As soon as they are able to establish an estimated time the information will be posted there.

Hi, @user_h03sra! Thanks for taking the time to visit us on our forums page for help with the service concern. I get where you are coming from as a paying consumer myself who relies on my internet service to work correctly for my job. I am sorry to learn about this experience. We can help. When checking our Digital Status Center, what results do you currently get? This is also a great way to monitor services and to make sure you receive a credit. 

Hey there,@user_rljkli​ ! We completely understand the frustrations, our maintenance crews are working around the clock attempting to bring the services back online safely and as quickly possible. We do recommend continuing to monitor the service map for real time updates. Once everything is fully resolved, we are happy to explore options with applying the proper adjustments onto the account for the downtime of the services. 

@ejd_0512​ I would totally look else where for service but they have a monopoly in Springfield. 

We would surely miss your business, @ejd_0512! Our field team is amazing and work hard with dedication and commitment to resolving service interruptions as quickly as possible. Thank you so much for patience during this time. To stay up to date on interruptions, have you also checked on our Digital Outage Map?

Thanks for reaching out. 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 My Account 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.

We recently launched a new option to process a credit yourself for the time spent without service. It's perfect for situations like this. As soon as the services are restored, if you visit comca.st/3s4H9FM and sign in you will be taken to our service center. Scroll to the bottom and you will see an option to check for eligibility for a credit: comca.st/3cS1ec0 You will be asked a few questions regarding the interruption and based on the eligibility a credit will be issued.  A computer generated email regarding the credit will be sent to the email address on file within 24 hours and it will appear online within 72 hours and on your next bill. 

@user_93anyo Hello, I am happy to be of assistance. Can you please send us a DM. You can start by clicking the chat icon located in the top right corner of your forums' page when signed in. Once there, you can direct your messages to "Xfinity Support." Please add your full name and service address to help us locate your account. Let me know if you have any questions. 

I sent the DM, look forward to a reply 

Thank you very much for providing your account information. I am really sorry there is an ongoing service interruption in your area. Unfortunately our techs have not provided an estimated end time. We can always set up text alerts on the account that will notify you when the interruption clears. Would you like text alerts set up? 

Do you really think I haven’t already set up text alerts? C’mon now. 

I appreciate you taking the time to give us the opportunity to help. I'd be happy to personally keep an eye on the service status and follow up with you once the service has been restored. Once everything has been resolved, I can credit your account for the time spent without service.

I've enjoyed working with you today and look forward to speaking with you again soon to provide an update. If you have any questions before then, please feel free to reach out. Our amazing Digital Care Team is here 24/7 at your convenience and are happy to help. We know you have choices, and we thank you for choosing Comcast. I look forward to speaking with you again soon.