Regular Visitor
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5 Messages
How Does Comcast Figure Out Outages?
This morning a thunderstorm rolled though the area and knocked the cable out to the community I live in (multiple customers effected). We have all called in and tech support just scheduled individual tech to come out to look at our problems on different days/times. This doesn't make sense to me but I don't work for Comcast. How do we get an outage declared so we don't have to have a dozen truck rolled out to fix a problem that is probably out on the main road?
Accepted Solution
XfinityAdrienne
Official Employee
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1.2K Messages
2 years ago
Hey there, @jb606! Thank you so much for taking the time to reach out to us, and we do hope that everyone is safe from the storm!
With service interruptions, our team determines an area wide interruption if they are unable to get signal at the main hub or after so many appointments are booked that are connected to a specific area or main area connection. I know it certainly is frustrating, and it may change to a service interruption if there are more appointments booked. The issue may be only the connection to the customers surrounding you guys, and could be resolved fully after the first appointment. You can keep the most update to the area wide connection by visiting here https://www.xfinity.com/support/status-map and putting your address. If the dedicated local team switches it to a service interruption, all the appointments booked accounts would receive a text or call asking if the service is back online after the work is completed. Please let us know if you have any further questions/concerns.
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