Hurricane Ian

Hi there! Please send me a private message with your full name and full address. I can most definitely take a further look at this for 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”.

I work from home and there are at least 4 homes on my road that have their services back up- I want an ETA of when it will be back up- don't keep giving the standard line of [Edited: "Language"].  We have no issues on our road, we have power and have had power.  Trust me I do speak to my neighbors and know for fact at least the 4 and I am going now door to door to get a complete count

First I was told on your app that is would be by 10/6/2022 by 7:30 well 7:30 came and went and then the lovely app now says nothing

@user_Oceanbreeze​ What area is that? I am in San Carlos Park Zip code 33967

THIS IS NOT ACCEPTABLE- I AM CONTACTING THE STATE AS WELL AS GOV DESANTIS, THE BBB AND THE MEDIA

@legalassistmom​ hi 👋 I also live in San Carlos park. My initial eta was 10/7 5:45pm and that was posted since Monday/Tuesday. I'll post back here and tag you if I hear anything for our area

@legalassistmom​ Yeah!  Good luck!  Let us know what you find out!  It might help all of us.

We are SCP between Lee and Cypress.  We got nothing here either and now it's Sunday, October 9 2022.  Horrible service, no one ever contacts me back about when it can be expected to be repaired.

Hello @user_a5385c thank you for reaching out through our forum. I hope you and your loved ones are safe, and we appreciate your patience as we know how important the services in your home are to you. I apologize for the inconvenience. We're working as quickly and as safely as possible to restore service to the area but be aware we have to wait for local power companies to restore power to your neighborhood first and allow our teams into the area to repair our network. The best way to get updates would be through the Xfinity app. 

@user_db9b7a​ my personal favorite is the whole "text updates" which provide 0 useful friggin updates. and it doesnt really matter how many times you scream agent into the phone, they will text you anyway because apparently they know better. 

Hey there, we definitely understand your frustration. We are working to restore all damaged infrastructure and that may take longer than anticipated as we discover the full scope of damage caused by the storm. We also have to wait for damage to power sources connecting to our plant and other factors to be restored as well. I assure you, we are working hard, even if you are not directly seeing it. Getting service back to our awesome customers is our top priority. 

no. you really dont understand my frustration. not even remotely. I can't do my VA telehealth appointments, I cant get my meds, I can't do ANY remote interviews...which i've missed two already, and i certainly can't pay my bills using DATA from my [Edited: "Language"] cell. pull your heads out of your fourth point of contact. we have had power for four days now and have seen exactly 0 movement from you guys. none. 

@cacti101​ hope you're doing alright man. I feel the biggest issue is as you said, absolutely ZERO communication that contains REAL information 

@user_a6f0ee​ I am functional. stress levels are through the roof right now. A few more days of this [Edited: "Language"] I wont be.  not being able to do some basic sociatal interactions, being unable to do anything with the VA to ensure my meds and MH issues are under control only adds to the stress level. 

Hello @binkus220! Could you please send our team a direct message with your full name and full address? To send a "Peer to peer" ("Private") message:

1. In the top right corner, you'll see a little chat icon near the bell icon. Click the direct message icon
2. Click the "New message" (pencil and paper) icon
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4. Type your message in the text area near the bottom of the window
5. Press Enter to send it. An official employee, such as myself or whoever is first available, will respond. Thanks!

Hello! Any updates will be available on our Status Center or through our My Account App. 

@XfinityDilary​ The status center has been unhelpful at best, it has given 4 estimated times of service restoration that have come and gone, the first being over 60 hours ago. We’ve been signed up to receive text messages about our service but have not received any updates through that either. I understand these things take time, but having zero communication from the company has added an unnecessary layer of stress onto an already stressful situation.

@user_a5385c​ -- Same here - Not seen even ONE Comcast repair truck - Probably because a Multi-Billion dollar company Hires Out to Third Party installation Techs.... Guess techs don't want to work. 

@user_a6f0ee​ 

There are no bots here, but real people.  You need to realize that there were a lot of people affected, not just you.  Remember, the technicians have homes as well, some may not have been affected, but a great deal of people have been.  Power plants and head ends were probably heavily damaged and it will take some time for those to be fixed.  Comcast offices were most likely damaged, along with vehicles.

All of us here that "work" the forums understand the frustration, and we're just as frustrated not being able to give an ETA for fixes.  It could be fixed tomorrow or even not until the end of the month or longer.  There just isn't a way of telling and providing updates.  If we could, you would definitely be told.  This wasn't your regular hurricane; 120+ people in Florida lost their lives, and many more lost everything they had.

Right now, patience is a virtue.  You might not want to hear that, but it's true.

I hope that you and your family and friends have stayed safe and didn't lost much if anything at all.

you act like IP services are a luxury, something that everyone can live without. Some folks, many folks, set up their lives and daily functionality specifically around net access. not having that access means their ability to interact with the world is almost completely negated. This is particularly problematic when it comes to folks like me, combat veterans with a string of Mental health injuries. This completely unnecessary ratcheting up of the stress levels because of one companies utter failure to prepare is having drastic negative effects. I personally was under far less stress holding shut a double door against 145mph winds than I am now. Comcast gets no pass for that, not even remotely. 

@Again​ No one is saying this wasn't an anomaly of a hurricane and that MANY MANY people were not affected, to include Xfinity employees. However, when you own a company, large or small, EFFECTIVE, SPECIFIC & CONTINIOUS communication is not just expect, it is NECESSARY!!!  And in Xfinity's case, since they provide service to a large number of people, they ABSOLUTELY should have had a plan in place on how they would effectively communicate with their clients....just like FPL (Florida Power & Light). I get emails from FPL regularly with updates and progress. Or VERIZON... they brought IN TECHNOLOGY to support damaged cell tower so we, as a community, could have cell service and in my case, I am using my hotspot from VERIZON to work. THANK YOU VERIZON!!

Xfinity has COMPLETELY failed to have a plan in place that communicates with their clients on the status of progress for restoration of services. This is COMPLETELY UNACCEPTABLE.... and clearly creates VERY UPSET clients. We have no idea what Xfinity's plan is... what they are doing to expedite restoration of services, no outage maps, no update of what areas have had services restored, where there are currently working to restore services....NOTHING.... ZERO communication!!!! So yes, we are angry that Xfinity is not doing their job by effectively communicating with their clients.... which tells me that Xfinity's restoration of services is unorganized and mismanaged.

I agree! What he said ^ no communication from Xfinity

it's also worth mentioning "as soon as possible" is not, by any stretch of the imagination, a timeline. Having patronizing dude say "getting you connected is our highest priority" is at absolute best unhelpful but in most cases rage inducing. 

Hi there, @user_01d190, thank you for taking the time to reach out to us through our Xfinity Forums. I understand how important it is to have services restored. I would like to review the location direct and see what information we can find for you. Please send us a direct message with your full name and service address.

Here's the detailed steps to direct message us: 

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 • 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

Hi there, @user_98820c. Thank you for creating this post. We will work with you with issues regarding outside lines. Please keep in mind that some areas are currently unavailable for us to do work until we are authorized to do so. We can definitely check the status of the services in your area and if we are able to schedule a technician. Please send us a direct message by using the message link on the upper right corner. 

Find it down-right comical that Comcast states to the Public --- Connect to Xfinity WIFI Hotspots for Free as part of their way to "Give Back" to people affected by Hurricane Ian. 

This is all well and greatly appreciated for some .... but how about when there is NO HOTSPOTS in our area. Majority of HOTSPOTS come from Businesses ( aka: Comcast Business Internet ) - but when business don't have Internet Capabilities....guess what... There is NO HOTSPOTS to connect to.