Outage in Houston

@user_kyo95m,Thanks for visiting our forums page. 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 at this link.

Hey there! Just wanted to check in on you to see how you're doing. 

It’s been the same way for me. I’ve been out without Internet for a week now and I’ve been calling them. Don’t say anything even the text message It sent me direct to automatically 

Hey there, user_7bbzo2! Thank you so much for taking the time to reach out to us here. I am sorry to hear about the connection concerns with the services. We can certainly dive into the details of your account with you and provide details. Can you please send us a DM to get started? 

Will you please send our team a direct message with your full name and full address?
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To send a "Direct Message" message:
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• Click the "Direct Message" icon
• 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

@user_oi9ctc​ 

I never even lost power but I’ve been without internet since last Thursday. I keep getting notifications that it will be restored but no actual evidence that it’s even being worked on or ETA on when it will be restored. I have used up all my data on my phone just so I can hotspot to my computer and actually do my job for the past week. This is unacceptable considering what I pay every month. 

I can assure you that this outage isn't being done as something to "stick" to the customers.  Considering the flooding that happened during the storm a lot of Comcast's equipment was probably flooded out as well and will take extensive repairs in order to get back up and running and get internet restored as quickly as possible.  Don't forget that you're not the only one that was impacted by the rain and flooding; Comcast employees and their families were also impacted, and there are only so many of them that are able to get out and cover all the areas that need to be restored; the Houston area has 2.5+ million people, not all of which are Comcast customers, but even at 1.5 million customers how many employees do you think are working throughout the area to get everything back up and rolling?

Sorry, I don't mean to be rude, and I do understand where you're coming from, but try looking at the larger picture.

Why keep sending texts that say service is restored when it is definitely not?

No time estimate for repair.  I did see a 9:40pm time quoted for couple nights ago, now it's just ASAP.

We're still out, Saturday, May 25th at 4pm.  Down since Thursday evening, the 16th.

I’m in Houston, no internet still. My next door neighbor with Xfinity got it back Wednesday. Xfinity provides no means to contact them, just awful customer relations. As a result I have dropped them and switched to att, to connect next week. At this rate Xfinity may be out weeks, do they even know what the problems are?

The idiotic email from Xfinity saying all customers are restored is another reason why I dropped.

@user_mndwna​ same neighborhood, where/when did you hear about a line being cut? Asking as my internet very suddenly went away over the weekend (2-3 days ago) and has not come back. It was working perfectly fine after power was restored.

@sgott2017​ thank you for taking time out of your day to reply to this post. I hope you and your family are doing well after the severe weather in the area. Working from home myself, I completely understand the importance of having your home network up and running. 

From experience, when I have seen "external connection issues", this is normally due to outside the home issues. Such as wiring, connections, up the area equipment (node). And based on the update you provided about upcoming maintenance, this work was likely scheduled due to a regular service visit wouldn't be able to fix the issue. 

Technician appointments can get booked up quickly when multiple locations are being affected, and know you mentioned availability wasn't until next week. Once you do have an appointment on the books, you can sign up for the appointment waitlist, if a sooner appointment becomes available you will receive a text, and then have 30 minutes to accept the new time, if you don't reply in time the original appointment time frame will be kept.

- waitlist:https://www.xfinity.com/support/articles/appointment-waitlist

Thank you sir for the info. Very helpful.

@sgott2017 you're welcome. With the upcoming maintenance work scheduled, I'd like to check back in with once that has been completed. If you're still experiencing issues, we can get an appointment scheduled if you already don't have one. Since I will need to gather some information to locate your account, and we don't want that in our public conversation. 

When you have time, please send a direct message: 

To send a direct message: 

Click "Sign In" if necessary

• Click the "Direct Message" icon in the upper right - it looks like a chat bubble  

• Click the "New message" (pencil and paper) icon just to the right of Conversations

• Type "Xfinity Support" in the "To:" line - do not use the Employee's name!

• Type your message in the text area near the bottom of the window

• Press Enter to send it

To expedite your request, we ask that you please include your name, the account holder name (if different), and the service address. 

@user_r8c7aq You are welcome to visit: https://www.xfinity.com/support/status?linkId=175155990 to request a credit for the time without service.