Day 7 of internet outage

@user_8lmub9 We are glad to hear your service has been restored. We will definitely use this as an opportunity to improve our processes. You can also use this link https://support.xfinity.com/svp-contact-form to provide any feedback if you want. 

97225 - this was day 11. I received a text from Xfinity support this evening that the ETA for us is 1/26. I did file a complaint to the Oregon Public Utilities Commission earlier today. This was my first text from Xfinity even though I had gone to the status center and signed up for text updates every day since 1/13. I can't say for sure that filing a complaint resulted in communication from xfinity, but...

I understand the frustration. 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. Sometimes if there is a estimated time of resolution it can change to be earlier or later or removed as the estimated time frame is no longer valid.

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.

May I have your name and service address so that I can check the account?

@user_spe06j I am sorry please do not post your information here. Can you and @user_0y64t3 please

send me a Direct Message with your name and service address so that I can fully dive into this for you and check if there is an update? I will leave you instructions on how to initiate the message with us! I look forward to working with you soon!

- 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

@XfinityDena​ I am in the same position - my power just came back today and the website states that I am not eligible for a credit.  Also ironically it doesn't let me report an incident that extends for more than 10 days. 

Thanks again for reaching out to us @user_spe06j! We truly regret seeing you go and hope to hear from you in the future! Have a great rest of your day!

Hi @user_3hvhee I'm glad to hear you and your family are safe after the storm and you have power!  Sometimes the delay comes down to the work areas not being safe for our techs to work in. I am happy to check an confirm what's going on in your area. 
Can you please direct message me your first and last name along with your full service address so that I can assist you further?
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_3hvhee​ I am in 97477 there are cables all over my yard, can't get a hold of anyone can't talk to anyone.. I did get the email that the billing would be processing for my account in a couple days though.. No service since last Saturday.. And no word what so ever from Comcast, no etas nothing. 

If I had the option to go back to my previous provider I would. I only got Xfinity because they were the only one servicing my area. I would even go back to spectrum because at least I see spectrum trucks actually working in the area. I just moved to 97478 and so far I've only seen spectrum around town fixing their service. Unfortunately Spectrum does not provide service where I live. Before the move I had DFN and paid for fiberoptic which was great but same issue they don't service where I live now.

@user_3hvhee​ The FTC actually has this helpful website to list providers in your area:  https://broadbandmap.fcc.gov/home

@user_os7s42 Thanks for your feedback and extreme patience. We have teams working as hard and safely as possible to restore everyone in the area with their service. We are happy to look at your account to see if you are still experiencing a known interruption or if something else is going on. Feel free to send us a direct message with your full name and address. 

(Full credit to @BruceW for this excellent explanation!) 

"Search for Xfinity Support" won't work. To send a "Direct Messaging" message to Xfinity Support:

 • Click "Sign In" if necessary

 • Click the "Direct Messaging" 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

See https://forums.xfinity.com/conversations/email/cant-create-a-new-email-address/605e52b726aa974d63032d02?commentId=606107ea738c7f46a02b830e for an example.

You keep saying this as if it actually means something. Gives us information not canned responses. You had no problem taking my money but the only service you have provided the last 2 weeks [Edited: "Inflammatory"]. [Edited: "Solicitation"]. Once service is restored, I’m leaving. After 10 years of this disrespect, price gouging, and lack of communication. I am done with the pathetic excuses that are akin to, “Just following orders”. Shame on all of you at Comcast. Oops, I mean xfinity, [Edited: "Inflammatory"]. 

Thank you, @user_g1mwkr for reaching out! We totally understand the burden of having a service interruption to the home, thank you for your patience! Our teams in Oregon are working as safe, and fast as possible to have services restored to all areas. In many areas our network was impacted by a power interruption. Even though you may have power to your location, there may be a power interruption along our network that has to be resolved. You can get status updates to your location by accessing the Status Center . The local team is also posting updates here: Comcast Oregon

In 97221 zip code and out of Internet for 11 days.  I was scheduled a tech for today after 9 days of calling Xfinity.  They didn't communicate though that they cancelled the appt because of "outage." Xfinity reps can't use the power interruption excuse anymore, power is back, look at the PGE outage map that actually provides the outages on a map (Xfinity your outage map is trash).  I called back today to learn they wouldn't have told me they cancelled the appointment and asking for an ETA and got it could be tomorrow, Friday or next week.  You can't everyday say you are working on it and that is all you tell us.  Also I was told you won't even send a tech out to fix lines until the network is up and running.  Extremely inefficient.  How could you not be working on the cable lines while also working to get the overall network back up and running.  And again if it is due to power interruptions you need to check your systems.  The PGE outage map shows power is definitely back.  The storm has passed roads are clear.  Why can't anyone provide details beyond "outage." Why is the signal down, down lines in our area still? A network hub at some building get hit by trees and was significantly damaged.  Transparency is a fair ask to be given to your paying customers.

Hello, @user_m3bi24 my apologies that you are feeling a lack of communication. That is not the experience we want for our customers. We have two resources https://www.xfinity.com/support/status and https://oregon.comcast.com/ available for customers in Oregon dealing with this service interruption.

Hi there, @user_2ypyvz ! Thank you so much for reaching your Digital Care team. I appreciate your patience while you waited to connect with me. I'm sorry for the inconvenience you are experiencing trying to get credit due to the recent service interruption. Please be assured you reached the right person to assist you. Can you please DM me your first and last name, along with your full service address so that I can assist you further.-Richard

To send a direct message [private message]:

•   Click "Sign In" if necessary
•   Click the "Direct Message" icon 
•   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

@EricLz​ Good gravy! I talked to no less than 4 people at Comcast after they told me my service was restored. They ALL gaslighted me and told me it was MY problem. I told them it was not at all. (See the above narrative). Now they texted me there is an service interruption again! Just more BS false information from Comcast. They don't even learn from their own mistakes. Find ANY OTHER provider you can. Even if they fixed it this time, they WILL fail you again!!!

Hello @user_5ttjc5, 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.

@XfinityKrista​ Thanks, it just came on!!! So grateful!

@user_5ttjc5 That is awesome to hear! Thank you so much for your patience while our team worked to get you all back up and going!