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wellabone
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Monday, July 8th, 2024 2:29 PM

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Internet outage at my home in Katy, Texas

I don’t have internet at home, it was working a few hours ago. I have checked for outage in my area and the xfinity assistant mentioned that there are no outages. However, nothing has changed at my end. I have tightened the coax cable and restarted my modem a couple of times.

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Updated 

6 months ago

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EG

Expert

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108K Messages

6 months ago

Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.

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ccRuben

Retired Employee

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729 Messages

6 months ago

Hello! Thank you for taking the time to reach out regarding your account. Please send a direct message with your name and address, thank you! 

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user_96hu8m

1 Message

Is there still an outage in Katy, Texas? My address is [Edited: "Personal Information"].

(edited)

6 months ago

0

XfinityKrista

Official Employee

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1.5K Messages

Hello @user_96hu8m, thank you for taking the time to reach out on social media.  I understand your concern with the services, and I'd like the opportunity to check into that for you.

 

To access your account, will you please send us a direct message with your full name and complete service address.

 

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

6 months ago

0

Again

Expert

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31.1K Messages

@user_96hu8m​ 

Never post your personal identifying information on a public board like this.  It only opens you up to scammers.  You're post has been made private until it can be edited to remove that information.  Also, posting personal identifying information is a violation of our Guidelines and the Acceptable Use Policy.  You can, yourself, edit the post by clicking on the three dots on the right side of your post and choosing edit.

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

6 months ago

0

user_gr2lse

1 Message

@XfinityRuben​ I have been without internet after the hurricane passed I don’t understand how during the whole hurricane I had Internet and when it passed it was gone. Its been 3 days. 

6 months ago

0

XfinityThomasB

Official Employee

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1.6K Messages

Glad to hear you are safe while in the midst of Hurricane Beryl user_gr2lse Please know that getting everyone back connected is always paramount. The safety of our crews is something that is always number one, we are not able to dispatch any teams until there has been an all clear to begin repairs. Unfortunately, as of now, we do not have an update for you. Hurricanes are an extremely tough situation to recover from, to be fully transparent, I do not expect to see much movement on repairs for another 48 hours based on the scope of reported damage. I included a link below to our status center, you can also use the Xfinity app to set up text alerts for when everything will be ready. You can find and connect to Xfinity WiFi hotspots to help provide connection during this time. Just sign in to any xfinitywifi network using your username and password.

 

 

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

6 months ago

0

EG

Expert

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108K Messages

6 months ago

@wellabone 

Here's how to send a direct message (private message);


Click "Sign In" if necessary.
 
Click the "Direct Message" icon  in the upper right corner 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 the "Enter" key on your keyboard to send it.

See https://comca.st/3KQF8q9 for an example.

[Permission from and credit given to BruceW].



(edited)

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user_1mu43i

1 Message

6 months ago

I am in Katy as well and had service after the hurricane passed, but at about noon yesterday, we went down and never came back up.  When at a friend's house with wifi, I looked on here and over the course of 3 hours saw there was an issue, then there wasn't, then there was, got a text that service was restored but it wasn't, and now there's still an issue.  It's all over the place so I wouldn't trust it.

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user_ob464z

1 Message

Similar issues with me as well.  Waiting on them to fix it

6 months ago

0

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