Outage in Portland

Hello there @user_j7ym6l ! Our techs and engineers are continuing to work on restoring service in the area. We appreciate your patience and apologize for the delay! You can keep an eye on updates via the XFINITY App, and our status center here : https://www.xfinity.com/support/status

When do you anticipate having an ETA?  

@user_or3jpq

We do apologize for any inconvenience, Due to severe weather in or around your area you may still experience issues with your Xfinity services. Once the area is safe, our teams will begin to repair the network to restore services as soon as possible.

We never expect you to pay for services you cannot use due service interruption therefore we have a self-service link that you can obtain a credit for the downtime once the service is back up and running just visits xfinity.com/support/status and clicks the link, Check eligibility in the Tips in case of an outage section at the bottom of the page.

 We are continuing to monitor your account. Once we have an update we will be in touch.

@user_or3jpq​ identical in 97219.  1245am supposed fix time this morning.  8am.  nothing and no new eta.

@XfinityOrlandoM​ The website states that there is no credit for weather related outages.  Is there an exception for this outage? 

@XfinityOrlandoM​ My service finally returned, Comcast is NOT offering any credits for outages in Portland because it is a result of weather. 

@user_v92lz4 We know having your services offline is both frustrating and inconvenient to deal with, so I am so glad to hear your services are back online! We greatly appreciate your patience with us while we navigated repairs, and I am hoping it stays that way for you to enjoy! We will always ensure to work with you on a credit if you report to us that your services are offline and we are the cause of it as we know it is not ideal to pay for services that are offline. However, since weather is something outside of our control, your account may not be eligible for the credit. If you already attempted to request a credit online for the interruption and were not eligible, then we would sadly be unable to provide a credit for that. While I know this is not the answer you were hoping for, our Residential Service Agreement does state that we are not liable for interruptions due to weather conditions under section 11. LIMITATION OF LIABILITY, f. Our liability for disruption of Services is limited. 

If you experience any further issues with your services, please do let us know ASAP so we can look into it for you!

Update: We did receive confirmation that credits will be applied for those impacted by the downtime! An exact timeline on this is not currently available, but an article has been made available for you to review that confirms not only are most users coming back online now, but we will offer proactive credits to customers who have experienced a prolonged service interruption due to power impacts. You can review this article here.

@user_or3jpq

When to comes to weather related issues even though you may have power our plants and nodes could still be damaged or without power , we do apologize for any inconvenience 

Good afternoon @user_6ay77m, and thank you for reaching out on our Community Forums with your service issues. We're sorry to hear that your service has been down since 1/13 and as someone who works remotely, I completely understand your frustrations and where you are coming from. We'd be happy to look at the interruption affecting your area and see what information we can share and if there is an ETA yet. To get started, can you please send us a Direct Message with your first and last name along with the service address on the account? To send a "Direct Message" ("Private") message:

Click "Sign In" if necessary

• Click the "Direct Message chat" 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

Looks like those of us without internet still might be able to get a credit (link below). To be safe I saved out the article as a PDF for reference, in case the credit doesn't show on our next bill. 

"We know service interruptions can be disruptive, and we will offer proactive credits to customers who have experienced a prolonged service interruption following power restoration."

https://oregon.comcast.com/2024/01/24/approximately-95-of-comcast-network-restored-following-last-weeks-power-outages/

The customer service person I chatted with earlier today confirmed it's a damaged node leg in our area, but there was still no ETA on when it would be repaired. I will update again if I get any more information.

The latest update we have here does not show an estimated time of the service to be restored @user_or3jpq. The issue looks to be related to a damaged node, the crews are still investigating the extent of the damage and proper resolution. 

Yikes. Still investigating?

I hope, but have little faith, that Comcast will do some soul searching after this. The rates we pay have clearly not gone to maintenance.

This is not the feeling we want for anyone, @user_5bchba. We very much appreciate your continued patience as our crews work to make repairs following last week's power interruption. Please know  Comcast Service Restoration is underway and we apologize for any inconvenience this may have caused. I recommend bookmarking this page for more details and updates. 
- XfinityThomasA