Visitor
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1 Message
Outage
My partner and I have had a few hiccups with the internet the past few days. Now today the internet has been down nearly 12 hours for an “outage”. I have no way of contacting an agent about a estimate for when the outage will be fixed and I don’t know whether to believe the outage map or not since it’s been this long for a possible solution. I would like to know when the outage would be fixed and who I can contact. The Xfinity Assistant is not helping with the issue and frustration we have here.
flatlander3
Problem Solver
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1.5K Messages
2 years ago
From what I've seen across locations in 3 states, xfinity and other comcast banner companies do not have the capability to predict outage restore times, or inform customers of planned outages. The outage map isn't very helpful or accurate either.
When a storm ripped up a bunch of infrastructure at one of my locations, people complained about that a lot. Then before every snowfall after that, even minor ones, you'd get a spam text message telling you the cable was out and was being repaired, when it wasn't. Cute, but not helpful.
A lot of people use their rental gateway. It broadcasts a couple of SSIDs for their public hotspots. XFINITY and xfinitywifi. If your cable is out, move around a bit in the neighborhood and see if your phone can see any of these WiFi hotspots being broadcast. Try to connect to one and pull up a web site. If it stalls for a long time, at least then you'll know if it's just your place, or a larger problem.
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EG
Expert
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110K Messages
2 years 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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CCValerie
Official Employee
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974 Messages
2 years ago
Hi there, @user_a81978, thank you for taking the time to reach out to us through our Xfinity Forums. I am sad to hear of your experience. I do see you have already sent over a direct message and I will be responding to you there shortly to continue assisting.
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