1 Message
Houston storm restoration
Any timeline when we may have internet back? Mine worked during and after the storm Thursday, but woke up Friday and its been out since. We never lost power and do not have major power outages in my area. CNP has been providing updates every few hours about getting power back to those who are out, but Xfinity's only "update" is saying basically we are working on it. I have seen many others ask the same but Xfinity refuses to answer with any details. I take this lack of communication and "caring" for your "valuable customers " as a breach of contact and will be canceling my service with Xfinity and going with another provider that is at least providing updates and timelines to their customers as soon as i get done working 16 hour days and helping restore power to the Greater Houston area!!!!!
EG
Expert
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107.1K Messages
6 months ago
Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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user_xsa3b3
4 Messages
6 months ago
When will my area be back up?
77079
i know there is an outage no need to tell me that again. I want to know WHEN!!!!
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Nethugo_HTX
3 Messages
6 months ago
I recognize that getting Power, and Water to people is a higher priority, but that is the work of Centerpoint and other utilities. I believe they have done a great job at providing updates on the restoration work and when customers can expect their service to return.
We have been an Xfinity customer for over 10 years and have to say their response to this event will likely cause me to move away.
Xfinity: When you say you are ensuring the areas needing repair are safe for workers to access and assess damage, it is no different or more complicated than the situation that Centerpoint found themselves in. Despite the broader damage to the power distribution network, Centerpoint found a way to assess damage and provide credible estimates for repairs in stages. Meanwhile, all you have done is say we will get to it when we get to it.
Given how broad the service disruption has been to your network, you would expect that a special section on your website would have been put up to address the extraordinary event that caused extensive damage to the greater Houston community. Your customer service and corporate communications VP should be fired.
Asking customers to rely on the Xfinity App to get updates on this extraordinary outage is simply unacceptable. Ordinary small outages is what that service was designed for, so to rely on it for this event is just irresponsible and indicative of the lack of priority and urgency is required. While Internet service historically not been considered an essential service, more and more people rely on IOT devices that must have internet to operate. This include healthcare devices connected to telehealth providers, or smart homes that ensure elderly or special needs members of the household have their needs met via automation.
Unfortunately the press has not focused on this gross lack of customer service, so Comcast can bury its head in the sand and stay in the shadows as its lack luster performance in this post storm response continues to go unnoticed by the broader community.
I hope this is a good lesson learned for Xfinity, that they apologize for not meeting customer needs and demonstrate that they understand the impact they are having and ultimate deliver what matter most (only in my case) - and that is RESULTS. In this case, RESULTS = Complete and prompt communication, transparent updates, demonstration of progress.
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user_2mrpnw
7 Messages
6 months ago
Still no service. Xfinity was at our complex today then left. It's a joke. Xfinity has a monopoly on parts of downtown and by not providing service or having open lines of customer service during emergencies, they are in direct violation of the law. This isn't a one-off. It's all of the time.
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user_rc4x44
1 Message
6 months ago
Can someone please explain why it is taking so long to get our service restored? Transparency with your customers is crucial, especially during service disruptions. Clear and frequent communication helps us understand the situation and manage our expectations accordingly.
We would appreciate an immediate update on the current status, the reason for the delay, and the expected timeframe for restoring our service. Your prompt response and transparency would go a long way in maintaining our trust and satisfaction with your service.
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user_mox8ww
1 Message
6 months ago
This company is an absolute joke! No service for 6 days now (zip code 770088) without getting any updates. I fully understand that not having wifi is a first world problem, but 6 days without even an update is pathetic.
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user_oskgri
2 Messages
6 months ago
Hello Xfinity, why are you MIA? I have telephone, television, and internet with you and you have not been seen anywhere in our neighborhood since the Storm. I've asked my neighbors and they have not seen any sign of you either. Ridiculous !
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InnerLooper
Visitor
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5 Messages
6 months ago
It is amazing how we all are commenting on Xfinity’s lack of information and transparency regarding power restoration. We all know that there is an outage! We all get that from the app and that is all, NOTHING about WHEN service is expected to be restored. Not being able to get live service in the phone or app is ridiculous. And, Xfinity employees responding here with our requests just copy/pasting what the app says is insult to injury. Truly awful customer service and a lack of respect as well. We need to know WHEN service is expected to be back!! I’m on zip code 77005.
(edited)
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Miltonp
New Poster
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4 Messages
6 months ago
7 days without internet in Houston oak forest. Zero updates from Xfinity. ATT here never lost service. Unacceptable. Time to drop.
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user_xsa3b3
4 Messages
6 months ago
Trying to get a credit on my account for days that service was interrupted, gonna be nearly impossible. Has already taken 2 days 41/2 hours on the phone and texting. Not sure why it is so difficult,?you want your money every months for me to keep the service, now I want my credit without excuses. I really think I will take this to social media because it sounds like nothing gets done from this blog. I bet you lose a lot of subscribers on this round of not caring for some of us that still pay you a lot and have been with you for a very long time.
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Paquitin
1 Message
4 months ago
Let me know which provider you switch to. I'd be interested in at least knowing and having knowledge of that, and the reasons why.
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user_l5dq7v
1 Message
4 months ago
It is bad! Agree 100%. No cable or internet but have electricity and went out after the storm was long gone.
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user_4bndqd
1 Message
4 months ago
I will be leaving Xfinity after this. I work from home and is no responding to questions. I have had enough. (AS SOON AS POSSIBLE)is not an answer that is acceptable.
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user_53oipv
12 Messages
4 months ago
Another lost customer, here. I've been without service for days, and I'm fed up with the canned excuses and the AI "as soon as possible" texts. Comcast's lack of communication and abysmal response during already trying times is inexcusable. People need wifi to work from home these days.
My neighbors across the street had their Xfinity service restored at 8 am today. One side of the street done, then the trucks are gone. Exactly what is going on over there, Comcast?
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waya63
Visitor
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5 Messages
4 months ago
There was way more damage caused in May. This is a joke. Saw a AT&T truck at my neighbors yesterday. I think I’m changing.
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