Hurricane Ian restoration update

Can someone please give us an update about when we can expect to have service restored? I understand there are a lot of people who are in the same position but how can you not provide any estimate at all? Please help.

This conversation has been merged. Please refer the main conversation:

Hurricane Ian

Responses

CCAlisha

Problem Solver

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571 Messages

3 years ago

Hi, there. We understand how important it is to have your services restored. Our teams are working as quickly and safely as possible. Here is a post that provides directions on how to view any updates in your area: https://comca.st/3Vft8V0

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user_14d708

Visitor

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4 Messages

@XfinityAlisha

When I try the online service to track the outage it tells me there is no reported outage in my area. Then it says it will send me a text with information and it never does. The phone number is correct so that is not the problem. I just want to make sure they are aware we have had no service since the hurricane and there is no way to talk to a human being to get an update that confirms they know we have no service and if they do when might we get it back. I just want real information. Not some genetic message that people are working hard. I don’t even know for sure you are aware I have no service. How long are we supposed to sit here waiting for it to come back?

3 years ago

CCAlisha

Problem Solver

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571 Messages

I completely understand wanting to be kept up to date! I am 100% sure that our teams are aware you have been without services and working to get your area back online. I would gladly take a look further into your account to provide more information. Please send us a direct message with your full name and address!

To send a Direct Message:

Ensure you are logged in

Click the "Direct Messaging" icon or https://comca.st/3EoYkuG

Click the "New message" (pencil and paper) icon

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.

- As you are typing a drop-down list appears. Select "Xfinity Support" from that list.

- An "Xfinity Support" graphic replaces the "To:" line.

Type your message in the text area near the bottom of the window

Press Enter to send it

(Credit to @BruceW)

I no longer work for Comcast.

3 years ago

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user_4b2073

Visitor

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2 Messages

3 years ago

Why are you advertising hot spots for Floridians in hurricane areas when we have no service and no working hot spots. It's a really disgusting way to attempt to gain business. Had $300 for cell phones and internet taken from my bank account the day after Ian hit and 9 days later cell service is still in and out, no internet and no working hot spot. Even called in about the hot spots and the girl said she would put in a work order to get the one closest to me fixed within 24 hours and still no hot stop. Xfinity lies in the worst time of need. Plan to switch as soon as Cape is in better shape and someone can install new service. Keep taking more and more money for horrible service!!!!

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user_8d03ff

Visitor

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4 Messages

3 years ago

Please provide your customers with an update on restoration of services post Hurricane Ian.

People have various reasons for needing their services, regardless of those reasons, your LOYAL customers deserve a response other than you are working on it.

We would also like to know that we will be credited for the down time.

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CCJennifer

Problem Solver

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743 Messages

Hello @user_8d03ff! As a consumer myself, I realize how important it is to know when you can expect service again.

We're aware of your service interruption. While we're unable to give you an estimated time when your service will be back on, know we're working to restore service as quickly and as safely as possible. We coordinate our recovery efforts closely with local and state government, and power companies. The work is not always needed in the neighborhoods, but elsewhere as well. I apologize for any inconvenience and appreciate your patience and understanding.

I no longer work for Comcast.

3 years ago

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user_8d03ff

Visitor

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4 Messages

@XfinityJennifer Just an FYI - my bill was in my email this morning.... so?????

3 years ago

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CCDevinC

Contributor

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473 Messages

The great concern there. The bills are automated and will come out the same. Once services are restored, we can work on the credit concerns. Here is an updated link on the restoration process throughout the Florida area, with updated timelines. https://florida.comcast.com/2022/10/02/hurricane-ian-response-and-restoration-update-for-central-and-southwest-florida/

I no longer work for Comcast.

3 years ago

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user_306080

Visitor

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4 Messages

3 years ago

Yes it’s been days since power came on . I have nooooot seen a Comcast truck yet. You guys are such a big corporation it is despicable that you are not prepared to deal with this . You sure are ready to stop service when there’s a late bill.

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CCTimothyA

Problem Solver

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785 Messages

@user_306080 We completely understand the frustration this may have caused. Our techs are working as quickly and as safely as possible. I am glad to hear that you have power as that is always important. The power may not have been restored to the network as power to peoples homes is always a first priority.

I no longer work for Comcast.

3 years ago

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Again

Expert

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31.4K Messages

This link may be of help to you.

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer! tick

3 years ago

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user_178202

Visitor

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2 Messages

3 years ago

So how exactly is your company going to reimburse the customers whom have gone 2 weeks and counting without the services provided you took the money for. I pay 150 a month for the best internet yall got and have nothing, by my count I'm owed 75$ and counting

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CCOtto

Problem Solver

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497 Messages

Hi, @

user_178202

When services are restored we can calculate a credit for the duration on the downtime.

I no longer work for Comcast.

3 years ago

Customer Service

user_14d708

Hurricane Ian restoration update

CCAlisha

user_14d708

CCAlisha

user_4b2073

user_8d03ff

CCJennifer

user_8d03ff

CCDevinC

user_306080

CCTimothyA

Again

user_178202

CCOtto

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