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Wednesday, October 16th, 2024 8:11 PM

Estimated Time of Restoration

Hi. I'm using the forum because it's the only way to get in touch with an Xfinity representative.

I am one of the many affected by Hurricane Milton in Florida. I was, originally, getting an estimated restoration date of tonight but now, my friend who I live with, was told it will be October 20th, a full 10 days after we lost service. However, now, when I go in to the app, estimated restoration date is "as soon as possible". And, to make matters worse, because I'm affected by an outage I can't communicate with a single human being from Xfinity to get some sort of clarity about when we will be restored.

I understand that it takes time to restore service after a hurricane, but not communicating an estimated time/date of restoration is unacceptable! I signed up for text alerts a week ago and have had precisely zero text alerts! And an estimated restoration time of "as soon as possible" is not exactly helpful!

Please have the courtesy to communicate an estimated restoration date and to ensure that I actually get the texts that I signed up for! And, I'm sorry, but the Xfinity website says that 95% of people have had services restored. But, I can assure you that it is FAR from that in Sarasota County where I live, not that there are figures for those areas! The power has been back since Friday and it'll take 9 days to restore service from then?! What are the actual figures for those still out of service in Sarasota County, or do you not have those figures?

Accepted Solution

Official Employee

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1.4K Messages

2 months ago

@user_p1ps43 Thank you for meeting us here in our community. We can only imagine what you all have been through, but we are here to assist along the way. Please visit: https://florida.comcast.com/2024/10/07/milton/ for the latest efforts in the area. Sometimes details are updated by county as well.  Your Xfinity app will give you updates for your address once they are available. Make sure you have your current contact information updated on xfinity.com or your Xfinity app. If the estimated time of resolution has come and gone, we are still working on that ticket. We appreciate your patience.

This comment was created from this reply

1 Message

@XfinityLinda​ Hi Linda, Any updates on when our service will be restored in the Wilderness Rim Neighborhood of North Bend Washington?

Official Employee

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1.8K Messages

 

Updates for your area if available can be found via the Xfinity app and the Status center, user_9o7efu. Our team would be happy to help check your account status as well.

 

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1 Message

2 months ago

I fully agree. Where are the updates and estimated to to restoration?

4 Messages

2 months ago

Experiencing the same issue. Received a text last night saying that restoration was complete - not true. Finally reached someone in Tech who said that there was still an outage and gave the same time line that was created a week ago. Additionally, the Xfinity App woukd  not accept my address as a customer receiving Comcast services. Too much reliance on faulty automatic responses and service. Very disappointed with the response of the company. 

Official Employee

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1.4K Messages

@user_p1ps43 Thank you for meeting us here in our community. We can only imagine what you all have been through, but we are here to assist along the way. Please visit: https://florida.comcast.com/2024/10/07/milton/ for the latest efforts in the area. Sometimes details are updated by county as well.  Your Xfinity app will give you updates for your address once they are available. Make sure you have your current contact information updated on xfinity.com or your Xfinity app. If the estimated time of resolution has come and gone, we are still working on that ticket. We appreciate your patience.

(edited)

This reply has been converted into a comment
I am an Official Xfinity Employee.
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We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Official Employee

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1.1K Messages

2 months ago

@user_2szlxy
Thanks for reaching out. You can go to our regional blog, https://florida.comcast.com/2024/10/07/milton/, to find the latest updates on our preparation and restoration efforts for Storm Milton, now and until we get every customer back up and running.

We may not have an estimate for your address specifically due to many factors like waiting on other parties, or not having access to the damaged elements.

4 Messages

With all due respect, not a helpful response. The estimated restoration for my house has now passed-all week it has shown that services will be restored 10/16 by 6:35 or 6:40. No text or contact to further explain or apologize. 

1 Message

Same here this is ridiculous and I work for the hospital from home!! Which I have not been able to do and you guys are saying if there’s elements in the way there’s nothing in the way all of our power has been restored my neighbors have frontier and they’ve had cable/ internet since the day the power came on. I personally am switching to frontier Xfinity is absolutely unacceptable and ridiculous. This is unreal that we can’t speak to a person and you’re not giving us clear updates disgusting you’ve lost my business that’s for sure oh believe me you’re gonna lose a lot of business over this frontier said 15 people had called before me so good luck with your service after this Xfinity

(edited)

Official Employee

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1.5K Messages

Hello, @user_2c7d1b. Thanks for reaching our team on Forums regarding your service. We can certainly understand the urgency of getting services up and running. You can always find the updates through our Xfinity app or by going to the Xfinity Status Center website. In addition, you can go to our blog to find the latest updates on our preparation and restoration efforts for Storm Milton.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

4 Messages

The app has no updates and the Xfinity Status Centre says there are no open tickets for my address. Does that mean the outage for my home is not recorded?

Official Employee

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668 Messages

 

@user_p1ps43  Good evening. Thanks for adding more to the thread. We appreciate it, and are happy you thought of us to assist. We have the best tools, just like the Xfinity Assistant. It is the best resource to manage the account and service online when we are not available. Here is a link that I found for you to make it easy to use https://www.xfinity.com/xfinityassistant/. Did you use the link posted above by LInda to check the status and ensure your number is on the notification list? 

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

2 Messages

2 months ago

I'm in Plant City, FL, Hillsborough County. Our estimated restore time per that blog was 10/17. I've tried being polite, I've tries yelling and screaming, xfininty does not seem to care.

BUT every rep I get on the phone wants to tell me about xfinity mobile. -- I'm sorry but if this is how you treat me in an outage I'm not signing up for any additional service. I need to know when it will be restored please.

4 Messages

2 months ago

I am in Venice and am in the same situation. I called 8885654329, which is not the appropriate number but was transferred to Tech. Eventually, after the usual directions to go to the useless app and do all the things I have been doing from the start, I was told it could be up to 15 days without service. I am truly appalled at the lack of information and inability to communicate with customers. 

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