Outage!

This response is an insult to your customers. First of all, please let me point out that the ABYSMAL service xfinity is providing now is the complete opposite of the exceptional service promised. By now, you know well that the status center is useless. No helpful information there, other than an outage map that never updates—presuming you can even load the page without internet. The only info I find on my account is there is an outage that will be fixed "as soon as possible." Not helpful. Actually, it's infuriating. I have not received a single text update, nor am I able to get through on ANY xfinity customer service phone number at this point. I'd ask for updates through this forum, but I really can't tolerate more dismissive, useless responses, and I'm sure that's all we'll get from xfinity. 

I am sorry you feel this way. At this time we do not have an ETA for resolution. You can always go to Comcast Texas and see any updates that have been provided by the local team.

Also keep in mind that Comcast has opened up all operational Xfinity WiFi hotspots in the Houston area, free of charge, to all residents. To find the nearest Xfinity WiFi hotspot click here, enter your zip code and zoom in to your street level to see the available WiFi hotspots.

@user_mo1kis​ these are AI chat bots responding, not even a real person so even more infuriating! 

@user_53oipv Hi. Thank you for reaching out and sharing your expereince with us on our Xfinity Forums. I'm extremely sorry that we have not been able to provide better updates on the service interruptions that we have. Especially when severe weather hits areas, I know it's vital to have services to stay connected. Our teams are dispatched and working around the clock to help restore our homes hit by hurricane Beryl. 

This answer, and the recommendation to check the status center, is not helpful at all. Of course, we have been doing these things already. The system has failed.

But I think most customers understand that the xfinity reps responding to these messages are not to blame for the incompetence and disinterest of company "leadership." These "leaders" are responsible for what seems to be a collapse of the local xfinity infrastructure. Their policies and decisions (budgeting, manpower, resource allotment) are why we have heard nothing and can't access a human being on the phone. These "leaders" are paid to predict, prepare for, and mitigate this kind of disaster. Communicate with customers. Fail. To that end, I doubt many xfinity agents have received the guidance needed to provide a meaningful response. In fact, they may not know much more than the customers. 

This mess is on the "leaders" who have remained silent, who have failed to manage this situation, who did not to prepare for—or proactively respond to—a totally foreseeable event like, you know, a hurricane in Houston. It's unacceptable that we have received NO updates, not a word of concern, or ANY useful information about what actually is happening. If there is clear, honest, and timely communication, most customers can tolerate an outage. On the other hand, platitudes, cliches, gaslighting and being ignored don't cut it. All we've gotten so far is an outage map that never updates and a phone bot (if you can get through) that says the outage will be resolved "as soon as possible" and then hangs up. It's bad business, and poor community partnership.

Here's the link to Comcast "leadership." I encourage the agents fielding our questions to forward them to their supervisors and decision-makers who actually can address them. I also suggest that xfinity prepare a package to compensate those impacted by this fiasco. Two or three months of free service, for example. Empty apologies will only make it worse. https://corporate.comcast.com/company/leadership