Hurricane Ian

Good morning, @user_237b0a! Thank you for reaching out to the community regarding the storm's effects on your service. I'm glad to hear that you're signed up for text notifications of any updates, of course. Keep in mind that you may see intermittent connectivity while our field team is actively working in your area, if they still are. Have you checked My Account or our Status Center for an update by chance?

Hello @user_9551f9, thank you for taking the time to reach out and express your concerns. I'm sorry to hear that you are still without service. As someone that uses the internet for just about everything, I know how important it is to stay connected. The best place to go for updates is the Xfinity App, it's updated in real-time based on our field tech's findings. If there is no ETA on the app, we would also not have an ETA to provide.

Rest assured our techs will continue to work diligently until everyone is back online.

@user_437e08 

I have been trying to get some sort of status update for my outage. All get is some made up approximately 2 hours for when I ask then that time comes and goes then the response is ASAP. I would like an actual answer. Like “Our crews are busy is other areas right now your are is 8th in the que except 2 weeks of outages.”

At this time there is no definite ETA for when internet and cable will be restored.  Depending on the damage in your area it could be anywhere from tomorrow to a month from now, or anything in between or beyond.  Remember, the crews have been hit just as hard as anyone else, and I would imagine that a lot of repair vehicles were also damaged.

Hi there! This is definitely not the kind of experience we want our customers to have with us. We'll check on this right away and will do the best possible for you. 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 into your service interruption.

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.

Good morning, @user_6aa469, and thank you for reaching out through our Community Forums page for help with your internet service today. I'm sorry to see that your internet isn't working for you at this time due to the recent storm in your area. As with all inclement weather conditions, circumstances can change based on the conditions in the area. I'm glad to see that power has been restored to your home and your neighborhood, but there may still be issues with the power or infrastructure that provides service to your home. Our field technicians are working as quickly and safely as possible in partnership with the local power company, to ensure that everything is up and running just as soon as we can. 

A specific ETA for restoration may not be available at this time, as conditions have been changing constantly and it is hard to determine how much time will be necessary to make all repairs and have everyone back online. Rest assured, we are working as hard as we can to have your service restored soon.

Likewise.  It seems as though they've abandoned us.  Internet worked fine for 5 days after Ian passed and now it's 24 hours with nothing.  Stream doesn't work.  You can't get any updates from anybody.

Hello @user_644a52 I am relived to hear you are safe after hurricane Ian. Xfinity offers a few ways to check for updates. The Xfinity My App provides service interruption updates, and you can also sign up for proactive notifications. Here is a link https://comca.st/3EmQ4LL that provides information on how to set this up. 

Hello @user_5042b8 we thank you for reaching out to the forums Community regarding updates. We understand the frustration with the delay and the hotspots not connecting properly as the alternative, we do not want you or your family to miss work, and we will work as fast as possible to get services back up and running.

• Please keep in mind that It is possible that public power could be restored to your home or business (or that you have a power generator), but the location of the Comcast network serving your neighborhood still doesn't have public power, which must also be restored before your services can work properly.

The most effective way to get service interruption updates for your area and information about your Xfinity service is to visit https://comca.st/3SZQGey or use the Xfinity app.

We can also review your area as well for updates:

To send a direct message [private message]:

   Click "Sign In" if necessary
   Click the "Direct Message" icon or https://comca.st/3Vj7K14
   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

No you really don't understand the frustration.  You build frustration into the process, so that people give up.  I drove over to the Xfinity store @UTC to get ANY kind of update and they told me " yes I see they're working on fixing the node and should be up by 740p this evening".  I'll make a bet with you.  I will donate $1,000 to a charity of your choice IF the internet and TV are up by them.  If not, you pay $1,000 to a charity of my choice.  Deal?  Oh and you can also issue a refund for lost wages for 2 days now.  I won't hold my breath that you'll offer that.  WHY doesn't the XFINITY or xfinitywifi hotspot work if you tout them as an alternative solution?  What's the point?

@user_644a52 This would be an upsetting experience and I want to look into your specific account to see what is going on in your area. 

Please send a private message by clicking the direct messaging 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.

• Here's how to "send that direct message";
• Click "Sign In" if necessary.
  
  Click the "Direct Message" icon  in the upper right corner or https://comca.st/3eahuKa; 
   
  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.

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

@user_5520a4 Thanks for creating a post on our Community Forums. I'm terribly sorry to hear that this happened and hope everyone is safe from the storm. We would certainly want to get our technicians out to repair/replace the line, though the tree would need to be removed first to avoid any further damage or safety concerns. I definitely agree that having a tree removed can be quite costly, even more so when it's not even your tree! 

@user_5520a4 My apologies that my reply had been cut short. Let's see if we can find more information to help out with this. Would you please send our team a direct message with your full name and full address? 

To send a Direct Message:

Ensure you are logged in

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

Hi there @user_fb73e0 . Please take a look at this link for general info: https://comca.st/3RB5oaI. As part of our recovery efforts, we aren't charging:

• Late payment fees 
• Early Termination Fees (ETF)

We are also offering the ability to put service on an up to 12-month pause. 

Internet an Tv are our on access to news and Family.   Not worried about fees, as need to modify payment plan, so we will lose service if we cannot pay?  We need service just flexibility in payment date.  

Appreciate any help to take one worry away that losing so much we wont have tv or internet.  

Totally understand where you're coming from. We are here for you! Are you looking for more of a payment plan type option? 

@XfinityMorgan​ Yes please; we just need more flexibility.

Understandable! Please review this link for me: https://www.xfinity.com/support/articles/installment-plan-balance-due. Does that still look like it would be something of interest to you, would that be helpful? 

{edit: hyperlink}

My info goes public...how do I send you my information privately? 

Sorry about that, I meant to add that information in the last post. 

Can you send us a private message with your full name, name of account holder (if different), and service address?

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”. We look forward to hearing from you!

Hello. I can understand the importance of being connected ASAP, and we hope you are remaining safe. I appreciate your patience while we work to get this resolved, and for updates you can use our Response Page, and sign up for alerts through the Status Center. 

@Jay2106 Thank you for contacting us here at the Xfinity Community Forums regarding your report of a downed line in your area. I can certainly look into this report further to make sure the proper ticket has been put in place.

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

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

See https://comca.st/3KQF8q9 for an example.

Hi there! @user_d060b7. We are sorry you are having issues with the Xfinity assistant. We can take a look into this further for you.

To get started, and to locate the account, please send our team a direct message with your full name and full address. Thanks!

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

It was a pleasure assisting you!

Please don't hesitate to reach out if you run into any other questions or concerns about your services or account. We are here for your support 24/7! We hope that you and your family are staying safe and healthy!

            @user_782827​ 

 I do hope your family is safe during these hard times, our tech are working 24/7to get everyone back up and running, you can track the status via the awesome my account app https://comca.st/3fP2SAm, if no date & time is listed, it should list as soon as possible, even if you have power our nodes & plats that supply network services to your home are still damaged or with out power

            @user_782827​ 

 I do hope your family is safe during these hard times, our tech are working 24/7to get everyone back up and running, you can track the status via the awesome my account app https://comca.st/3elUYOq, if no date & time is listed, it should list as soon as possible, even if you have power our nodes & plats that supply network services to your home are still damaged or with out power

It has been saying as soon as possible since the storm.  We would like a real ETA.  I work from home and cannot continue with this unknown of when it will be restored.  Likes others I have not seen any Comcast trucks and at this point do not believe they are working on it since you cannot provide any updates.  We are extremely disappointed and frustrated by the lack of communication from Comcast.

In some places, services were impacted worse than others which can cause there to be a delay in resolving the issue. Our technicians are still working diligently to get the network infrastructure up and running, so customers like yourself can get back to work. At this moment the best way to track the progress is via the awesome my account app or by visiting us online at https://comca.st/3elUYOq.  Once we have an update that will be the first place that will get the information. I can also set up a follow-up here to reach back out to you once more information is available. Would that interest you? 

Maybe we should all notify the state of Florida.

https://secure.floridapsc.com/ClerkOffice/EfilingPublic

Thank you for contacting us on the forums, @user_913fdf! I can understand your frustration, and once we have you up and running we can credit the account for the time you were without service. To document your account with the information, we will need to get into specifics, via private messaging. Please follow these steps to get started:

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! 

The response from Comcast has been a joke. All other major carriers are back up in our area. I think they have understaffed their response team. The chat suggested below is useless and has no estimated restoration date. 

IAN-

We have been more than patient for 10 days now. Every house around us now has Xfinity internet except for us. Every house! Obviously there is something going on with MY house. If only there was way for me to call and speak to a freaking human being to pass that information on then maybe it could be resolved. Instead I have to listen to your robot patronize me about how hard your working to restore my internet. How you feel my pain but speaking to a representative wont help my situation.... 

Hi, @

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 private message:
Click "Sign In" if necessary
• Click the "Peer to peer chat" 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 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