Visitor
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1 Message
In Neverending Internet Outage, need repair estimate
I'm in Knoxville TN. I'm still in an internet outage that started last Friday afternoon (3/3). (I'm using my phone as a hotspot to get out).
In the past during an outage I would go to the outage map, put in my address, and it would acknowledge the outage and give me an optimistic, but usually in the right ballpark time estimate for the issue to be resolved.
We had a storm with high winds come through Friday afternoon and I lost service around 2pm. Since then, the only information that shows up on the outage map is:
"You may be experiencing issues with your Xfinity services due to severe weather in or around your area. Once the area is safe, our teams will begin to repair the network to restore services as soon as possible."
I'm all about people having a safe work environment, and wouldn't want people out during the storm. But the storm was over by Friday evening, and our weather since then has been mild (its sunny and in the 70s today). I'm pretty sure the area has been safe since Friday evening. That this message is still there three days later, and that there is no time estimate suggests to me that repairs for my area still aren't even scheduled.
The map has an option for "Text me with updates", but I have no desire to do such a thing. To me texts are a way to communicate with people that are important to me, not a way to communicate with a business.
I would like to see a time estimate in the outage map showing when work in my area is scheduled, or have a way to contact a human that could tell me when repairs for my area are to be done. I've tried the chat, and calling help, neither of which can get me any information other than what's on the outage map, nor any way to communicate with an actual human to get some level of actual information.
I can rant later about the frustration of trying to communicate with an actual human (it shouldn't be this hard), but for now I just want to know when my service will be restored.
XfinityChristy
Official Employee
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1.9K Messages
2 years ago
Thank you for reaching out via our Xfinity Forums. As someone who works from home I understand needing a strong connection and updates when things like severe weather are effecting our services. I would be happy to see if I can locate any addition information then what you can see on the app at this time, but in most cases we have the same information. To get started, please send our team a direct message with your full name and full address.
To send a "Direct Message" message:
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user_616d3b
Visitor
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5 Messages
2 years ago
I agree it is incredibly frustrating that it is so hard to get any personalized information. I am experiencing an unplanned service outage and have not been able to get any estimated date for repair for two days. Storm has been over for two days and it is clear and sunny. I keep getting directed to the service center which clearly does not have the info I am seeking. I should have an update by now and all I can find is text that basically says- we know something is wrong so dont contact us. This is TERRIBLE customer service and I am considering other providers as a result. I want more information on the issue a d what is being done to resolve it. At LEAST a time estimate for repair.
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