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user_db647c
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1 Message

Wednesday, January 24th, 2024 10:46 PM

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Outage in vancouver WA 98683

What first started as intermittent issues on Monday 1/22 and Tuesday 1/23 has turn into full outage for entire day in Vacouver WA 98683.   On Monday and Tuesday I got caught in a loop with a chatbot, can't get an appointment as it tells me I have an appointment.  But when I check appointments it says I have none.  The agents aren't any better telling me there's just "blip" to telling me they've scheduled an appointment.   Today 1/24 is full outage since I got up at 5am.   I requested text updates but have received none.   The internet is a mess and so is their app.     I work from home so this is impactful. 

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5 months ago

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EG

Expert

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107.1K Messages

10 months ago

Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.

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XfinityAlyssaA

Official Employee

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1.7K Messages

10 months ago

Good evening @user_db647c, and thank you for reaching out on our Community Forums. We're sorry to hear about your service and appointment issues. We'd be happy to look further into your internet concerns and take a look at your account to see if you do in fact have an appointment or not. If not, we'll be happy to troubleshoot and schedule an appointment if needed. 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

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user_9ecwyk

1 Message

10 months ago

my internet and TV has been out all day. Can't get a live person to talk to.  Time to cut the cord.....

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XfinityThomasC

Official Employee

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2K Messages

Hello, @user_9ecwyk

Thank you for reaching out to the community forum for assistance with your services. Please let us know if you are in the same area and have already checked https://www.xfinity.com/support/status for an active service interruption in your area. If there is not an active service interruption inform us of the steps you've taken to troubleshoot the issue so far. 

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

user_x46mwz

1 Message

10 months ago

It has been over 24 hours and xfinity refuses to give any info on what is going on or when service will be restored.  Yesterday morning it showed that the outage had been reported at 3:30 a.m. with an expected restoration time of 11 a.m.  I've called and the bot says I won't be allowed to speak to an actual person until the outage is fixed. That makes no sense. I am a remote employee and lost an entire day of work yesterday due to this. I cannot afford to lose today as well.  My manager who lives in another state said where he lives, the law requires more transparency about why there is the outage. I need to be able to get online and work today. 

(edited)

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user_udwqwp

1 Message

8 months ago

If I have to deal with one more outage, I'm discontinuing the service. This is absolutely unacceptable. 

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XfinityDena

Official Employee

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2.5K Messages

@user_udwqwp Thanks for reaching out. Services may be out in your area due to a number of reasons, including but not limited to weather, power interruptions or other outside factors. When a service loss is declared in an area, our teams are notified and will work as quickly and safely as possible to ensure everyone is back up and running. We offer convenient self-service options to check service interruptions through My Account, the Xfinity App, or the Xfinity Status Center at http://www.xfinity.com/support/status. This is where you would get the most up to date information including ETAs. This is the same information all representatives have as well. Credits are applied once the service loss in the area is cleared. Once fully resolved, there is a way to request a credit online, and we will check to see if you are eligible! Visit the link: https://www.xfinity.com/support/account-management/credits/outage/details?client_id=helpandsupport&continue=https://www.xfinity.com/support/status&linkId=149261291. 

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

8 months ago

0

user_0pfrfh

1 Message

6 months ago

Outage is now in 98686

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user_xg3lmq

2 Messages

I've had an very outage of at least 2 hour every afternoon in 98683 starting on 6/5/24.

5 months ago

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XfinityShawn

Official Employee

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1K Messages

 

user_xg3lmq Have you checked the Xfinity app or website? Those would be the best places to check as we can see those same updates on our end. You can even sign up to be notified by text once the interruption has been resolved. 

 

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

5 months ago

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