Day 7 of internet outage

Hey there, user_32yjq9! Thanks for taking the time to reach out. I'd be more than happy to look into this for you and find out what's going on. I will need your full address to find out what's going on. In order to get started can you please send me a private message to Xfinity Support with your full name and full address by clicking the chat icon in the top right?

@user_32yjq9​ if you find one in 97239 that's not DSL please let me know. [Edited: "Inflammatory"]

@user_32yjq9 Thrilled that the services are up and running again and that we got you the credit applied for the downtime. 

Hello @user_rn90yt, thank you for taking the time to reach out on social media.

 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. 

Self-service options give no information besides that there's no service well duh. I've been sent three messages these last two days. The first one said services by 10:00 p.m. 1/21. The next one said services by 12:50 p.m. 1/22.  Guess what...no internet. Now this latest one is services by 10:00 p.m. 1/22.  Friends who live in other areas who got services and signed up for the text updates never got updates. They just kept checking. 

Thanks for the update, @user_rn90yt. Our support page will provide updates when they become available. These updates are provided by our field/repair team. At this time, the best we can do is wait for our team to complete the repair and update our website. Once the issue is fully resolved, you will see the option to request credit using our Xfinity Status Center page. 

Start of day 10 with no service. All updated times that I was given where it should be restored have passed and still nothing. Well this is the kick that I need to get away from cable TV. Now just looking to my research making that happen 

@user_5xuosb Since you have been impacted by Severe Weather we are here to help ( https://www.xfinity.com/response). When severe weather happens, utilities including electricity, water, sewage, and emergency services take priority over internet service providers. This means we must receive the ‘all clear’ from local government before we can go into the area and assess any damage. While you may have power to your home, it is possible that there is still a power failure at the plant providing service to your home. You can also stay up to date with the Xfinity App ( https://www.xfinity.com/apps) and in the Status Center ( https://www.xfinity.com/support/status/) along with Comcast Service Restoration Underway After Power Outage in Oregon and SW Washington | Comcast Oregon and How to Keep Connected and Informed as Winter Storm Power Outages Continue to Impact Oregon and SW Washington     | Comcast Oregon for more help.

Severe weather and any damage that was caused has been cleared and restored. Xfinity has received the “all clear” as there is no hazards stopping Xfinity from restoring the 97225 area or any other nearby area(s) with service. When will I have internet? Or when will I be able to cancel my Xfinity plan? Just a date will suffice. 

@user_5xuosb I do apologize at this time since some or all of our equipment that provides services to your area is also without power either due to damage or commercial power not yet being restored which does delay posting any estimated times. The all-clear would also include when commercial power is restored to our equipment as well. We do try to provide accurate estimates as much as possible and if posted currently our team could not reliably meet, that and have to extend. Until our team does have a better idea of the work needed once all power to our equipment is restored, and it is safe to work an estimated time direct from the team in your area will be posted so keep an eye out. The information on my end is the same information updated to your Xfinity app and Xfinity My Account and status center in real-time as provided by our team in the field. I would be happy to confirm any information with you if you would like. 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 the current status of the interruption and any additional information for you. To send a Direct Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a direct message. 

Here's 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

@user_7pzjdw Thank you so much for letting us know you are also impacted by the recent storm. If you check out the resources listed above you can check out how we are working to restore services as soon as possible. At this time since some or all of our equipment that provides services to your area is also without power either due to damage or commercial power not yet being restored that does delay posting any estimated times. We do try to provide accurate estimates as much as possible and if posted currently our team could not reliably meet, that and have to extend. Until our team does have a better idea of the work needed once all power to our equipment is restored, and it is safe to work an estimated time direct from the team in your area will be posted so keep an eye out. 

Is this the longest outage in the history of Portland? 

This week at all? next week? Next month? Next year?? Hello? (Tap tap tap) Is this thing on?

@user_kw7ixs 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. 

Running into the same issue, friend. 97219 outage since Saturday with no end in sight. Hoping to get more concrete information soon :) Hang in there.

Apparently all Xfinity resources are directed towards carefully crafting the messaging in the "resources listed above" that we can check out how they "are working to restore services as soon as possible" that hasn't been updated in 2 days. 

(You hang in there too, friend!)

Thank you for reaching out to us here @user_y9lupi. I am seeing the area still listed under the as soon as possible status for service restoration. The crews are still waiting on Commercial power to be restored to the plants and nodes that supply service. I can look at your account specifically to see where they are at if 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

Thank you for reaching out to us here @user_k847tj. I know how frustrating that interruption has been. We are seeing that the teams are waiting for Commercial power to be restored down there. I can look at your account if you can 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

@user_n36v5j​ going on a walk in the neighborhood in Springfield tells you why it's down.. Almost every single Comcast line is down and cut, or laying in the road.. I am curious on their time line to fix it, as it is not a small quick fix project. 

Thanks for your comment, @user_n36v5j. I'm sorry to hear you have not received any updates. We'd like to review the area and provide you with any updates available. Could you please send our team a Direct Message with your name and service address? Our team can take a further look at this issue.

To send a Direct Message:

Click "Sign In" if necessary

• Click the "Direct Messaging 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

@EricLz​ sorry, services have been out since 1/13...

Hey, @EricLz! Thanks for reaching out to us on the forums. We apologize to hear that you are in the middle of a service interruption at this time and understand how it can be frustrating to be without services. The Xfinity app is going to be the best play to see any updates when it comes to service interruptions as it is the same information we have as well. Since you have already sent a DM (and have already been made aware of the forums guidelines), we will continue to assist you through there.