XfinityJessie's profile

Administrator

 • 

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.
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Visitor

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2 Messages

4 months ago

Hi - we are in timber bend subdivision and have had power back for a week.   Original restoration update said we would have service back by 10/6 but since then the message has reverted to “as soon as it’s safe we will start working on restoring”.  Can you give a better timeline for when our service will be back?

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

Official Employee

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652 Messages

We appreciate you reaching out to us about your experience. Please, continue following along for updates as discussed in our direct message here: https://florida.comcast.com/2022/10/02/hurricane-ian-response-and-restoration-update-for-central-and-southwest-florida/

and report if your lines are down here: https://www.xfinity.com/customer-requests. 

 

If you need anything going forward, we ask you start a new topic, and we will be happy to help. Thank you! 

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Visitor

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2 Messages

4 months ago

Hurricane Ian left trees on my cable line. I need help

Note: This comment was created from a merged conversation originally titled Trees in my cable line
XfinityRay

Official Employee

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1.1K Messages

Good afternoon, @user_6a762d. I am glad that you are safe after all of this! We would be happy to help with the trees. We can put in a ticket to have the Technical team come out and fix that. Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.

Here's the detailed steps to direct message 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

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Visitor

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1 Message

4 months ago

My internet finally came back up yesterday (Saturday, October 8th) morning, was up until last night, then went back down until around 4:00PM today (Sunday.) No idea how long it will stay up this time. When it is up, it is laggy and I am seeing about 40% packet loss. It may be that the packet loss is due to there being down equipment as a result of Ian and so the remaining bandwidth is experiencing high congestion. But if that was the case, I would have expected the drops to clear or reduce last night as traffic decreased. I am seeing a similar effect with cell data. It's almost unusable during the day - usually just times out - because there is so much traffic. Late at night or very early morning, it works well. I didn't see any improvement in packet loss last night before the Xfinity modem lost connectivity.  I expect there to be people down because of lines being down and infrastructure being without power. I didn't expect to see around 200Mbps on my 1Gbps connection due to packet loss. Is this being worked on as well as the downed lines and other damage? When can we expect a healthy network for those who do have connectivity?

XfinityRay

Official Employee

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1.1K Messages

Greetings, @user_b229ed. Thank you for letting us know that you are getting intermittent connectivity and packet loss. We are scheduling visits for service problems if the area issues have been resolved already. I would be glad to take a further look at this so we can get this working better. Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.

Here's the detailed steps to direct message 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 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

just ran a packet loss test here. upwards of 40% loss. essentially, the net has been restored for me....but only usable at dial up speeds. 

Visitor

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10 Messages

4 months ago

hello i have xfinity for several years. Never had an issue. But with hurricane ian, my cable wire is down. Everyone else on my block is running and working now, except me. Is there a way to get this fixed asap? I have kids and pets and dont want any issues with the wires as well. thank you

Note: This comment was created from a merged conversation originally titled down wire from hurricane ian

Official Employee

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751 Messages

Hello, @user_670bf3. Thank you for reaching out to us about the downed cable line. We definitely want to ensure your services are restored as quickly as possible, and would love to look into what steps we need to take to get the line repaired. Please send us a Direct Message with your first and last name. The message icon is located at the top right of the Community Forum page, clicking on the message icon will allow you to initiate a chat conversation with us directly. Please ensure you are sending your message to our 'Xfinity Support' handle.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Visitor

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10 Messages

@XfinityStephanieK​ can you message me directly so i can deal with you?

Visitor

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2 Messages

FLP has already finished work in our area of Port Charlotte near Ollie's pond, two days ago.  I have a downed com wire between the pole in front of my house to a pole at the street corner. I called it in last Monday. No updates and as far as I've seen, no Comcast trucks. I work from home as well, and camping the Punta Gorda library is not a great option from service I'm still paying for. Where are you guys?

Official Employee

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252 Messages

Hello @user_ec00da I will make sure the cable line is moved and check for an update on restoring service to the area. Can you please send our team a direct message with your full name and full address?

 

To send a "Direct Message" to Xfinity Support:

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

 

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

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

 • 

10 Messages

still no updates. still no appointment. still a hazardous wire that my kids and pet can be injured from. this is the worst erxperience. everyone on my block has working internet. Yet my kids are in home school and they cant even attend . The home school supervisor even told me the rest of people in cape coral, florida are already back in class. Yet - I am still here with a downed wire. And after 100 messages to support - still nothing resolved. I am just thinking of switching to Q Fiber (century link) after this to be honest. 

Visitor

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3 Messages

4 months ago

now Monday Oct. 10 and still no service, no updates. Communication on this has been terrible. What is status for Marco Island please?

Visitor

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2 Messages

4 months ago

I live in Naples, Florida 34102. My internet service is still down. My powers been back on for a week but no internet still. I can’t get in touch with anyone to fix this problem. Please help, thx!

XfinityKorie

Official Employee

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1K Messages

I hope you and your family stayed safe during this storm, @user_94940c. You can check for updates via the My Account or our Status Center here: https://comca.st/3T2zchK;

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Visitor

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3 Messages

That's really not much of an update Xfinity Korie

Visitor

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2 Messages

4 months ago

I live in Naples, Florida 34102. I still don’t have internet back after Ian. Power came back a week ago but still no internet. I haven’t been able to get ahold of anyone at Xfinity to help fix it. Please advise. Thank you!

Again

Expert

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28.4K Messages

@user_94940c​ 

I live in Naples, Florida 34102. I still don’t have internet back after Ian. Power came back a week ago but still no internet. I haven’t been able to get a hold of anyone at Xfinity to help fix it. Please advise. Thank you!

I'm sorry you're still without internet, and I hope that you and your family are doing okay.

It's really possible that some of the infrastructure was heavily damaged by water and will need to be replaced.  That and there's probably not enough crew able to get out and assess damage so that work can continue.  Remember, those technicians probably lost a lot, too.  I know that several of the offices are sticks now, so it might be some time before things get back up and running normally again.  Unfortunately, there really isn't any concrete timetable at this time that can be given for fixes.  I'm sorry.

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

4 months ago

Hello, I don’t know if this is the place to report this but we have power at [Edited: "Personal Information"] Cape Coral florida, the whole neighborhood does, but no internet. I have noticed a downed line on nw 7th terrace. The conditions are very safe, the day after the hurricane we personally cleared the roads for trees and such, I just thought id let you guys know to help both you and us. 

{removed PII}

Note: This comment was created from a merged conversation originally titled Downed wire due to hurricane Ian
CCMorgan

Gold Problem Solver

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3.3K Messages

Hi! Thanks for making us aware. Do you happen to have a photo of the downed line, for us to reference?

I no longer work for Comcast

Official Employee

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851 Messages

Hi there @Angela_v! I hope this finds you and your loved ones safe! Thank you for reaching out to us here via Forums and also for personally helping clear road of trees and debris. That is so awesome of you to help your community. We appreciate you letting us know about the downed cable. You can report that directly at https://www.xfinity.com/customer-requests. Please let us know if you have any further questions. Thank you again! 😊

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

 • 

9 Messages

4 months ago

Is there an ETA to get the Internet back in my neighborhood? Power is back on since last Wed 10/5

Note: This comment was created from a merged conversation originally titled Internet restoration status post Hurricane Ian in Fort Myers FL zip code 33916

Official Employee

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272 Messages

Hi there, @user_3107ed Thank you so much for your time and patience. I'm truly sorry for the inconvience you are are experiencing with your service. Please be assured you reached the right person to assist you. Can you please send me a DM with your full first and last name along with your full service address so I can assist you further.

To send a direct message [private message]:

  •   Click "Sign In" if necessary
  •   Click the "Direct Message" icon 
  •   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
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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9 Messages

@XfinityRichard​ sent a DM

Visitor

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9 Messages

even though florida.comcast.com posted on 10/10 saying restoration ETA for Ft Myers is today (10/11), but still no service as of now :( 

Visitor

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4 Messages

4 months ago

What is the ETA for service restoration in Fort Myers - Parkwoods - Zip 33907?

Note: This comment was created from a merged conversation originally titled 10/10/22: Hurricane Ian service restoration in Fort Myers - Zip 33907

Visitor

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4 Messages

This is crazy, and good to see:  service is up, barely 7mins since posting my question.  Wow, this Community thing really works! 😜

Official Employee

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557 Messages

@user_f67282 

Thank you so much for providing an update that your services have been restored. If you have any additional questions, please dont hesitate to let us know. 

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

 • 

2 Messages

4 months ago

I have been without service since 9-28-2022. Can I expect that I won't be charged during this time that I have had no service?

Note: This comment was created from a merged conversation originally titled Will I be charged for no service during hurricane Ian
XfinityEricB

Official Employee

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473 Messages

Hello @user_4495d7, and thank you for reaching out about the interruption time due to Hurricane Ian. The billing will remain active during the downtime, but we adjust it once service is restored as we don't expect you to pay for the service when you couldn't use it. This link will take you to the form you need to fill out for the adjustment https://www.xfinity.com/support/status, but please remember that you fill it out after service is restored. While the interruption is in place, you just get errors stating service isn't active. The form applies the credit once we confirm service is active, and then it knows the full time to adjust for to apply to your billing. 

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

 • 

4 Messages

4 months ago

What is the time frame for restoration of internet for Deep Creek area of Punta Gorda post Hurricane Ian? One Xfinity rep on phone said 6 months yesterday. Today one said it would be this evening. There is still an outage. Please tell how we can get specific restoration information. I do not see direct message as an option on the page.

Note: This comment was created from a merged conversation originally titled Specific Time Frame for Restoration
Again

Expert

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28.4K Messages

@JCBeliever 

What is the time frame for restoration of internet for Deep Creek area of Punta Gorda post Hurricane Ian? One Xfinity rep on phone said 6 months yesterday. Today one said it would be this evening. There is still an outage. Please tell how we can get specific restoration information. I do not see direct message as an option on the page.

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

Visitor

 • 

4 Messages

@Again​ Thank you. I had checked that page yesterday, and it wasn't very specific or helpful. Today it is. Thanks for your help! Many will be relieved.

Official Employee

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232 Messages

@JCBeliever , I'm glad you found the information helpful. Great to see the update with dates of service being included as well. Can we assist with anything else today? 

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

 • 

13 Messages

4 months ago

This was posted by a local news source.  Wink News.  

Restoration Timeline by Location:

Charlotte CountyESTIMATED RETURN OF SERVICE

Cape Haze 10/15

Don Pedro Island 10/21

Port Charlotte 10/15

Punta Gorda 10/15

 

Collier County

Ave Maria Predominantly Restored

Golden Gate Predominantly Restored

Golden Gate Estates Predominantly Restored

Immokalee Predominantly Restored

Naples Predominantly Restored

Barefoot Beach 10/21

Everglades City 11/16

Marco Island 10/15

Old Naples/Port Royale 10/21

Vanderbilt Beach 10/21

 

DeSoto County

Arcadia Predominantly Restored

 

Hendry County

LaBelle Predominantly Restored

 

Highlands County

Sebring Predominantly Restored

 

Lee County

Bonita Springs Predominantly Restored

Lehigh Acres Predominantly Restored

Alva 10/11

Boca Grande 10/22

Bonita Beach 10/21

Cape Coral 10/15

Captiva 12/16

Central Fort Myers 10/11

Fort Myers 10/11

Fort Myers Beach 11/15

Iona Lakes 10/21

North Fort Myers 10/15

Pine Island 11/23

Punta Rassa 10/21

Sanibel 12/16

 

Polk County

Lake Wales Predominantly Restored

 

Sarasota County

Palmer Ranch Predominantly Restored

Sarasota Predominantly Restored

Casey Key 10/21

Englewood 10/11

Longboat Key 10/21

North Port 10/11

Siesta Key 10/21

Venice/Nokomis 10/11

Link to Article

Note: This comment was created from a merged conversation originally titled Hurricane Ian Restoration Timeline
XfinityOtto

Official Employee

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436 Messages

Hi, @Hexerott. I just got an update that information regarding service restoral based on city can be found here: https://florida.comcast.com/2022/10/02/hurricane-ian-response-and-restoration-update-for-central-and-southwest-florida/

Please note, that website is updated regularly so we recommend customers checking back often for the latest updates. 

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

 • 

9 Messages

I am in Fort Myers, zip code 33916, still no service as of 10/11 at 10 pm

Visitor

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9 Messages

Update, Internet is back as of tonight 10/13

Visitor

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2 Messages

4 months ago

We are all just curious to see if there is any type of credit being considered due to the widespread outages in southwest Florida due to Hurricane Ian.  We know your crews are working continuously to get us back up and running.  We were down for 12 days and I know others are still down.  We weren't sure at this point since this was considered a natural disaster, etc.  Thanks in advance for any consideration!

Note: This comment was created from a merged conversation originally titled Hurricane Ian the 12 day outage in Southwest Florida
XfinityJohnG

Official Employee

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231 Messages

Thank you very much for reaching out to us here today. I do hope that you all were safe during that storm. You will definitely be able to request a credit for all of the time without your service. You can request that adjustment at the https://www.xfinity.com/support/status site anytime. If you would like me to look further into those adjustments you can send me a direct message with the full name and complete address for your service and I will be happy to do that for you. 

 

To send a direct message [private message]:

   Click the "Direct Message" icon or  https://forums.xfinity.com/direct-messaging

   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

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
maxie

Contributor

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91 Messages

Fpl really stepped up, Xfinity failed miserably despite selling fiber optics to prevent just that. Now they won't make any announcement or set any goals for restoration. Nothing Comcast is doing is helping us. I'll be looking for alternatives 

Official Employee

 • 

275 Messages

Thank you for sending us a direct message. We will be happy to continue assisting you through direct 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

 • 

3 Messages

4 months ago

i am inquiring about a credit for this months bill due to hurricane ian

Note: This comment was created from a merged conversation originally titled hurricane ian credits
XfinityKyla

Official Employee

 • 

335 Messages

Hello! I'm so sorry to hear that you were impacted by the storm and I'd like to help. Can you please reach out privately? You can do so by clicking 'direct message' and addressing it to 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
XfinityRaul

Official Employee

 • 

871 Messages

We definitely want to make things right, @user_4fa1d1. In order to get started, can you please send me a private message to Xfinity Support with your full name and full address by clicking the chat icon in the top right?

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
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