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ddarrah
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Wednesday, May 14th, 2025 2:50 PM

How long will Dover, NH be affected by "maintenance"?

I got a text Sunday night saying that Xfinity would be working on my network in Dover, NH Monday.  Service was out all day.  Then again Tuesday, and now Wednesday.  They keep saying it should be done in a day, but this is three days.  I work from home, this long of an outage is unacceptable.  Why is this maintenance not being done on off hours?

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17 days ago

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ddarrah

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24 days ago

Additionally, I work in networking and cloud computing, and I know other vendors have much better standards for uptime.  If AT&T or Verizon has this kind of outage, they call us vendors and ask who is going to be fired.  They also do their upgrades in off hours and holidays.  Does the public utilities commision or the FCC know that you are killing phone service to 1000s of customers?  What happened to 5 9s in telecom?

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XfinityFrank

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1.4K Messages

24 days ago

Hi there, @ddarrah! Thanks for reaching out to us here on the Community Forum! We definitely understand that any downtime is a problem, but especially for those who work from home! The best place to check for updates on area issues is via the XFINITY App or the other options listed here : https://www.xfinity.com/support/articles/check-service-outage We do strive to do maintenance during off hours, but that is not always possible depending on the situation, unfortunately. We can check and see if there is any additional information beyond the venues I already listed. Please send a direct message to us by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your full name and complete street address.

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user_nqktxn

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So were you going to explain why they randomly decided to start doing maintenance that apparently has lasted over a week off and on now when there was nothing wrong originally? And why right now I'm having to talk on data again because the 800 MBPS I'm paying for is not working.....again? And you guys thought in your vast wisdom that it was a smart idea to do this "maintenance" apparently in peak hours between 6 and 10 as the original poster mentioned? What is going on over there Comcast? 

(edited)

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18 days ago

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XfinityMarcos

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Hi user_nqktxn, thank you for reaching out and sharing these details. I can only imagine what you've been going through, but I'd love a chance to work more with you. It might be that there were some local network maintenance projects that were needed, however; I'd need to review your account to look into this for you. Are you able to view an active service interruption when you log into the Xfinity app? 

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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18 days ago

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user_a2wo8p

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Xfinity Marcos, I used to work for ComCast - ComCast Never pulled this! They cared for their Customers! This is All About Xfinity - your employees NEED to work 24/7 and get this done in 1 Day, not just work 8A-5P for 2-3 days when people work out of their homes during the day to make a Living and/or elderly people who do Not own a cell phone relying on landlines and PC's and may need an Ambulance for medical care! 

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17 days ago

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user_a2wo8p

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17 days ago

ddarrah - AGREE! Once AGAIN, Xfinity states MORE MAINTENANCE MAY 22, 2025 and am sure will extend addt'l days like BEFORE! I absolutely understand your concern - In addition, how about us OLD peeps who don't own a cell phone and have Telehealth appt/s on PC and check-ins/confirmation for in-person Medical appts per PC. In addition, us OLD PEEPS need a landline in case an ambulance has to be called! Xfinity needs to be concerned with THEIR CUSTOMERS and if they have to have their EMPLOYEES work 24/7 to get Maintenance done - they need to know WHO TAKES PRIORITY!!! Live in Dover, NH, TOO!

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XfinityFrank

Official Employee

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1.4K Messages

Hi there, @user_a2wo8p! I understand your concerns, and we don't take maintenance lightly! It is performed when necessary to make sure services run smoothly and to provide enhancements to services. There is no good time for maintenance to be performed, and there are instances where the work needed can only be performed at certain hours, or the work takes longer than normal. The XFINITY App should have details on expected downtimes. If you like we can check on your particular situation. Please send a direct message to us by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your full name and complete street address. Thanks!

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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17 days ago

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