Visitor
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9 Messages
Outage Map is Useless
I live in WA state. Our local power company outage map tells us when an outage happened, why, what stage the repair response is at, and when it is expected to be fixed. Comcast’s map tells none of this. It just has my address and says there’s an outage I already know that. There is literally nothing else. I can’t tell if I’m the oboy outage or there’s 10,000. No info on what is wrong or when it might be fixed. It’s now been THREE DAYS. Why have an outage map if it tells customers NOTHING? Why keep reasons and job progress some sort of secret?? Please…jobs rely on you, Comcast! Treat customers with more respect than a phony “map”. Can anyone explain this??
XfinityJamesC
Official Employee
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2.5K Messages
7 hours ago
Greetings, @mgm12! Thanks so much for taking a moment out of your busy day to leave a post on our community forum. I'm sorry to hear you're having issues in your neighborhood, but you have definitely come to the right place for assistance.
I completely understand your point about not being able to see all the details whenever there is a service interruption in a given area. This is usually because different areas are served by different nodes, so there could be a node out of commission that completely interrupts your service, or you may still have limited service from a nearby node, but your neighbor may not, or vice versa, so it can be difficult to provide blanket details that may or may not apply to every member of an impacted community. Regardless we can always take a look at our resources and let you know if we have better details to share.
If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.
To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.
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BruceW
Gold Problem Solver
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26.8K Messages
5 hours ago
The "little text box" icon is the one that leads to the Direct Message facility. Desktop and laptop computers have a "bell" icon that notifies the user of unread Forum posts, but many (most? all?) mobile devices do not have a "bell" icon -- they handle notifications in a different way. Unfortunately, employees don't seem to know that, and they continue to refer the enormous number of users of mobile devices to an icon that does not exist. It's an unfortunate and confusing waste of time for those users, but that's Comcast/Xfinity for you!
See https://forums.xfinity.com/conversations/email/cant-create-a-new-email-address/605e52b726aa974d63032d02?commentId=606107ea738c7f46a02b830e for a DM example.
Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.
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