Outage in Portland

Service went out January 18th and is still out. Location is 97219 Portland OR.

Comcast/Xfinity hasn't provided an update in two days. What's the ETA? What's the cause of the outage?

Responses

XfinityJohnG

Official Employee

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1.6K Messages

1 year ago

Thank you for reaching out to us here @user_or3jpq. I know how frustrating any service interruption can be, and I will be happy to look further into that for you. Could you send me a direct message with the full name and complete address for your service?

To send a direct message [private message]:

Click the "Direct Message" icon or https://forums.xfinity.com/direct-messaging

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

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user_j7ym6l

1 Message

1 year ago

We are still without service in sw Portland (97239). Power has been back since Saturday; where is our xfinity service?

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XfinityFrank

Official Employee

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1.3K Messages

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

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

0

XfinityBillie

Official Employee

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3.3K Messages

1 year ago

@user_or3jpq I wanted to touch base with you, at this time we don't have an ETA but are continuing to monitor your account. Once we have an update we will be in touch.

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user_v92lz4

21 Messages

When do you anticipate having an ETA?

1 year ago

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XfinityAngie

Official Employee

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1.8K Messages

user_v92lz4, Thank you for reaching out to Xfinity Support. I would be happy to look into this for you. Please send us a DM with your name and full address by doing the following:

• 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

1 year ago

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user_or3jpq

8 Messages

1 year ago

Not having an ETA for an ETA four days into an outage indicates a company-wide failure. Comcast has clearly under-invested in maintenance. They're making Boeing look good.

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user_or3jpq

8 Messages

1 year ago

I received two texts yesterday saying service would be restored by 12:45 am this morning. It has not been restored. No further updates from Xfinity.

7

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user_or3jpq

8 Messages

1 year ago

It's been 12 hours since the last ETA came and went. Nothing from Comcast to explain the continued outage.

At this point, the problem is Comcast's under-investment in its network maintenance.

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XfinityOrlandoM

Official Employee

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2K Messages

@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

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Was your question answered? Please, mark a reply as the Accepted Answer. tick

1 year ago

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user_6ay77m

2 Messages

1 year ago

I'm also in 97219 and haven't had any internet service since 1/13 (11 days). There is currently no ETA on when it will be restored and attempts to communicate with Xfinity Internet have been useless. The only help I got was from Xfinity Mobile - they were able to upgrade my mobile plan so I could use continue using my hotspot after it was throttled.

I work from home and have been paying out of pocket for coworking spaces where I can get the internet speeds I need in order to do my job. This is getting expensive and unsustainable with no restoration of service in sight.

It's unfair that we are stuck with Xfinity with no other ISP options - it's like they know that and aren't doing anything to fix our service since it costs them nothing to leave it down and get it it when they can. At least give us some transparency and tell us what specifically is affecting our area when power has been restored for almost a week now and PGE has already come through and cleaned up the area.

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XfinityAlyssaA

Official Employee

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1.8K Messages

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

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

1 year ago

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user_6ay77m

2 Messages

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.

1 year ago

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user_or3jpq

8 Messages

1 year ago

Is there any information as to what the actual problem with service to 97219 is?

If you respond, please don't say anything about the weather. Any network that had been properly maintained and adequately supported would be up and running by now.

Know what the actual issue is would give some confidence that it is being addressed.

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XfinityJohnG

Official Employee

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1.6K Messages

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.

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

1 year ago

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user_or3jpq

8 Messages

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.

1 year ago

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user_5bchba

3 Messages

1 year ago

Day 12. This is starting to feel punitive.

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XfinityThomasA

Official Employee

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2.3K Messages

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

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

1 year ago

0

Customer Service

user_or3jpq

Outage in Portland

XfinityJohnG

user_j7ym6l

XfinityFrank

XfinityBillie

user_v92lz4

XfinityAngie

user_or3jpq

user_or3jpq

user_or3jpq

XfinityOrlandoM

user_6ay77m

XfinityAlyssaA

user_6ay77m

user_or3jpq

XfinityJohnG

user_or3jpq

user_5bchba

XfinityThomasA

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