XfinityJessie's profile

Administrator

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5K Messages

Wednesday, September 28th, 2022 4:37 PM

Hurricane Ian

**Update 10/11/2022**

Customers may find additional information about our Florida service restoral plan here: https://florida.comcast.com/2022/10/02/hurricane-ian-response-and-restoration-update-for-central-and-southwest-florida/

This site includes estimated dates of restoral by county. It is updated regularly so we recommend checking back often. 

If you need to report a down cable line due to Hurricane Ian, you can do so here: https://www.xfinity.com/customer-requests

**Original Message**

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. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

New Poster

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14 Messages

4 months ago

THIS IS BEYOND RIDICULOUS- YOU CHARGE US WAY HIGH PRICES AND THE SERVICE WAS POOR TO BEGIN WITH BEFORE IAN AND EVEN BEFORE IRMA.  YOU COLLECT ENOUGH OFF ALL OF US THAT AFTER IRMA YOU SHOULD HAVE MADE UPGRADES AND CHANGES TO PREVENT ANOTHER ISSUE.  NOW HERE WE ARE PAYING 280.00 A MONTH JUST FOR TV AND INTERNET AND LOST IT 9/28/2022 AND STILL NO SERVICE BACK AND YET POWER IS ON IN OUR AREA SO THERE IS NO REASON YOU CAN'T HAVE IT BACK ON.  I SUPPOSE YOU ARE GOING TO CHARGE ALL OF US DURING THE OUTAGE AND THEN TURN AROUND AND INCREASE THE PREMIUMS TOO.

Official Employee

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466 Messages

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 am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

New Poster

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14 Messages

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

(edited)

New Poster

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14 Messages

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

Visitor

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7 Messages

4 months ago

I spoke with Xfinity and they are being told it could be at least a month before they have services restored to our area.

New Poster

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14 Messages

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

New Poster

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14 Messages

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

Visitor

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4 Messages

@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

Again

Expert

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28.4K Messages

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

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

Visitor

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2 Messages

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.

Visitor

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4 Messages

4 months ago

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. 

Note: This comment was created from a merged conversation originally titled Hurricane Ian restoration update

Official Employee

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492 Messages

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

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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? 

Official Employee

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492 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 am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Visitor

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2 Messages

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!!!!

Visitor

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3 Messages

You dont understand. We wouldnt be 33% of the way through a billing cycle with no service if you did.

I can almost guarantee your greedy [Edited: "Language"] is gonna make us pay 100% of the bill.

Not a single repair crew sighted in North Port. Meanwhile FPL restored the whole town already.

cacti101

Visitor

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11 Messages

4 months ago

not one, not two, but three different missed deadlines YOU people put out on repairing the network in my neck of port charlotte. complete failure to plan and prepare for this. your customer service has been gawd awful, the support site that you direct us to that I need to use my mobile data to even look at has 0 relevant or pertinent information related to any portion of the outage. had power back for days now. I really dont know who has been worse, you or dish network. this, ladies and gentleman, is why monopolies are bad. 

Visitor

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7 Messages

4 months ago

Is there a reason the Comcast store in Port Charlotte has yet to open? I’m having doubts that work has even begun in this area as I drive all over town for work all day and have literally seen 1 xfinity truck this past week 

Official Employee

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275 Messages

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. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Visitor

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3 Messages

4 months ago

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".  

Yes it was Ian related but not so much now.  Why must I come here as the last resort to get service from this mega corporation with a government sanctioned monopoly? 

cacti101

Visitor

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11 Messages

@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. 

cacti101

Visitor

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11 Messages

4 months ago

since appearantly only posts with a question mark in them get answered, lets try this. Do you people have any idea, whatsoever, as to what your doing in regards to restoring service disruptions as a result of ian? you wont let us talk to an agent, your service outage map is non-existent, and any timeline updates we hear from your garbage automated service are simply blown right through. So what, exactly are you people doing?

Official Employee

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623 Messages

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. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick
cacti101

Visitor

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11 Messages

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. 

(edited)

Visitor

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4 Messages

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

cacti101

Visitor

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11 Messages

@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. 

(edited)

Visitor

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1 Message

4 months ago

Hello. We lost service on 9/28/22 and just got it back yesterday (and it's been slow, if not cutting in and out, since then). I'm mostly just wondering if we can receive some credit for the week that we were without service? The chat assistant told me we were ineligible, which I find surprising as we're in North Port. Thanks.

Official Employee

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830 Messages

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
  3. In the 'To' line, type "Xfinity Support" there. A drop-down list appears. Select "Xfinity Support" from that list (an "Xfinity Support" graphic replaces the "To:" line)
  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!
I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Visitor

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4 Messages

4 months ago

It's almost comical going through these posts 

"Hey there!!!"

"Hello!!!"

"So sorry for the inconvenience"

"Some areas can be more damaged than others"

"May take longer than expected",

"We understand how difficult this must be"

Prove these aren't bots selecting these phrases out of a random generator lol

Respect to the dudes doing the work but,  this was a nice reminder of why multi billion dollar monopolies sanctioned by the government are bad. If there's a decent provider near me I'm switching 

(edited)

Visitor

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7 Messages

4 months ago

Are there any updates for the Port Charlotte area? Our local store still being closed honestly has me worried that work on our area hasn’t even started yet, no one I know around here has service back up yet and I’ve yet to see a single Xfinity truck out on the road. Feels like this area has been completely forgotten.

Official Employee

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506 Messages

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

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Visitor

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7 Messages

@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.

Visitor

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8 Messages

@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. 

Visitor

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4 Messages

4 months ago

Ok reply bots, what is actively preventing the people in the field from providing ANY info? whether it's a rough ETA with a disclaimer, or a quick description of what is needed for that area. That's like bare minimum, they could do that for essentially no real effort, they already have the information, just decide..

Im going to assume you are a person who sees how bad this customer service experience is. The reason for that is, you get the script and have to stick to it. The overall messaging is "don't expect any information" along with a lot of pandering. I'm sure you're all nice people.  

Seems like someone in charge doesn't want updates to some areas. Not one of their official updates even mention lee county or ft myers once

Again

Expert

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28.4K Messages

@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.

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
cacti101

Visitor

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11 Messages

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. 

Visitor

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7 Messages

@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.

Visitor

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5 Messages

I agree! What he said ^ no communication from Xfinity

cacti101

Visitor

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11 Messages

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. 

Visitor

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2 Messages

4 months ago

We are without cable/internet, etc in our development Hunters Ridge in Bonita Springs, FL because of Hurricane Ian.  We are being told that it will be a month before we are back up.  Some people in Hunters Ridge have it up but others do not.  We work from home.  Please let us know why parts of our community has cable/internet and others like us do not.  [EDIT: Location information]  thank you!

Note: This comment was created from a merged conversation originally titled Hurricane Ian outage

Official Employee

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806 Messages

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: 

 • Click "Sign In" if necessary

 • Click the "Direct Messaging" 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 an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Visitor

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1 Message

4 months ago

I've been with Xfinity for 10+ years and NEVER experienced a problem with their internet service. Until Hurricane Ian graced us with it's presence....

Now, I'm on the fence. Currently deciding if I want to endure another failure of this magnitude (if & when it happens..) Or move to a more consistent provider with an awesome disaster response who rolled out a mobile 5G response unit for its customer base! 

Visitor

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2 Messages

4 months ago

What do u do if hurricane Ian ripped ur outside lines down from ur house

Note: This comment was created from a merged conversation originally titled Cable line down

Official Employee

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431 Messages

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. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Visitor

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8 Messages

4 months ago

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

Visitor

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8 Messages

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. 

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