Hurricane Ian

Hello! @Vialee

We hope you and your loved ones stay safe during Storm Ian. Download the Xfinity app or check My Account to monitor your services and stay connected in the event power is lost. Check out the Xfinity Response Center for additional information. 

To confirm, your power is back on since WiFi is working as normal now? 

@jgiannone We hope everything is okay for you out there! We can help you with reporting this cable issue. Would you be willing to send us a private message with your full name and address?

To send a "Peer to peer" ("Private") message:

Click "Sign in" if necessary

-Click the "Direct Message" icon (square chat icon in the upper right corner of your screen next to the bell icon)

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

-Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that appears, and the "Xfinity Support" graphic will replace the "To:" line

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

-Press Enter to send it

I hope you and your loved ones are safe. We would be able to place the account on seasonal. You can self-enroll process at https://comca.st/3LWz8xi. Here are the steps: https://comca.st/3y4xbJx. If you would like to disconnect your account you can send us a DM or comfortable and would like to call, you can contact us by calling 1-800-266-2278.   

I will leave you instructions on how to initiate the message with us.

- Click "Sign In" if necessary
- Click the "Direct Message" icon (upper right corner of this page)
- Click the "New message" (pencil and paper) icon
- Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
- Type your message in the text area near the bottom of the window
- Press Enter to send your message

I am sorry to hear you are still without services. Sometimes some homes in the area may be on a different grid than other homes, even the house right next door! I would be happy to look deeper into your account and see what is going on. Please send me a DM with your name and service address. 

I will leave you instructions on how to initiate the message with us! I look forward to working with you soon!

- Click "Sign In" if necessary
- Click the "Direct Message" icon (upper right corner of this page)
- Click the "New message" (pencil and paper) icon
- Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
- Type your message in the text area near the bottom of the window
- Press Enter to send your message

@XfinityDena​ thank you. I did not realize direct neighbors could be on different grids. Direct message sent. 

No service in Gulf View Estates Venice

Hi, @user_00921d Thanks for letting us know service is down for you as well. I can assure you we are working hard to get everyone back online. We know being without service for any period of time isn't easy, but we are always here to help. You can feel free to create your own as well, so we can help with your situation and location moving forward.

Live on Brookridge St in Englewood. Any prediction on when service will be restored? 

Hi there! Thank you for taking the time to reach out to us today. Please send me a private message with your full name and full address. I can most definitely take a 
further look at this ifor you. To send a private message, please click the chat icon next to the bell in the upper right corner. Click the “notepad and pen” button. Send the full message to our shared support handle “Xfinity Support”.

@XfinityCrystal​

[Edited: "Personal Information"] still no service. I asked for text ipdates, but received none. You need to let customers know when to expect service restoral. I don’t do twitter or fscebook. Just text us some ipdates 

Hello, @user_434a60! Thanks for reaching out to us on the forums! Please do not include any of your personal information (including address) on a public post. We'll be more than happy to help in a private message!

Click "Sign In" if necessary

 • Click the "Peer to peer chat" icon (upper right corner of this page)

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

 • Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list

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

 • Press Enter to send your message

We'll continue assisting you there! 

I'm sorry for the delay in getting service back up, but please send us a private message so we can get you the most accurate information!

Hi there @user_8b455f. Thanks for taking the time out of your day to reach out to Xfinity on Forums. Was you able to figure this out or did you still need assistance?

Good morning! This is definitely not the kind of experience we want our customers to have with us. I'd be happy to look further into this service interruption you are facing. I am truly happy that you and the family were not impacted by this hurricane, thank goodness! Please go ahead and follow the steps below to send us a DM, and I'd love to research this situation at hand. To send a "Direct Message" to Xfinity Support:

-Click "Sign In" if necessary

-Click the "Direct Messaging" icon or  https://comca.st/3EqVMu7

-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. Thanks!

Thank goodness you were not impacted. Please go ahead and send a DM with your full name and address and I will be able to search the entire area for why you are having these service interruptions. I appreciate it. 

I live on riverhomes lane in Bonita springs. And my business requires me to have internet, I can't even help the community by reaching out to customers. I am an electrician and basically my business can't operate. There is a cable line down on the corner of 41 and w terry street in Bonita springs It has been down since the storm. So I hope this information helps Xfinity

Welcome to our community forum, @user_6e7571! I hope you and your loved ones are safe! Thanks for reaching out so we can open a ticket to have the downed line repaired. Please send a direct message 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 name and address and I'll be happy to help.

I live in the moorings off of Crayton in Naples. My power has come back on but wifi and TV have not. What is the status for the area as I need WIFI for my work. Thank you

Concern moved here to the Customer Service help section for greater exposure to actual Comcast corporate employees (The Digital Care Team) for assistance.

Hello @user_d0e379 and thank you for taking the time to reach out to us here on our Xfinity Forums. I can definitely understand the frustration with the service interruption. After a major hurricane there are many factors involved in getting your services up and running. Even though power may be restored to your home we may have plants or nodes that are still without power. Additionally there may be breaks in the cable lines that need to be repairs. The Xfinity My Account app provides the most up to date information for service interruptions. We truly appreciate your patience as our technicians work as quickly and safely as possible to restore services to your home. 

@user_e273a3 Thank you for reaching out to us here on our Community Forums page. We do hope you and your family are staying safe and that you are able to return to your home soon. You can go to (https://comca.st/3M1xASI) to find more information on how we are going to take care of you while this situation is evolving. We are handling these on a case by case basis and will be reviewing accounts for credit adjustments once services have been restored. We are also not assessing Late Fees in affected areas. 

@user_b103b5​ 

Please refer to the reply  left for you here

Oh no, you don't have to apologize for messaging us on this forum! I'm very sorry for the inconvience you are going through with not having service, I truly understand how this is impacting you and your husband since you do depend on the Internet for work. Can you please send me a DM with your full first and last name along with your full service address so that I can assist you further.

Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon or https://comca.st/3EqVMu7

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

@XfinityRichard​ Thank you Richard. I direct messaged XfinitySupport because it did not give me the option for XfinityRichard.

trdubose06

Thank you for reaching out, @trdubose06! First and foremost, I hope you, your family, and your home are all okay. With that said, I want to say that I really appreciate your question. When it comes to service interruptions it is always our intention to adjust the account for the downtime as we don't want you paying for services that you did not recieve. Normally, these adjustments are processed after the interruption has been resolved, we do this in order to ensure that the account is adjusted for the entire time and to ensure that the entire adjustment posts in one transaction as this can help avoid any confusion with posting time frames. 

Customers can now request a credit for a service interruption easier than ever without speaking to an agent (this feature isn’t available to customers in California at this time). Qualified customers now receive a one-time credit when reporting their service interruption through the Xfinity Status Center in My Account. To receive the credit, you must login with your XFINITY ID. Please visit https://comca.st/3bOgFmh and click the link, Tell us more about your experience in the Interruption Tips section at the bottom of the page. 

If you run into any trouble retrieving your credit, please let us know and we will be happy to have you send us a private message so we can review your account further and apply the appropriate credit. 

@ImpliedConsent Hello! You are speaking to an actual person right now. We see you already sent us a Private Message, we will reply to you there. In the future, please wait until we ask you to send us a PM. We're replying to your PM now.  

Yes - Same ---

We have -- No Internet - No Cable - No Comcast Business Internet - now Xfinity Mobile throttling my DATA speed since we ran over 20 Gig as this is our Only way to run our business and home. 

I just want some HIGHER UP at Comcast to STOP THOTTLING MOBILE DATA as this would show Comcast as being a humanitarian for the impact Hurricane Ian

@arcook01 

I hope you and your family are safe, even if you have power our nodes & plants in the area may still be damaged or without power. Our amazing field techs are working 24/7 to get everyone's service back up & running as soon as possible. You can track the service interruption via our amazing Xfinity my account app https://comca.st/3fGMguH, you can even set up text alerts, once the service is back up and running you can obtain credits for the down time, just visits https://comca.st/3SMNAdS and clicks the link, Check eligibility in the Tips in case of an outage section at the bottom of the page.

@XfinityOrlandoM​ We live in St James City on Pine Island and have internet/TV & mobile service. Road to the island is impassable and all utilities are down. Time for fix is unknown. Will Xfinity suspend billing for internet/TV until service is available, but continue our mobile service?

I am sorry to hear about your situation @user_bfe346. I hope you and your family are safe and well during the aftermath of hurricane Ian. I certainly want to make sure we address all your questions. Credits are handled on a case by case basis and cannot be assessed until full services have been restored. If your home suffered damage, you can suspend your services by filling out this form.

Your mobile service will not change. For customers in affected areas, we won’t reduce your speeds after you hit 20 GB. You'll still receive emails about nearing and reaching the usual 20 GB threshold, since these are automatically generated, but you can disregard them. Remember that you can use your mobile device as a personal hotspot to connect your other devices to the Internet. Data used as a mobile hotspot will count toward your data charges for the billing cycle. You can also turn on your phone’s power saving mode to help make your battery life last longer.

I took this information from our weather response FAQ article https://comca.st/3SWM4py. This article should answer any questions you might have moving forward. 

Please see https://comca.st/3SQfipQ to stay connected with up-to-date information, tip/tricks to help stay connected, and ways to utilize your services during the interruption. 

If you have any additional questions or concerns, please don't hesitate to reach out. You are all in our thoughts during this difficult time.  

Hey there @user_a03afb. Thanks for taking the time out of your day to reach out to Xfinity on Forums! I'm hoping that you are your loved ones were safe during Hurricane Ian! Our Prayers are out to the family and loved ones who lost their homes, and family members! ❤️

I would love to assist with getting that cable line back up where it should be.

Could you please send our team a direct message with your full name and full address?

To send a "Direct Message" message:

• Click "Sign In" if necessary
• Click the "Direct Messaging" icon at the top of the page (looks like a text bubble)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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

Hello!

Thank You for taking time out of your day to reach out to our team, here, at our Comcast secure communication site 😀

Our Digital Care Team, here, is a specialized team of experts in everything Comcast. We are committed to providing our customers with consistently superior customer service and support.

I will be happy to assist with your cable  concerns. You have come to the right place.

I'm praying that you and your family are safe George.  Looking at the Line, is the pole still in tact where the line comes from?

@XfinityDevinC​ 

Yes, the pole appears intact.

My apologies @user_a03afb could you please send us a direct message to continue gathering your contact information. (see instructions above) 

Hi there @user_425f86! Thank you so much for reaching out to us here via Forums. I am sorry to hear that you have been impacted by Hurricane Ian. I hope you and your loved ones are safe! I know where you are coming from There has been some pretty significant damage to our nodes and plant in your area due to the storm. In some cases, we do not have an estimated time of restoration to provide, however, I would love to access your account and see if I have any further information to provide. Can you please send us a DM?

Here's the detailed steps to direct message us: 
 • Click "Sign In" if necessary
 • Click the "Peer to peer chat" icon (upper right corner of this page)
 • Click the "New message" (pencil and paper) icon
 • Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
 • Type your message in the text area near the bottom of the window
 • Press Enter to send your message