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JackKelly1
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New Poster

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2 Messages

Mon, Oct 12, 2020 6:00 PM

Outage reported but no crews in the area fixing it

Twice today the time predicted for the outage to be fixed was pushed back. Are these generic times that people just guess hoping things will be fixed by then, or is there actually communication going in between the crews and customer service? I suspect the former. Great communication and transparency xfinty, you guys never cease to amaze me at how difficult you make every encounter.

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CCAndrew

Diamond Problem Solver

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25.9K Messages

7 m ago

4 hours length is generally the norm. That outage time is just an estimate without any knowledge about what repairs are necessary. It could be a piece of equipment, it could’ve been a car taking out a pole or pedestal, could be taking time to figure out something difficult, could be the amount of time it’s going to
take a tech to dig something up if necessary, anything really could be the cause. Patience is key and I’m sure the maintenance team working on it appreciates it
JackKelly1

New Poster

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2 Messages

7 m ago

What maintenance team? I wouldn't have made this post if I saw any form of work being done, or received any reliable communication on the matter.
CCAndrew

Diamond Problem Solver

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25.9K Messages

7 m ago

It doesn’t mean the work is being done in your front yard, they could be anywhere. Keep track using the my account app.

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