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user_59671d
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3 Messages

Wednesday, January 11th, 2023 9:19 PM

Outage in 95008 still?

​We've been out since the big storm hit with ZERO updates besides "when it's safe, we'll come out to fix".  What's the deal xfinity?​

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Updated 

2 months ago

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user_59671d

Visitor

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3 Messages

2 months ago

As a follow up, my tv/internet just came back on!  Might have been coincidence with this post, but I'm sure glad it's up!  Thanks everyone.

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user_81e844

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2 Messages

@user_59671d​ Yep same. Just needed to post to make it happen, hehe.

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2 months ago

XfinityAbbie

Official Employee

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1.3K Messages

I am glad it is back up and running! If anything comes up, please don't hesitate to reach out. We are here for you!

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

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2 months ago

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XfinityAbbie

Official Employee

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1.3K Messages

2 months ago

Hello, I can understand your concerns and I want to look into this for you. 

Please send a private message by clicking the direct messaging chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your name and address and I'll be happy to help.

(edited)

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user_59671d

Visitor

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3 Messages

2 months ago

Ok, I DMed.  Hopefully somebody responds.

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user_81e844

Visitor

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2 Messages

2 months ago

Same, can we please get an update? It's been 38 hours so far with no changes, no updates, no progress. What's going on? As it's a wide scale outage I understand it may take time to get fixed, but communications would soften the blow. A simple "we have 20 trucks out fixing line breaks and we plan to get to your neighborhood next Monday" would set expectations and let us plan accordingly.

(edited)

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XfinityRyanE

Official Employee

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624 Messages

Hello @user_81e844, thanks for reaching out today. As someone that uses the internet for just about everything, I know how important it is to have a connection!

When dealing with unexpected area wide interruptions, we may not always have an ETA, or the ETA we do provide may change based on our techs findings. With this, our app's and automated system are updated in real time by our techs. So as soon as we have more information or an ETA, the systems will be updated with the new information. Outside of that, we wouldn't have any additional infromation to provide that is not already provided via the app or IVR. 

Rest assured, our techs will continue to work around the clock until everyone is back online and the systems are back to normal. 

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

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2 months ago

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user_bfb397

Visitor

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1 Message

2 months ago

Also in 95008 but internet has not yet returned - can we expect it to return by tonight?

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XfinityJeniece

Official Employee

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1K Messages

Hey there, thanks for reaching out through Xfinity Forums. You can check the status of any service interruption in your area at, https://www.xfinity.com/support/status. This will provide you with all the updates available. 

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

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2 months ago

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user_0a98a8

Visitor

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2 Messages

2 months ago

Same in 95008.

I'm working from home.

No Internet since Tuesday.

No updates at all!

How do you know we will be patient for this without any notices after day and day?

It showed that it will be restored on 01/02 6:45AM.

Then after 6:45 it went back with no status and estimated time.

That's ridiculous. No notices, no updates. We pay you then we wait forever? What's the deal xfinity?

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XfinityRichard

Official Employee

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302 Messages

Hi there, @user_0a98a8 Thank you so much for reaching your Digital Care team. Thank you for your patience while you waited to connect with me. I'm very sorry for the inconvience you are experiencing with the service interruption that is impacting your area, I understand the inconvenience this interruption is causing you since I work from home as well. Please be assured you reached the right person to assist you. Can you please DM me your first and last name along with your full service address so that I can assist you further?

To send a direct message [private message]:

  •   Click "Sign In" if necessary
  •   Click the "Direct Message" icon 
  •   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 Enter to send it
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

Like

Reply

2 months ago

0

user_f9b084

Visitor

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2 Messages

2 months ago

Same in 95008 as everyone else,

I have used up all my hotspot cellphone data, so I need a solution to the outage.

What is your plan to get things going again?

Since covid, all the school work has gone digital and that requires an internet connection!

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XfinityKei

Official Employee

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290 Messages

Hi @user_59671d, Thanks for reaching out to our community for help with your connection.  I am happy to look at your account for the details of your connection status to help! Can you please Direct message us your first and last name along with your full service address so that I can assist you further?
To send a direct message [private message]:

  Click "Sign In" if necessary
  Click the "Direct Message" icon 
  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 Enter to send it

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

Like

Reply

2 months ago

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user_f9b084

Visitor

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2 Messages

@XfinityKei - DM sent.

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2 months ago

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