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mgm12
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6 Messages

Monday, November 25th, 2024 6:07 PM

Non-Existent Outage Map

Why is the “outage map” on your app not a map at all? It shows my house. That’s a location, not a map. Where can I get a MAP?! Also: why do you call it a “map” when it clearly is not a map? It it just an error, or is it intentional misrepresentation because you know customers want and could use a map, but you also know how bad it would look to show how much of the entire Puget Sound area is still out of service a week after the windstorm? Thanks!

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21 days ago

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XfinityAdrienne

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983 Messages

23 days ago

Hey there, mgm12! Thank you so much for taking the time to reach out to us here on the Xfinity Forums. I completely understand the frustrations, it certainly is not what we want for our customers. For the service interruption map, we would want the location pinpointed directly to your location with the interruption, but you should be able to zoom in and out to view further areas. We would recommend following the link here to keep the most up to date of the interruptions in the Washington area as our team provides the most updated information there. 

 

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pdub99

2 Messages

You can't zoom out on the map, and if you are on a mobile device, the map is zoomed in to about a 2 block radius, which typically provides no information on the size/scope of an outage.

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23 days ago

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XfinityBenjaminM

Official Employee

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1.6K Messages

 

pdub99 The map area only shows in your immediate radius, from a servicing standpoint it is more important to try and get you the most accurate information for the interruption that is impacting your household directly. Regarding the scope of the interruption itself, we are more than happy to answer any questions about that based on the interruption as it takes place. 

 

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23 days ago

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pdub99

2 Messages

Not particularly helpful to see a map that says "here's where you live" and absolutely nothing else.  I know where I live - I also happen to know that I don't have service.  The  broader context that there are 2000+ customers without internet in the greater area _is_ useful (although still fairly awful, considering there is no boundary on the outage area.  Just an purple dot, somewhere in the city, saying that somewhere in 30 square miles, there is an outage affecting more than 2000 customers. )

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23 days ago

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XfinityJohnG

Official Employee

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1.3K Messages

Right now the only options we have for checking on the status of any interruption is from the previously provided link and the https://www.xfinity.com/support/statusmap site @pdub99. I do know that crews are still working as quickly as possible to get service restored in that area. 

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23 days ago

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user_a4ss2h

1 Message

23 days ago

You also claim the cause is severe weather related. That was the initial cause of the service interruption but no longer. Power is back on and had the same initial cause, plus broadband service has been off and on since Saturday afternoon. Service is just as possible as electrical power. It just requires the same level of concern to make it happen. With more remote duty, many of us depend on your service to be able to work from home. Please, no further delays, and no more excuses!

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XfinityRay

Official Employee

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2.3K Messages

Thank you for your feedback, user_a4ss2h! We understand how important the service is and that it is frustrating when you are offline for so long. It is a good sign that the service has come back on, though off now. Sometimes when the network comes back up, more damage becomes apparent that needs to be fixed or signal levels need to be adjusted so your service will work. The Xfinity app and our Status Center will continue to be updated by the local teams in your area. 

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23 days ago

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user_luhl5k

1 Message

21 days ago

I would add - delays happen, etc, but what is most unacceptable is no ETA almost a week after power returned. No way to make plans around the outage.

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XfinityChristy

Official Employee

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1.6K Messages

 

user_luhl5k I'm really sorry to hear about the frustration you’re experiencing with the outage map and the lack of information regarding the power restoration in your area. I can certainly understand how frustrating it must be to feel uncertain, especially when you're trying to make plans around the outage.

It sounds like the map you're seeing isn’t providing the level of detail or clarity you were expecting, and I can completely see why that would be frustrating. It’s definitely not ideal to only see a location rather than a full map of the affected area, and I’ll be happy to look into why that’s the case for you. It’s important that you have the information you need, especially when dealing with an extended service issue. 

 

I also hear your concerns about the lack of an ETA, and I sincerely apologize for the inconvenience this is causing. Delays are understandable after severe weather events like a windstorm, but I know that not having an accurate timeline makes things even harder.I would be happy to look for an update with you. To get started, please send our team a Direct Message with your full name, the name listed on the account (if different), and the service address associated with your account. 

 

To send a "Direct Message" message:

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 that 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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21 days ago

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