No internet for over 24 hours; repair time keeps changing

@XfinityAmandaB​ Hi! Service for that outage was restored at 5 PM on Sunday, 30 hours after it began! This was already wildly unacceptable, of course, but today -- fewer than 48 hours after the last outage ended -- we got hit with ANOTHER one! At like 11:10 AM, right in the middle of a meeting! I work from home, and so I basically haven't been able to do my job today, because it's STILL GOING, and (once again) the projected end time just keeps getting pushed back: first it was supposed to end at 12:50, then 2:10, and now not until 3:40.

What the absolute hell is going on???  Why is it literally impossible to find any actual information on what the outage IS, or get a remotely realistic estimate for when it will be fixed?

@user_bb2584 As someone who works from home as well, I can definitely understand your frustration. I rely on my internet connection to do my job. I can assure you that technicians are working to resolve the issue as quickly as possible. 

@XfinityRobertA​ Why are these technicians so wildly incapable of predicting how long a repair is going to take? See, it's the constantly shifting projections of service returning that make me deeply suspicious of the whole situation, a problem that could be trivially addressed by providing literally any information on what the actual problem is.

@user_bb2584 I understand your need for more information, it would definitely help ease your mind while waiting on the issue to be resolved. However, there are steps to finding the problem and then the solution. With all the moving parts of providing internet, cable, home security, streaming, etc., it can take our techs some time to figure out what is going on. There could be issues with wiring, equipment, or even inside the system itself. There could have been a car accident miles away that hit a pole and caused issues with the whole neighborhood. It literally could be anything. Then, once they do find the issue they tend to focus more on fixing it. I can assure you our technicians are amazing at their job, and their sole priority is getting thing up running and back to normal as soon as possible. Your patience is greatly appreciated in the meantime, and I am confident it won't be much longer. 

@XfinityVanessa​ That's nice, but this new outage (which began, again, at 11 this morning) has just been pushed out AGAIN, for the fourth time; we're now not supposed to get internet back until 7 PM, a full eight hours that includes most of the working day. 

More to the point, I no longer have any faith whatsoever that the 7:10 PM estimate is based in anything approaching reality; your "confidence that it won't be much longer" has in fact turned out to be completely misplaced.

By 7 tonight, we will have had internet for barely half of the past 80 hours, and for all of that time I have been able to get no more clear explanation than "there is a problem, sorry!!!" These are unacceptable levels of downtime and communication. We had AT&T internet service at our previous house, fewer than 20 miles away from here, for five years and never ONCE encountered service -- either literal or customer -- as poor as we have endured in fewer than five months with Xfinity.