Retired Employee
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5.9K Messages
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.
user_33067
Visitor
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2 Messages
3 years ago
Thank you this was the very 1st and absolutely ACCEPTED ANSWER..
USER_33067
PS AND SO SINCERELY APPRECIATED ACCEPTED ANSWER...
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Good_Ol_Dan
Frequent Visitor
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16 Messages
3 years ago
Service in north Naples Xfinity fiber-served community (Imperial Golf Course Estates) was initially restored the day following Ian, but has been experiencing increasingly longer daily outages (with missed Xfinity restoration estimated times) until now it is down hard with no response from Xfinity. About 1500 customers here who went "all in" with Xfinity fiber a couple years ago... now no response. Probably an easy, single-point fix, too. [Edited: "Language"]?
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maxie
Contributor
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94 Messages
3 years ago
Customer from the start but the dismal response to Ian and communication is causing folks to go elsewhere. Naples Florida has no internet or TV except for a few minutes each day then another outage, another missed repair deadline and day after day it continues with NO SERVICE
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cacti101
Visitor
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11 Messages
3 years ago
what [Edited: "Language"]... do you [Edited: "Inflammatory"] do to the port charlotte service in the peachland veterans area? had solid service for what seems like an enternity but was actually two days, wake up today and everythings dead. more patronizing from comcast over the phone, unable to connect to an actual human, and "as soon as possible" as their timeline which means absolutely nothing to me.
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user_bd749a
Visitor
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1 Message
3 years ago
how can we get a credit to our account from having no power for 11 days due to the hurricane
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CapeSpyder
Contributor
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75 Messages
3 years ago
Day 16 no internet I’m at a store using their internet
no trucks/crews in neighborhood
but still paying for what?
how can any of your estimates be any good don’t you have to have crews out here working
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user_defd1b
Visitor
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1 Message
3 years ago
I live in Cape Coral, FL where hurricane Ian just went through. Our cable was snapped off at the house and has been dangling in the yard for two weeks. We are at [Edited: "Personal Information"]. Our neighbors got cable and internet service back days ago, so we tried to call Xfinity. Upon recognizing our phone numbers, the automated system told us the service in the area impacted by the hurricane is being repaired as quickly as possible, and gave no option to speak to an agent. We've used our teens' phones to call in order to speak to an agent. The first agent told us our neighborhood had already been restored, and that our house address should have service. We told him that's not possible because the snapped off cable is still laying in the yard. He was suprised we were checked off as having service and that the techs must not have checked the pole and
cable. He said someone would be out to fix it by Saturday (10/15/22). I found this to be unsatisfactory because there are trucks out everywhere, so we've been back on the phone with your affects at least 4 seperate times, totalling over 5 hours of our time. On one of the calls we were told we could have an appointment for a technician to come in 2-4 weeks to restore our service. I continued to ask for a supervisor for assistance. I was supposed to receive a return call from a supervisor by about 8:11pm Eastern time last night, but no call came, so we called again. This is very frustrating and truly unacceptable! Our house has no service because of an oversight on the part of your techs in the field. I completely understand the exhausted crews making mistakes, but the solution from tech support (in India?) for an appointment weeks from now when we've already been without service for two weeks is unacceptable. I finally got a tech supervisor on the phone last night said he made an internal arrangement (not a formal appointment in your scheduling system) for a tech to be at our house between 8am-10am today. He said he would call at 7:30am and again after 10 am to ensure the repair is complete. There have been no phone calls and no repair. We called back today and the agent said the audio recording was turned off for the phone call with the supervisor last night! We have two disabled people in the home and we have kids and adults who need internet access for school and work. We are feeling marginalized and at the mercy of the monopoly your company has in our area. I am inclined to approach the workers in the Xfinity trucks here myself and beseech them to fix the downed line. Please help!
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user_b39515
Visitor
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2 Messages
3 years ago
Still no service, and have had 4 groups of workers in the area who seem to come, look at the cable then leave for the.last week. The actual cable is laying.across my backyard, and I even cleared it for the workers. At this point, the cable is starting to interfere with my cleaning efforts. (Cypress Lakes area)
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hyphendude
Visitor
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3 Messages
3 years ago
My internet was restored with maybe 1-2% packet loss right after power was turned back on (the very next day). Then about 4-5 days later the crew came through to "fix things". Now, since last Thursday evening, I have had an average packet loss of 45% consistently. Doing traceroutes, I see that the packet loss starts at the next hop following my gateway. I tried to call customer service and got the message, we know there is an outage in your area, but speaking to a technical support rep will not improve the chances of resolution. I disagree, if I can tell you which node the packet loss begins at, then it WOULD help improve the resolution of the issue for me and my entire neighborhood. The failing node for my area is 96.120.98.81. This high packet loss caused me to not be able to work all day Friday since I work from home and was unable to utilize my VPN into the corporate network.
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user_78a937
Visitor
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2 Messages
3 years ago
I am in the [edit personal information]. We lost our internet, Wi-Fi and cable during Hurricane Ian and I would like to know an approximate date as to when our service will return. I have looked on the Xfinity site and it originally said DeSoto County was predominately restored but now DeSoto County isn’t even on the list. Our power was restored on 10/5 and we haven’t seen any Xfinity trucks anywhere close to our area. I’ve called the customer service number and it gets me nowhere. I understand that Xfinity is working on the bigger areas, but it being out for 18 days with no updates is totally unacceptable.
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user_3312a9
Visitor
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1 Message
3 years ago
Service in San Carlos Park went out ~7 days ago roughly a week after the storm xfinity needs to update the people in the park as when restoration estimates
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user_02388b
Visitor
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1 Message
3 years ago
My Internet and TV ARE working; however, my upstairs neighbor's Internet is NOT working. There seems to be no way to reach customer service. You can't be reached by phone since Hurricane Ian - - and since my neighbors don't have Internet, they can't send you a message. So I am trying to reach you (for them) through this forum. Please respond as to how my neighbors can reach you.
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user_00a8e0
Visitor
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4 Messages
2 years ago
My home has been damaged by Hurricane Ian, I will not be able to access my xfinity services for many months. I would like to suspend my services (not seasonal plan) ideally at no cost to myself until home restoration is complete. Can you advise what is possible please.
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user_1d2205
Visitor
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1 Message
2 years ago
My elderly father still has no service.
TV or phone/ landline.
I have called numerous times
Had appt set and crew a no show.
It's been over 5 weeks since Hurricane Ian hit Englewood Florida.
My father's wire is down from home to pole.
Here's my latest reference ticket number from yesterday Nov 3,2022
With an promise of an appt today 8:00 a.m - 8:00 p.m.
NO ONE showed up.
Help
"Here is your reference ticket number for your interaction today!
CR061827039"( copy & paste email I insisted the customer service rep email me last night)
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user_d2db9e
Visitor
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2 Messages
2 years ago
No internet since 9/27. Unable to contact live person even by email or chat. However xfinity just notified me they successfully withdrew my payment (FOR NO INTERNET?) How do I talk to someone when I am the power outage in my area???? Unacceptable customer service.
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