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.
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Visitor

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2 Messages

4 months ago

Thank you this was the very 1st and absolutely ACCEPTED ANSWER..

USER_33067

PS AND SO SINCERELY APPRECIATED ACCEPTED ANSWER...

Frequent Visitor

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16 Messages

4 months 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"]?

(edited)

Official Employee

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375 Messages

Very sorry for any confusion. The link below will provide all the details regarding the restoral for the local areas. I can assure you that we always aim for your highest confidence in the services and support we provide. 

 

https://florida.comcast.com/2022/10/02/hurricane-ian-response-and-restoration-update-for-central-and-southwest-florida/

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maxie

Contributor

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91 Messages

4 months 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 

(edited)

Official Employee

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388 Messages

@maxie I hope the cleanup in your area is progressing well and everyone in your family is safe and well. Our engineers and techs are working as quickly and safely as possible to reconnect those effected by Hurricane Ian to our network. The following link will provide you with response and restoration updates. https://florida.comcast.com/2022/10/02/hurricane-ian-response-and-restoration-update-for-central-and-southwest-florida/?linkId=184728013 I would also be happy to check on your account. When you have a moment please send your name and service address to "Xfinity Support." You can do this by using the Direct Messaging icon at the top of the page. 

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maxie

Contributor

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91 Messages

<edited: personal information>

(edited)

Official Employee

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388 Messages

@maxie  In order for us to check the status of your services please send your name and service address to "Xfinity Support." You can do this by using the Direct Messaging icon at the top of the page. 

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Visitor

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2 Messages

@XfinityChristy​ I don't see a direct messaging icon at the top of the page.  If I go to "Support" there's an "Ask Xfinity" chat option but it's basically just an automated chatbot.  How can I get my name and address to someone to give me an update.  There has been no update from Xfinity since 10/12.  Cape Coral was supposed to be restored by 10/15 and here it is 10/16 and we're still down.

XfinityOtto

Official Employee

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436 Messages

@

 

 

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

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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cacti101

Visitor

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11 Messages

4 months 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.

(edited)

Visitor

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1 Message

4 months ago

how can we get a credit to our account from having no power for 11 days due to the hurricane

maxie

Contributor

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91 Messages

@user_bd749a​ Comcast is not about to issue any credits but I would be happy if they prove me wrong. They will have you look for a form not on any link

CapeSpyder

Contributor

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75 Messages

4 months 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

XfinityPaula

Official Employee

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422 Messages

Hello @CapeSpyder Please forgive our delay. I know how important it is to have services back online asap. Our crews are working in the areas and based on the local website for updates Boca Grande is expected to be back online by the 22nd. I know it's not your area exactly, but it's the closest area that I could find an estimation for. You can check the local site as well and report down lines. Please visit this post from our admin @XfinityJessie for the links to the sites for updates and reporting the downed / damaged lines.

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Visitor

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1 Message

4 months 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!

(edited)

Visitor

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2 Messages

3 months 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)

XfinityRay

Official Employee

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1.1K Messages

Good evening, @user_b39515. The team may need work to be done near you or are waiting for the right equipment before they can repair the line at your home. I would be happy to check and ensure that is on track. 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

Visitor

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2 Messages

@user_b39515​ So..my internet was restored, and then they put a new line in and speeds were 1/10-50% of what they were of the old line...that was on the ground.   Cable still.down in the yard, and service is intermittent today, and they won't get a crew here.until tomorrow.....if they show up.   Your support people.have rarely been of.help.

Visitor

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3 Messages

3 months 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.

Official Employee

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307 Messages

Hello, I am so sorry to hear your still having a service issue since the Hurricane. We are working hard to get service restored fully for all of our valued customers. We understand how important it is to have reliable service and we can now help you troubleshoot the packet loss issue. Can you tell me if you are noticing this issue on all of your devices and is it impacting one website more than another? 

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

Contributor

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91 Messages

During this critical time we don't need more insanely repetitive advice so it's better to say nothing rather than repeat robotic messages. Just saying.

Visitor

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3 Messages

@XfinityJessW​ It is at my edge.  I do ping and traceroute monitoring from my firewall.  I have also run monitored traceroutes from a laptop directly connected to the gateway.  The packet loss starts at the IP provided, which is the first hop following my gateway.  This all started once they put in new coax down my street following the hurricane.  Below is the results of the traceroute.

Traceroute to google.com

(edited)

Visitor

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3 Messages

Traceroute to Xfinity.com

Official Employee

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307 Messages

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 "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.

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

3 months 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. 

(edited)

Official Employee

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687 Messages

I can truly understand the aggravations, @user_78a937. Please understand that your power may be restored, however our network may have been damaged or still without power and as soon as the area is safe, we will get you up and running as soon as possible. 

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.
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maxie

Contributor

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91 Messages

While we all including Xfinity techs have had a really bad time of it, in all honesty what upsets most people is the lack of Xfinity CEO, coo, chief of whatever, personal announcements made on TV, radio,etc.explaining in person what is happening at Xfinity. Most people understand when they hear truth vs. nothing or constant outages messages like"we'll get you up and running " is sadly one such message. Many folks don't do social media, but TV works if sporadic and radio.

(edited)

Visitor

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2 Messages

@XfinityKimberlyB​ Thank you for responding, Kimberly. I appreciate that I received some kind of answer. I do understand that just because we have power, doesn’t mean we’ll have service and that some lines may have been damaged. My frustration is that there has been no updates, explanations or a possible restoration date. 

Official Employee

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758 Messages

@user_78a937 Have you checked in with our Status Center for 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
maxie

Contributor

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91 Messages

@user_78a937​ a communication problem at Comcast needs to be fixed fast.

Visitor

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1 Message

3 months 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 

maxie

Contributor

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91 Messages

@user_3312a9​ your request is same as all customers but why is Comcast avoiding giving us "accurate"details of the outage repair. The more we know the more we support you

Visitor

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1 Message

3 months 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. 

XfinityAmir

Official Employee

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7.1K Messages

Hello @user_02388b, thanks for reaching out to us here with this concern. Bless you for wanting to help your neighbors, I know this is a difficult time and we are here to help. To better assist them can you please have them reach out to us here? 

(edited)

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

3 months 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.

XfinityChe

Official Employee

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6.8K Messages

Hello @user_00a8e0. Thank you for reaching out to get help with your service issues. We'd be happy to look into this to see how we can help. I'll be replying to your direct message shortly. 

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.
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Visitor

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1 Message

3 months 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)

Official Employee

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520 Messages

Hello @user_1d2205 and thank you for letting us know about your elderly father being without service. I would be reaching out if my elderly parents were in the same situation too. Could you please send our team a direct message with your full name and complete address? Our experts can most definitely take a further look at this issue. Please also note in the future we would prefer for you to submit a new post so you can get the best help needed while following our committee guidelines. Thank you. 


(Full credit to @BruceW for this excellent explanation!) 



"Search for Xfinity Support" won't work. To send a "Direct Messaging" message to Xfinity Support:



  • Click "Sign In" if necessary





  • 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://forums.xfinity.com/conversations/email/cant-create-a-new-email-address/605e52b726aa974d63032d02?commentId=606107ea738c7f46a02b830e for an example.


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

3 months 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.

Again

Expert

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28.4K Messages

@user_d2db9e​ 

Your best bet in getting help is to start a new post with your issue.  Good luck!

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

You can also call the 800 number and select that you want your service disconnected.  That will get you to a live human being.

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