Visitor
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1 Message
Outage in my area
I live in Northwest Indiana, where storms and tornadoes left the entire region without power and internet for the last full week. A tree branch even fell onto some of the power lines (including my internet line), though it seems that the lines have not been disconnected. Gratefully, we have power, but not yet internet. Here is my gripe:
As of yesterday (august 17), Xfinity has sent me THREE messages that service at my address has been restored and that my wifi should be up and running. It isn’t. When I report that I am still experiencing internet issue, the automated reply says that an outage has been reported in my area and that technicians are working to restore power. So why are they sending me the messages that service has been restored when technicians are still working?? I can’t even get in contact with a human representative and the ai support only asks me yes or no questions before hanging up on me. What if I do need to report that a tree branch fell on my line? Xfinity is making this impossible.
I understand that there are probably thousands of homes in my area that are experiencing the same struggle, and I appreciate all xfinity employees who are working hard to resolve the issues, but it is frustrating to be pulled back and forth.
XfinitySean
Official Employee
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875 Messages
4 minutes ago
Hi user_a6jdvt, thanks for reaching out here on the forums! I'm truly sorry that your area and services got hit with severe storms, and I hope you and your loved ones are doing okay otherwise!
In situations where our infrastructure takes a massive hit, we'll typically have several jobs open in the area to restore services, and once a job is completed, an automated message goes out to inform customers that the service should be up and running. If damage to an area is severe enough, these reports may go out before the techs in the area realize that there's another issue further down the line. The best analogy I can think of is they're essentially plugging leaks in a boat, and once they believe they're done, they find the water is still rising.
On the topic of a branch falling on a line, or any instance when a line becomes damaged or downed completely, our team would be more than happy to help with submitting a report. Does that line you mentioned was hit by a branch need to be secured, or is it still attached from what you can see?
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