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Sunday, January 21st, 2024 12:14 PM

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Internet outage for 8 days and running

Zip code 97229

Internet service went out the morning of Jan 13 and has not been back as of the morning of Jan 21. Power has been back for a while now. There is no concrete communication from Xfinity and no ETA for restoration. 

Contributor

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66 Messages

1 year ago

They aren't going to help us out but just making excuses and excuses. It might be a month before everything is restored. I have been through ETAs and never got it restored.

Expert

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110K Messages

1 year ago

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

Official Employee

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2.1K Messages

1 year ago

@ttpdx29 Thanks for posting on our community forums to let us know about your situation. I'm sorry to hear the service interruption has not been resolved. The best way to stay updated and check an estimated time for restoration would be online on our Status Page or through our awesome Xfinity App. Have you checked the status of the interruption there? 

7 Messages

Yes, I have checked the status page as well as spoken with several customer service representatives on the phone. There is no useful information coming from any of these sources.

Official Employee

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2.1K Messages

1 year ago

@ttpdx29 Does it show there is an ongoing interruption in the status page? 

7 Messages

Yes, since the morning of Jan 13.

Official Employee

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2.1K Messages

@ttpdx29 If there is an ongoing interruption but no estimated time for resolution yet, it means our repair team is still working to get the issue fixed. Multiple things could be affecting the services in the area or at the service tower level. As soon as we have an estimated time for resolution, our Support Page will be updated. You can also schedule a text notification online or through our Xfinity App. As well as request credit for the time your service has been affected. Once the interruption is resolved, feel free to visit our Support Page and log in to request a credit. It's a great feature we added to help our customers out when they experience a loss of service due to repairs. We understand the importance of having reliable services and want to be fair in these types of situations. You can click the link, "Check eligibility" in the "Tips in case of an interruption" section at the bottom of the page. I hope this helps.

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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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

7 Messages

Why would it take 8 days to fix something and yet not have an ETA?

Official Employee

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1.6K Messages

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

7 Messages

@XfinityChelseaB 

Maybe it was not clear from my posts above that I have checked every channel made available by Xfinity, including the website above. All Xfinity is saying that there has been damage but there is no concrete plan or ETA for repairs. There is zero transparency. Maybe, you guys should learn from PGE and other utilities that made far more difficult repairs in a shorter amount of time with much better communication, though not ideal, to customers. Unfortunately, since Xfinity has a monopoly, I know this attitude won't change.

I definitely plan to cancel my service as soon as I can.

7 Messages

1 year ago

Here is the outage status and the very helpful blurb on the status page.

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