Frequent service outages over the last 3 days - zip code 77005

@XfinityBillie

We are still having outages.

And again, it would be great to know why we are having outages.

I get messages from Xfinity that our internet connection is down and how many hours they expect it to be before it will be back up - but, we never get any information about why our service went down.

Thanks 

Hello @truerock2. I apologize that you are still experiencing issues with your service. @XfinityEva put in her message up above that the interruption is due to issues with a nearby node. I am showing that work is completed and you should be back online. I am also seeing that there will be maintenance tonight from 1 AM to 5 AM. I checked your diagnostics and am seeing some signal level issues with your modem. Have you restarted it in the last little bit? If you have, we should send some signals to it. 

This evening, my download speed is around 787Mb/s - so that is Ok at this time.

It would be good if there was a way to know if Xfinity has scheduled maintenance that is going to be causing downtime.  I know it is usually Sunday morning - but, knowing the schedule would be helpful.

"Issues with a nearby node" isn't very informative.  It would be great to have access to the trouble reports.

The first thing my neighbors ask when Xfinity goes down is, "what is causing the problem?".

Thanks

I am glad that the connection is restored. We can take additional steps if needed for your service. Scheduled Maintenance is posted in the Xfinity My Account app up to a week in advance. We are working on some other types of notifications to keep everyone informed but I don't have other information to share about them at this time. We appreciate your feedback about our services and I will be sharing that with the proper channels on my end. Can I check in with you tomorrow to see how the speed is working? 

Thank you for the information.

This morning my internet speed is 827Mb/s & 41Mb/s - per M-Lab (from Dallas)

https://speedtest.xfinity.com/results says I have 900Mb/s & 41Mb/s (from Katy, Texas)

I have a Motorola MB8600 DOCIS 3.1/3.0 modem connected via 1Gb/s Cat-5 Ethernet to my Linksys EA8500 AC2600 MU-MIMO Gigabit Router which is connected to my Windows 10 PC via Cat-5 1Gb/s Ethernet.  I think DOCIS 3.1 modems max out at something a little slower than 1Gb/s?

I'm not sure if I have Xfinity 900Mb/s or Xfinity 1.2Gb/s.  My bill says "1GIG Internet".

Good morning, @truerock2, and thank you for reaching out through our Community Forums page with your concerns over recent service interruptions. I'm sorry to see that this has impacted your services, as I know that internet especially has become so vital to our daily lives over the past two years.

There are many things that can cause an interruption to our services. Some examples include degradation of infrastructure, routine maintenance, and more common things like adverse weather conditions, and traffic accidents. Occasionally, you can include construction accidents (like a landscaper hitting a fiber line) into the mix.

It looks like you're already receiving our text notifications, which is awesome! You can also check online at https://comca.st/3x2GurI, which sometimes provides additional details if there's any to report. Are your services currently working, or are you still impacted by a service interruption? 

We had another multi-hour outage today.

Using my iPhone and AT&T to get to my Xfinity account data, my neighborhood is still having an outage.  Usually that means I may be up for a few minutes and then Xfinity will go down again.  

Because my neighborhood has had dozens of outages over the last month or so, I doubt any of the possible causes you suggest is causing them.

The link you provide is where I go on my iPhone to see that Xfinity knows my neighborhood has an outage.

I've driven around my neighborhood and I do not see any Xfinity repair trucks.  I guess it is a problem with network infrastructure related to servers and routers not located in my neighborhood.  I guess the outages could be planned and involve some major system maintenance.  Of course, no one will ever know what is causing the outages. 

Also, I guess it is possible that no one at Xfinity knows that the outages are occurring.  Perhaps everything is happening via automation and there are no humans involved - except a log/report that a human might supposed to be checking but is not around to do that for some reason.

I remember an experience I had working at a large multi-national corporation.  I was a product manager working in strategy and planning and I received a phone call from a frustrated customer located at a Singapore office (I was in Houston).  His application running on a server located in California had been acting strangely all week - but, no one in system support located in London or San Francisco could see any problem.  I logged on remotely to a PC located in Singapore and started trying various traceroutes from Singapore to the server located in California (not my job but I was a friend of the customer located in Singapore).  Some of the traces were going through an AT&T router located in New York City and would hang and sometimes not be forwarded at all.  It turned out that a California tech had put new ethernet adapters into the server having the problem and for some reason this caused a problem with a AT&T router in New York City.

Thank you so much for your patience while we work on getting these resolved. I can tell you that there isn't one thing that is causing the service interruptions. There have been problems with hardware, software, and even power delivery. I can assure you that we will get to each issue as quickly as possible. 

Any planned interruptions can be found in the My Account or online up to one week in advance. We try to be as transparent as possible and keep our customers informed. Our apologies for any inconvenience or frustration this has caused. I work from home, so I understand the internet is crucial.

We offer amazing options for interruption information 1) you can opt in to receive alerts by texting (OUT) to 266278 (COMCST). 2) You can view interruption information online or through the My Account app.

I know your time is valuable, so I want to ensure we make this as easy as possible and save you time. Our highly trained technicians are working as diligently, and quickly as possible to ensure you are back up and running. Thank you for your patience.

Heather,

Thank you

Yes, as you can see from the screenshot above.   I use Xfinity My Account a lot... unfortunately, after an outage occurs - to request text updates.

I don't see where to get information about future planned outages.  How do I see future planned outages?

Thanks

Great question! When there is planned maintenance scheduled, you will see a banner once you log into the app. Typically, the app will show the maintenance roughly 2-3 days before it is scheduled to take place. 

OK... just log into the app each day to see if there is going to be a planned outage.

Down again... all night

Hi, @truerock. I can understand wanting to see what is going on and get consistent service and that is what we want as well. I see three is a current issue with noise in the upstream and the local team is aware. The signal to your modem looks great and and don't see there has been any interruptions since the 1st. If you have had frequent or long  interruptions in the last 4 days I recommend a technician visit to bring awareness and make sure your premise. Let me know if you would like to do that. 

Thanks for bringing this to our attention, we can get you set up to be notified via text message once the issue has been resolved or you can always check for updates via your Xfinity My Account app.