Outage in Houston

Hello, we had our power restored on Sunday and have not yet had internet service restored. On Tuesday night I called the 1800 number and got an ETA of 9:20PM that night but we still do not have internet service (calling now only gives the ETA as "as soon as possible").

Would it be possible to let me know when internet service is expected to be restored? Or at least what is causing the delay?

Thank you.

Responses

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user_ypz4zz

2 Messages

10 months ago

I would love to know by when will they be restoring it! It is fustrating nit knowing when, I start working from home on Monday and I rely on the internet

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XfinityJeniece

Official Employee

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3K Messages

Hey there, user_ypz4zz, thanks for reaching out through Xfinity Forums. I know how important it is to stay connected as I rely on my connections for work too. You can get the latest information regarding the service interruption at, https://texas.comcast.com/alerts/. We are working to get you up and running as soon as possible. We appreciate your continued patience.

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10 months ago

U

user_leptbb

2 Messages

10 months ago

Still no service after 5 days. Zero updates as well ! AT&T coming Monday to switch us. [Edited: "Solicitation"].

(edited)

5

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user_ypz4zz

2 Messages

I was thinking on switching to AT&T as well! I will look forward to them !

10 months ago

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XfinityKrista

Official Employee

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1.5K Messages

Hello @user_leptbb, thank you for taking the time to reach out on social media. I understand your concern with the service interruption, and I'd like the opportunity to check into that for you.

To access your account, will you please send us a direct message with your full name and complete service address.

To do so, click on the chat icon located at the top right of this forums page.

Here's the detailed steps to direct message us:

Click "Sign In" if necessary
Click the "Direct Message” icon (upper right corner of this page)
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
Type your message in the text area near the bottom of the window
Press Enter to send your message

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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10 months ago

0

U

user_e6defe

Visitor

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1 Message

@user_leptbb I am absolutely with you and am a 25 year Comcast Customer. Their update site is a joke. Reference to repairs starting when “their crews are safe” while the malls are full, traffic robust, and only damage in our part of Houston are some limbs down. How about the safety of my family who can’t communicate on overwhelmed cell towers, downed internet, and is resorting to AM radio for news updates with no cable?? For 5 days. And we never lost power. And for 5 days I’ve checked update site and am told “as soon as possible” on repairs.

talk to a person for updates? Good luck. Indicate you are canceling service “we’ll have a representative right with you!!!”

For shame Comcast. Hire some college graduates to Manage your crisis management team up in Philly HQ. My teenagers could do better than this.

10 months ago

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user_leptbb

2 Messages

@user_ypz4zz they were so professional and helpful AND we are saving $120 a month by switching for internet and DirectTV. Our equipment has been delivered and technician is arriving Monday at 8 am. Several friends did the same and had a great experience as well. Xfinity has been AWFUL. I’ve only ever had Comcast but this is untenable. I’ve seen zero trucks, zero updates!

10 months ago

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XfinityKrista

Official Employee

•

1.5K Messages

We'd be happy to check the status of the interruption for you.

To access your account, will you please send us a direct message with your full name and complete service address.

To do so, click on the chat icon located at the top right of this forums page.

Here's the detailed steps to direct message us:

Click "Sign In" if necessary
Click the "Direct Message” icon (upper right corner of this page)
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
Type your message in the text area near the bottom of the window
Press Enter to send your message

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

10 months ago

0

U

user_vn81lv

1 Message

10 months ago

We Have power and still no Xfinity! Cannot get a life person! [Edited: "Language"] Service is awful!

(edited)

0

U

user_mqrhmu

1 Message

10 months ago

We had internet and cable all day Monday thru the hurricane and into the night. Then wake up Tuesday and no internet or cable. That’s weird. Still nothing and it is Saturday.

1

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XfinityRoberto

Official Employee

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1.7K Messages

Hi there @user_mqrhmu. I am sorry to hear that you have not had services since Sunday. You are in the right place and we are happy to assist you today. Right now the latest update is from July 12, 2024, 7 p.m. SERVICE RESTORATION UPDATE: Xfinity and Comcast Business service restoration will continue throughout the weekend, as our crews work around the clock to get customers back online. Power outages account for most of the internet service interruptions. You may know your home needs power for the internet to work, but there are many other points in the network that are also power dependent. You can find updates by the local team by going to Comcast Texas.

Not only that, but you can also take advantage of our Xfinity Wifi Hotspots. Comcast has opened all operational Xfinity WiFi hotspots in the Houston area, free of charge, to all residents. To find the nearest Xfinity WiFi hotspot click here, enter your zip code and zoom in to your street level to see the available WiFi hotspots.

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10 months ago

0

U

user_bncuxr

1 Message

10 months ago

This is unacceptable. My service has been out since Sunday. [Edited: "Inflammatory"]. I telework 90 % of the time.[Edited: "Inflammatory"]

(edited)

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XfinityThomasA

Official Employee

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2.3K Messages

user_bncuxr - Thank you for your feedback and patience during this time. Apologies for any inconvenience this may have caused. The Xfinity WiFi hotspots are open to all and our crews are working hard to restore services as quickly as possible.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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10 months ago

0

U

user_d4q054

1 Message

9 months ago

I am in the Houston, Tx area and my service has been down for about 3 days now. I get the same thing in response to when xfinity is supposed to send out technicians to fix our neighborhood’s internet service ….“as soon as possible”. I called in to xfinity and the representatives all tell me the outage is due to severe weather conditions but strangely right after the storm I never had any disconnection problems. it’s been a week since the actual storm hit Houston and our power was restored 2 days after it hit, so it’s been about a week and some change since the storm actually hit. Our internet was working fine after the storm for about 4 or 5 days and then all of a sudden it went out without warning. There was no storm or any following weather conditions as to why this could have occurred but strangely the reason they give for our xfinity service has went out is deem due to severe weather conditions. Since the storm it’s been clear skies and sunny days. Oddly enough they aren’t sending out technicians until it’s been deemed safe, but it gets no safer. I work remote and am also a business owner that uses xfinity to manage projects, this has been a major inconvenience. My heart goes out to the people who live paycheck to paycheck. They are telling people anything I feel because earlier today I received a text telling me my service was restored but upon me checking nothing was changed in my service status. On the other hand I’ve been escalated this to other departments when I call in and these technicians told me they have sent out field technicians and my internet should be fixed by 8:30pm July 15th 2024, but they have yet to do so and it’s 11:33pm. I have been promised things that they have not stood up to and this makes no sense to blame this on a storm that happened a week ago. I’m thinking of making a change in internet service providers due to the unsatisfactory service and attempts to rectify this circumstance.

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user_qwu3ms

2 Messages

9 months ago

I keep seeing mention of these hot spots, but there isn't one close enough to my home......... this is not a solution for the 11 days I have been without service. I have not been able to speak to anyone from Xfinity, nor has any communication been sent out to give us an idea of what is happening and how much longer this will take. Keeping people informed goes a long way in customer service. I am beyond frustrated!!!!!!!

1

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U

user_i4979j

6 Messages

They barely work anyway. I'm connected to a hotspot and it's less than 1mb download and disconnects frequently.

9 months ago

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user_040r5q

1 Message

9 months ago

Worst service ever. I’m a premium customer for nothing. Just to pay more for poor service.
I have internet, tv and security services with xfinity. Cannot get a straight answer on the cause or ETA for resolution.
Not acceptable when a technician came and did not know what the issue was with the area or neighborhood.
Definitely time to move on to another company.
Xfinity you should be ready to credit your fees for all this time since 7.08 and ongoing.
MS

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Customer Service

user_1vw5mu

Outage in Houston

user_ypz4zz

XfinityJeniece

user_leptbb

user_ypz4zz

XfinityKrista

user_e6defe

user_leptbb

XfinityKrista

user_vn81lv

user_mqrhmu

XfinityRoberto

user_bncuxr

XfinityThomasA

user_d4q054

user_qwu3ms

user_i4979j

user_040r5q

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