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Visitor

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2 Messages

Wed, May 12, 2021 5:27 PM

Outages Daily at 33196

What in the world is happening in West Kendall? I've had my Internet drop every day for the past two weeks at the same time every afternoon. Does Xfinity think it's okay to work on performance issues and take people down without a warning everyday at the same time because that might be people's lunch time? Some of us work longer hours and through noon to 1pm. This is getting frustrating. We deserve to know what work is being done and when it's going to happen so we can plan ahead. 

Responses

Official Employee

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2.5K Messages

1 m ago

Hi there, . So sorry for the trouble. I can totally understand your frustrations, as I work from home myself. Do you use our My Account app at all to check your area to see if there is planned maintenance going on, or a declared interruption in the area? We typically try to do maintenance between 1-4 AM, as that is typically the time we have the least amount of usage/people working. When it's a planned interruption, we always try and let you know ahead of time and when it's an unexpected event, we always try to make you aware as soon as possible by declaring a service interruption. Here is a link for the Status Center, which is another way to check for interruptions in the area: https://comca.st/3obWiUF. Do you ever use either of those tools?

Visitor

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2 Messages

Why not just email your customers? You have our email addresses. Who thinks to go check daily if your Internet company is planning maintenance in your area? FPL sends out text messages and emails when they plan to have homes down for a few hours to make repairs in the area. Why can't you all give us the same professional courtesy? 

(edited)

Official Employee

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2.5K Messages

We certainly appreciate your feedback and we can definitely pass along your suggestion about sending out an email in the event of a service interruption. For now, we do have a few alternate methods to be able to locate this type of information pretty quickly and easily. Another option would be to register your phone to opt-in for text message alerts. In the event you suspect there is an interruption going on, you can text OUT to 266278 (COMCST) to receive further information, including the option to receive a text message update as soon as your Xfinity services are restored if there was an interruption. Here are some great links you can use for reference: https://comca.st/3eGQakb and https://comca.st/3eH9duB. If you're experiencing connection problems every day, there could be something else going on with your connection. If you experience an interruption that is not shown as declared using the methods I listed above, please let us know and we would be more than happy to help out and look into it. 

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