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AJJLyman
1st Topic

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2 Messages

Tuesday, May 10th, 2022 4:08 AM

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How to get an ETA for "planned" service outage?

Today we had a surprise 11-hours-thus-far non-communicated "planned" outage, that began right before my working hours were about to start. I haven't been able to get an ETA on it at all, not even from the two techs I passed walking the dog earlier.  How can a "planned" outage not have an estimate?  Seems to me that demands a lot better planning.

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3 years ago

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CCMichelle

Problem Solver

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788 Messages

3 years ago

Thanks for taking the time to reach out to us. I am sorry to hear that your services have been disrupted working from home myself I know how impactful and frustrating any disruption to the services can be. You can get an update on service issues in the area by checking through our status center https://comca.st/3yymG26. Just log into your account once you click on the link and you will be able to see any service issues in your area and get updates you can also set up text message alerts as well. 

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AJJLyman

Visitor

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2 Messages

@XfinityMichelle​ unfortunately, the support center hasn't listed an ETA at all, at any point today. Is there somewhere else I can check?

It has said this for the last 12 hours now:

We’ve detected a network performance issue in your area and we’re working to make improvements as quickly as we can; you may experience a temporary service interruption during this time. We'll have you back up and running as soon as possible. We apologize for any inconvenience and appreciate your patience

3 years ago

0

CCTambrey

Gold Problem Solver

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3.4K Messages

@AJJLyman, The support center and the Xfinity app are going to be the best places to keep an eye on for any available updates. Sometimes an ETA isn't available when our field teams are unsure when service may be returned. 

Planned maintenance usually lasts anywhere from a few minutes to 3 hours unless otherwise stated. Considering the length of your interruption at this point, it is quite likely that there were complications that occurred once our field teams were on site. With maintenance events, this often means that there were more repairs that needed to be made than previously estimated. 

We deeply apologize for the inconvenience it has caused for you and your home, and we want to make sure service is restored once the interruption notification has been cleared.

While there isn't much we can do at the moment while our field teams are working, we are here on standby for you. You are always welcome to send us a DM with your first/last name and service address and we can make sure you aren't missing any updates on the event. :) 

 

I no longer work for Comcast.

3 years ago

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