Outage since 10am 6/19/22

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

@user_64b394

There are several factors that go into why services may be interrupted in an area--power losses, weather, accidents in the area, human error, etc. In my tenure here I've seen service losses from something like a squirrel chewing through a line, a utility pole catching fire, a semi-truck tearing a wire down, car crashes, people shooting off fireworks into transponders, systems being overloaded from use, city construction severing underground fiber, devices failing to secure a registration state--the list goes on.

We work hard to minimize service losses, and when they are detected restore services as soon as possible, though in some cases factors beyond our control can cause delays. I marked my colleagues answer as the best response as they included information where to check for service losses, as well as sign-up for text alerts whenever one is detected.

As we're not in the field itself, we often do not know the direct cause of the service loss when one occurs, it can take some time for the field teams to diagnose, investigate and confirm an area wide-service loss, especially if the cause is in a remote area. Back in 2019 a fiber backbone, which provides service to several ISP's (Internet Service Porivders), was damaged due to an earthquake and the backbone was about an hour or so drive out into the desert. Fiber is also very delicate to repair, so that one was an example of a more extreme and extended service loss.

I hope this helps answer any questions about when and why service losses occur. Being in the Northeast myself, I'm unfortunately no stranger to ice coating and pulling down on the lines in the winters here. More often than not, ISP's get lowest priority to service restoration as utilities such as power, water and other emergency services take priority over us.

The account page offered only generics.  "We are aware that there's a disruption of service in your area.(1001-2500) " Total outage time 10 1/2 hours. What I/We deserve was a real answer.  The service was interrupted because..........whether the answer would have been upgrades, accidentally downed, whatever,  just something more than the generics.  I spent a considerable amount of time trying to figure out why my service was out. Not even your customer service team was aware. We were setting up a service appointment for my house. Service this company is a technology company I would hope for a better reporting experience 

I want to know why or service has been out all day.   I have work commitments,  yet no answers or communications from xfinity,  I need answers,  now