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Balmoralresident
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Monday, July 15th, 2024 6:18 AM

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Internet going in and out

When is internet going back on in Balmoral, Humble TX 77346?

Outage tracker says no estimated time of repair due to severe weather. It is currently Monday July 15. The hurricane passed a week ago. In this past week, the tracker says the same thing, even when it went out 3-4 times already. A more specific timeline would be better, and if repairs are being done, an advanced notice would be great if there is a planned outage.

Service already came back on at 2pm today, but went back out at around 4pm. Weather has been fine, so I don't understand why the internet is out. I need an accurate time of repair, since I work from home and would need to make arrangements to work elsewhere where there's internet.

I pay for unlimited Internet for my work, and at this rate, we are exploring other options since service like this at the rate we are paying is unacceptable. The only reason we haven't is because it'll be weeks before other companies can come out and install new Internet for us.

Question

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Updated 

10 months ago

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XfinityThomasC

Official Employee

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2.5K Messages

10 months ago

Hello, @Balmoralresident 

Our hearts go out to those impacted by Storm Beryl. To help residents and emergency personnel stay connected during this time, we opened Xfinity Wi-Fi hotspots in the Texas Region to anyone who needs them, including non-Xfinity customers, free of charge. The Xfinity Wi-Fi hotspots will remain open through Thursday, July 18, at 5:00 p.m. Central Time (CT).

To connect to Xfinity Wi-Fi hotspots:

  1. Direct users to the hotspot map, to enter their zip code, and zoom in to street level to see the available WiFi hotspots. 
    • Xfinity Internet customers can also visit the Xfinity app or xfinity.com/wifi to see a map of available Xfinity WiFi hotspots. All open hotspots, both indoor and outdoor, will appear on the map.  
  2. Once at a hotspot, customers and non-customers should select xfinitywifi from the list of available WiFi networks and then launch a browser.
  3. Xfinity Internet customers can sign in using their Xfinity ID and password to be automatically connected to Xfinity WiFi hotspots in the future. Non-Xfinity customers can connect by choosing the Accept and connect button.
    • Non-Xfinity customers can renew their complimentary sessions every 12 hours.
 

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Balmoralresident

4 Messages

@XfinityThomasC​ that doesn't answer my question: When is internet going back on in Balmoral, Humble TX 77346?

10 months ago

0

XfinityThomasC

Official Employee

 • 

2.5K Messages

@Balmoralresident 

We have the same information on our end as is being reported on https://www.xfinity.com/support/status by your local technicians on the ground working to restore service. This is the best resource to get updates on the ETA for the restoration of service. 

 

I am an Official Xfinity Employee.
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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
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

10 months ago

0

Balmoralresident

4 Messages

@XfinityThomasC​ the message below from that link has not changed in DAYS:

===

Legacy TV, X1 TV, Internet, Voice, Internet TV outage detected

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. Stay safe and we appreciate your understanding.
===
What I want to know is how it can go back up at 2pm yesterday, then go back down at 5pm, when there was no severe weather. It appears to be a planned outage, so I understand that y'all need to bring the lines down for a time to fix things then bring it back up. What I don't understand is why, if it is a planned outage, is there no timeline for when service comes back on. 
EITHER WAY, I contacted ATNT already literally at 2am this morning, and at 8am, someone called me, and now at 12:20 pm, an actual human being is coming to my house to see if they can connect internet for us. It'll probably be a couple weeks considering almost everyone here in the forums is switching over, but this is the type of service we expect to receive given the the prices we pay. I'm taking my business to them now.

(edited)

10 months ago

0

XfinityThomasC

Official Employee

 • 

2.5K Messages

@Balmoralresident we would hate to lose you as a customer and truly understand your frustration. In severe weather events like this, we do our best to maintain service such as with https://www.xfinity.com/learn/internet-service/stormready. We make repairs as swiftly and safely as possible. And when as close to accurate we provide an ETA on the restoration of services. As much as I don’t want you to go, I can make sure we assist in canceling your services promptly, and hope to win back your loyalty someday. When you need to make that change to your service please send our team a direct message with your full name and full address? To send a direct 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
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
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

10 months ago

0

Balmoralresident

4 Messages

@XfinityThomasC​ An ATNT rep already came by at 12:20 on the dot, and their techs will be here to connect me on Thursday 7/18. Will message you about cancellation then.

10 months ago

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