Houston Outage

Hello, my internet has been out since 7/13/24 when my power returned from the hurricane. I have not been given any information as to why it is taking so long for internet to be restored. I haven't seen any Xfinity trucks in my neighborhood working on any fiber lines. What kind of compensation will i be receiving for this extended outage? Is there a reason Xfinity thinks its ok to have ZERO communication with their customers? A simple pre recorded update on what the issue is would have been nice but we cant even get that. I would like to know a reasonable estimate as to when my service will be restored or i would like to know what kind of compensation you guys are going to be giving me.

Responses

XfinityThomasB

Official Employee

•

1.9K Messages

9 months ago

Please know that getting everyone back connected is always paramount. As our equipment is coming back online, our techs have to mitigate unknown issues. Right now, our techs are uncovering lots of issues that require turning equipment back off, which causes these style of intermittent connections. I honestly would advise you to not expect much stability on the connection for the next 48 hours while these problems are being resolved.

I have personally assisted for many hurricane recoveries in Texas and Florida, so I am only basing these estimates on experience from prior Hurricanes and the obstacles we faced during those. Hurricane Harvey back in 2017 was extremely hard for the power companies, and from what I am seeing, Hurricane Beryl appears to have done far more damage than Hurricane Harvey to the cities' infrastructure.

I have many colleagues working in the Houston area to help mitigate these delays, most of them are providing support around the clock to get our valued customers back connected as fast as possible. Nothing about this process is easy, it takes time to bring back these systems online after many of our services nodes being fully submerged in water, damage by debris, and other natural disaster related issues. So please know that we value your business greatly and are working hard to have this wrapped up asap. Billing wise, there will not be compensation provided, only credits applied for the time out of service.

user_vwv0mi

1 Message

My Internet service went out ever since my power went out on July 8th--2 weeks ago--and has not been restored yet (even after my power came back early Tuesday morning, July 9th. I subsequently had 2 more power outages on Thursday July 11th & on Friday July 12th (total of 11 hours between these 2 outages). Still, my internet continued to be down after these last outages and continued to be down has yet to be restored after nearly two weeks now. At first, I was sent a text message saying service would be restored by Monday July 15th late evening. Then, I later received another message two days later stating internet service would be restored by Thursday July 18th in the late evening. Lastly, I received another text message saying service would be restored by late evening on Friday July 19th. Can you provide me with a reasonable timeframe of when I can expect my internet service to be restored? Thanks

9 months ago

XfinityEva

Official Employee

•

1.6K Messages

user_vwv0mi

We appreciate your time in reaching out to us about your services and understand how necessary it is to know when services will be available to try and plan around them however, we are only able to provide an estimated time when available and it can change as you have seen.

It's possible that public power could be restored to your home or business (or that you have a power generator), but the location of the Comcast network serving your neighborhood still doesn't have public power, which must also be restored before your services can work properly.

The most effective way to get outage updates for your area and information about your service is to visit xfinity.com/outage or use the Xfinity app.

If you are also a Comcast Business customer you can visit business.comcast.com/myaccount or use the Comcast Business app.

In the meantime we do recommend to also continue checking for available hotspots. You can visit the Xfinity app or xfinity.com/wifi to see a map of available Xfinity WiFi hotspots. All open hotspots, both indoor and outdoor, will appear on the map.

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9 months ago

Customer Service

Buddnet

Houston Outage

XfinityThomasB

user_vwv0mi

XfinityEva

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