Hurricane Beryl

Can you please provide real updates for restoration of services to.those with power. I've had electricity back since Tuesday and still no service. There are no hazardous or unsafe areas anywhere near my neighborhood.

I am seriously rethinking remaining a customer od Comcast. I do expect a credit for every day that I am without service or I am filing a lawsuit for breach of contract.

Responses

XfinityThomasA

Official Employee

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2.3K Messages

10 months ago

Thank you for your feedback, and for joining us here on the sub, user_mn551k. We hope everyone is staying safe following Hurricane Beryl. Our teams are repairing our network in affected areas. For the latest on our service restoration efforts in Texas, visit our Texas regional blog.

To help you stay connected, Xfinity WiFi hotspots remain open across Texas to anyone who needs them, including non-Xfinity customers, free of charge. Enter your zip code here to find the nearest Xfinity WiFi hotspot.

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user_50hazi

1 Message

10 months ago

This is ridiculous, worse than CenterPoint. Can you please give us an estimated time of restoration??

Your update has not changed since Monday, "as soon as possible."

(edited)

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XfinitySara

Official Employee

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1.7K Messages

@user_50hazi

I'm sorry there haven't been any updates yet. We really do our best to communicate what we can as soon as there's something available to share! I've experienced cases where an ETR was available, and when that is the case, we gladly provide those details. Not having one right now means we must not know yet how long this restoration is going to take, but I assure you we're working on it!

We're sorry to hear how this makes you feel, and I promise that I personally do care for your situation. If I had more, I'd let you know! Thanks for taking the time to provide your feedback, though. It's important to us that we improve the customer experience where possible, and I appreciate your thoughts. Keep utilizing the Xfinity App and visiting our Status Center where we'll provide updates as soon as we have them!

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10 months ago

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EG

Expert

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110.2K Messages

10 months ago

The concerns are not "accessibility / disability" help related. Topic moved here to the proper help section, and for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.

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user_9xa6je

1 Message

10 months ago

I am just so confused why the messages keep saying that it is related to electricity being out. I only lost power during the hurricane and as soon as it was gone I had power and internet again. The next day I lost internet, but my area, 77054 does not have issue with power whatsoever, so why would it not be the first to go fix the issue at when our power has been on the whole time?

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XfinityJeniece

Official Employee

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3K Messages

Hey there, user_9xa6je, thanks for reaching out through Xfinity Forums regarding your connection. I would recommend checking out our website for more details regarding the service interruption, https://texas.comcast.com/alerts/. We are working to get you up and running as soon as possible. We truly appreciate your continued patience.

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10 months ago

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user_2m82z9

1 Message

I just received an email saying my speeds will be reduced after I used up my data connecting to my hotspot and saying wifi doesn’t count against it. I am waiting for my WiFi to work!!!!!! Please fix it!!!!

10 months ago

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XfinityJustinC

Official Employee

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1.2K Messages

Hello, @user_2m82z9 thank you for taking time to reply to this post. Working from home myself I completely understand the importance of having your home network operational. Our dedicated technicians are working diligently to restore service to all areas, you can check for updates here: https://texas.comcast.com/alerts/ , https://www.xfinity.com/support/status?linkId=93148137 , or through the great Xfinity App.

We have opened up all our Hotspots in the area, to see if there are any open ones you can connect to, until service is restored you can check here: https://www.xfinity.com/support/articles/about-xfinity-wifi-internet/

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10 months ago

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Alissa_1990

7 Messages

Your hotspots do not work, I’ve tried multiple times.

10 months ago

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user_s71wma

1 Message

10 months ago

We are dealing with the same exact issue. Super annoying. We have actually gotten a few messages stating that the issue has been resolved but the internet only lasts a few hours. It’s turned off about 4 or 5 times. Currently do not have internet and do not have the option to restart the router/modem on the app. Why am I paying for nothing? I have a feeling it will be a fight to get any kind of credit. It also seems like each time I talk with an “agent” they are not helpful and just make my life harder. One lied to me and told me that we were going over our data limit (the agent before said we had unlimited). The next agent I talked to asked why I am paying extra for unlimited and told me we never went over our limit.

I understand there was a hurricane and I am so grateful to have power. I don’t want to seem ungrateful.

I just don’t understand this circus with xfinity.

I am over it. Most likely switching providers.

(edited)

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XfinityEricB

Official Employee

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2.1K Messages

user_s71wma When doing repairs for something majory like a hurricane service can go on and off while we are working to repair the whole area, and we certainly want to make sure you are adjusted for all the downtime. If you have trouble once all work it done, we are always happy to assist you here with getting it done. I appologize all the work needed, and hopefully all work will be done soon to keep your service on and stable.

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10 months ago

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user_2ct6sy

2 Messages

10 months ago

It's 7/16, and the hurricane was 7/8. XFinity outage map said we would have service yesterday, but now cannot give an estimated date. We have yet to receive any valuable or realistic communication from the company, other than the hotspots are available until 7/18. However, none of the hotspots in my area area actually work or are available. They are addresses for other homes in the area experiencing the same outages that we have.

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user_wrj8pf

2 Messages

10 months ago

My internet is still down. I work from home so this is day 7 without work

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XfinityJustinC

Official Employee

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1.2K Messages

Hello, @user_wrj8pf

Thank you for taking the time to reply to this post, we hope everyone’s loved ones were able to stay safe during the hurricane. Working from home myself, I completely understand the importance of having your home network up and running, and know it can be frustrating when interruptions continue. Reviewing the open blog: https://texas.comcast.com/alerts/, I see it is showing service has been restored to 90% of affected customers.

- Are you still receiving the interrupted service message when logging into the Xfinity App or status center: https://www.xfinity.com/support/status?linkId=93148137 ?

I do like to provide this as well, there is a great section that shows how to request credits for the time you were without service, once it has been restored: https://www.xfinity.com/support/articles/check-service-outage

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10 months ago

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user_2ct6sy

2 Messages

You didn't respond to my comment above, but yes in clicking the link, we still do not have service at my home or at our office. We are loosing thousands of dollars each day that we cannot open our office to see patients, not to mention the lack of ability to provide care to patients which cannot be valued.

10 months ago

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Alissa_1990

7 Messages

@XfinityJustinC how is that possible 90% has been restored however when I see in my area that more than roughly 6 maybe even 8000 customers including myself are still without service after 8 days since Hurricane Beryl and everyone at Xfinity is tight lipped about when restoration is going to happen? Don’t you understand, we just want answers. We want actual answers, timelines, ETAs! Not an AI robot or “we understand your frustration”, tell us what you are not telling us, please!!! That is all that we are asking!!

10 months ago

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user_wrj8pf

2 Messages

10 months ago

I have been without internet since the storm and since I work from home I losing money. They keep sending messages and robo calling me saying sevices are restored when they are not. I am so disappointed at how this whole situation has been handled. There is a cable that is disconnected behind my house that goes to a communication box and I'm sure that's the issue but I was also having problems with my mobile service and all they would do when you called customer service was send a link which I could not access it was almost impossible to get someone on the line and then when you do it's a foreigner. I finally got a technician scheduled to come out but that stupid automated system keeps calling saying the problem is resolved and asking if I want to cancel my appointment. The first appointment I had was cancelled because they claimed the problem was resolved so when I advised them that it wasn't they pushed the date back 2 days. No one seems to care how strongly this is impacting peoples lives because a lot of people are still working from home. Please do not reply with a standard scripting message ad tis will only make me madder. This is unacceptable.

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XfinityJustinC

Official Employee

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1.2K Messages

@user_wrj8pf that is definitely a frustrating experience having the initial appointment cancelled, after originally waiting for the original restoration of service. With you mentioning the line being disconnected that would need a technician to reconnect, and I would like to ensure the current appointment doesn't have the same issue as the previous one. I can also check to see if there are sooner appointments available to get someone out quicker.

Since I will need to gather some information to locate your account, and we don't want that in our public conversation please send a direct message:

To send a direct message:

Click "Sign In" if necessary

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To expedite your request, we ask that you please include your name, the account holder name (if different), and the service address

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10 months ago

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user_6e6wfp

1 Message

10 months ago

My mobile service is really slow I'm even dropping calls even since this dang on hurricane my service has been junk

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maurymcc

New Poster

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4 Messages

10 months ago

Unacceptable down here in 77566. 13 days, no internet means 13 days unable to work. We cannot setup a mobile office near a hotspot, so that’s not an option. And why aren’t any trucks out here working on the weekend?

Absurd.

I just ordered Starlink and as soon as it’s installed and operational, I’m dropping Xfinity.

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Customer Service

user_mn551k

Hurricane Beryl

XfinityThomasA

user_50hazi

XfinitySara

EG

user_9xa6je

XfinityJeniece

user_2m82z9

XfinityJustinC

Alissa_1990

user_s71wma

XfinityEricB

user_2ct6sy

user_wrj8pf

XfinityJustinC

user_2ct6sy

Alissa_1990

user_wrj8pf

XfinityJustinC

user_6e6wfp

maurymcc

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