2 Messages
Frequent Service outages
I live in Renton Washington. We have had a number of service outages in the past 6 months. They have ranged from an hour to 5 hours per outage. I cannot find a way to actually discuss this with someone from Comcast??
I believe the best solution is to contact and file a complaint with the Washington Utilities and Transportation commission. It is sad that Comcast does not provide and easy way to discuss these sort of issues with them directly.
Official Solution
XfinityTony
Official Employee
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1K Messages
19 days ago
@user_ewoi0e We will provide general reasons for any interruptions when they are known through the Status Center and Xfinity App. Many times, it is due to proprietary systems, so we cannot provide that information. Many interruptions are solved as soon as the issue is determined. If not, it is usually due to a power loss or fiber cut, and those are generally detailed in the app/portal. Due to the nature of those scenarios, estimates can be very hard to determine if we are waiting on another party.
I know it frustrating not having service and wondering why. I assure you that we do everything possible to get services fixed as soon as we can. In fact, I know a few network technicians that are on call. They will get calls at 2 AM to go fix an issue. When those alarms go off, our teams jump to get it resolved.
Edited: Added Link
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XfinityBradM
Official Employee
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655 Messages
2 months ago
Hey there, @user_ewoi0e. Our team can definitely understand how stressful and irritating it is to have issues with your internet connection. We all work from home on this end of the screen so we can completely relate to how it causes you to make arrangements that you didn't expect. There are a plethora of reasons that can cause a service interruption that are outside of our control such as natural disasters, construction with 3rd party companies, vehicle accidents, vandalism, etc. The support page and the Xfinity app are the best tools to get updates on local service interruptions and their timeframes. Frontline agents use similar tools to provide updates to our customers and when the systems are providing generic information, we get the same bits. We understand having more information about situations can alleviate frustrations and our awesome technicians attempt to provide updates from the field as best as they can. Are you noticing service issues while your area is not reporting a service interruption?
Edited: Fixed Link
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user_3rf654
1 Message
2 months ago
This is ridiculous!! Why is there an outage? Why is it taking so long to resolve? Provide more details!!! First it was supposed to be resolved at noon now 11PM!!! What is going on???
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user_plczdu
1 Message
2 months ago
It was conveniently on the day of the presidential debate and ended right after it wrapped up live. 1:30 am to 11 pm is a ridiculously long outage. Our area should receive a credit for this loss of service.
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user_4d71dd
Visitor
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5 Messages
27 days ago
Same here! A technician working in one of the utility boxes on my street said they have been given new processor cards to install and that these caused problems. They are replacing them as quickly as they can, but unfortunately only get one or two at a time which is nowhere near enough to replace all the problem cards. Usually, when there is an outage, I can see no Xfinity service vehicles anywhere in my neighborhood and then all of a sudden, the problem is mysteriously resolved. I am never given a reason for the outage. The lack of communication from Comcast is bewildering. I can only be left feeling that they don’t want me to know what is going on seriously considering moving back to DISH, or simply streaming my content. I also have Xfinity Internet, and if that is down, I can tether to my cell phone to stream. As much as I detest Elon Musk, I am seriously considering moving to Starlink and discontinuing my Internet service with Xfinity as well. They have a monopoly here for Internet and TV cable but they need to understand that there are options coming available.
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user_jqnofz
1 Message
19 days ago
I live in Mercer Island. We also are having frequent outages. I’m a residential and Comcast Business customer but get no better answers through that channel.
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