2 Messages
INTERNET OUTAGE IN HOUSTON
My neighborhood has electricity and no damage from the storm. Yet I have no internet. I was told Tuesday that it would be restored by 830 pm. It wasn't. I received a text last night that my internet had been restored. It wasn't. What is going on? I work from home, so I had to purchase a portable wifi so I can have a job to pay my Xfinity bill I just received, that didn't indicate a credit for the 7 days I haven't had internet. So now, I am out of more money because I had to purchase something that I already pay Xfinity for.
XfinityKassie
Official Employee
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1.4K Messages
8 months ago
@user_va8b6o Good afternoon! We appreciate you taking the time to reach out to our Community Forum Team. We hope that you stayed safe during the recent severe weather. Our crews continue to make repairs to our network as affected areas are declared safe and power is restored. Even if your home has power, the Xfinity network serving your neighborhood may not. We appreciate your patience and are working as quickly as we can get your services back up and running. To help everyone stay connected, Xfinity WiFi Hotspots remain open to the public. Get more information here:
https://texas.comcast.com/alerts/
Understanding we have customers working from home, I'd be happy to take a look at your services for an ETA. To begin, can you please send a Direct Message with your name, and service address?
Click "Sign In" if necessary
Click the "Direct Messaging" icon at the top of the page (looks like a text bubble)
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
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user_pvemwb
3 Messages
6 months ago
Same here. No damage or power loss from the storm. But lost service right before the storm hit us. Been over 2 days with no service and all we get is the same canned response from Xfinity. I need a real update. My neighbors use AT&T and their services are never out like this.
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user_18iki0
1 Message
6 months ago
I’ll be looking for another internet provider after this. Day 4 of no internet with no real updates on when it’ll be restored. This is especially a problem when you work from home like I do. I’ve ignored the numerous times that I’ve lost internet connection on a perfectly sunny day but this is the last straw. It’s insane that I can’t get an actual person on the phone to help me. I know there’s an outage, but I should be able to report what’s actually happening at my house (fence fell on the outside cable wires, and are now exposed) to expedite someone coming to my house!!
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user_p62tqt
1 Message
6 months ago
Like everyone else, my internet has been out since Monday, and I also work from home. The only message Xfinity sends is saying there is an outage. They do not provide any real information and time frame when we can expect to get it back. Calling is useless because the robot is stupid and does not understand. Cannot get a human on the phone. I had AT&T for over 15 years and never had these issues. The only reason I have Xfinity is because AT&T did not service the area I moved to. I will be searching for a different internet provider as soon as I am able to leave Xfinity.
Xfinity should be putting credits on everyone's account from July 8th - to the day you finally get off your butts and get it fixed.
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Tiredofthisnonsense
Visitor
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12 Messages
6 months ago
My internet went out on the 7th and it was before the hurricane even made it to Houston. The lack of updates/ETAs is quite annoying because I work from home.
I feel that Xfinity is benefitting from the scrutiny that CenterPoint is getting. Xfinity provides a single update a day and we don't know the details of how many people are out/how many are being restored. I'm shocked at the lack of transparency.. especially with the amount of money that I waste with them every month.
Thanks for getting "46%" of services back...if that number is even real. It would be really nice to know how many folks that is and when I will get mine.
Also, can't watch in-home wifi only channels without wifi..because ya know...it's down. That really needs to be changed at times for an outage.
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user_oviv2r
2 Messages
6 months ago
Haven’t had service since July 8th here we are July 23rd still no service. Had internet service 4 hrs on the 21st and 4hrs on the 22nd. Xfinity website is still saying because of the storm it’s an outage after I received text stating everything has been prepared. The worst experience ever especially since I work from home. Xfinity is complete BS. I know so many ppl who have cancelled their service I will be next AT&T didn’t have any issues CENTERPOINT must be part owners of this disaster as well bc both companies are what and what with reliability
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