Outages in Houston

@XfinityJeniece​ Thank you for illustrating my point. I'm sorry that you have to field these inquiries. There is no information available other than "as soon as possible", and "outage detected". No specifics. Everyone is sick of it, and it's not your fault. Blame the higher ups/shareholders who are (frankly) sitting on our hard earned money and not delivering while the CSRs have to face public scrutiny every single day. I've been there. 

I really hope that obtaining credit for our outages won't be as daunting as I'm dreading it to be. Either way, I'll be switching to another provider after this.A lot of people work from home now, and in 2024, it shouldn't be so hard to keep wifi access after a Cat. 1 storm. I remember having internet access throughout Harvey. Surely, we've progressed since then.

@user_53oipv We definitely understand the frustration and can absolutely provide your feedback to the proper channels. This link will provide you the most up to date information regarding the service interruptions and other helpful information. We truly appreciate your patience while our technicians work to restore services as quickly and safely as they can.

This also isn't helpful. 

Xfinity is anything but transparent. Last up was at 130 pm yesterday. A week is absolutely horrible. This was a weak storm. This freaking city is a complete failure of infrastructure. No texts on updates nothing. I hope everyone cancels their subscription.

Hello, @ZachS712. We would hate to lose you as a customer. I'd be more than happy to review your account to see what's causing your service to be interrupted. Please send a direct message by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section.

@user_72peo2 - Thank you for leaving a comment with your shared concerns. I'm sorry there haven't been any updates yet. We really do our best to communicate what we can as soon as there's something available to share! I've experienced cases where an ETR was available, and when that is the case, we gladly provide those details. Not having one right now means we must not know yet how long this restoration is going to take, but I assure you we're working on it! We're sorry to hear how this makes you feel, and I promise that I personally do care for your situation. If I had more, I'd let you know! Thanks for taking the time to provide your feedback, though. It's important to us that we improve the customer experience where possible, and I appreciate your thoughts. Please don't hesitate to create your own public post if any other questions or concerns arise, and our Digital Care Team will always do whatever it can to support you and your household.

@user_lpsc1o​ same here. Had internet all day on Monday. Woke up to no service on Tuesday and haven’t had it since. No answers.

Hi, user_iks4i7! I apologize that your service has been offline! We are continuing to work around the clock to get everything fixed. The Xfinity app and Status Center will be updated with an estimated time of restoral when possible. We work alongside city utilities so sometimes there are too many moving pieces to be able to provide an accurate estimate. We are updating the Comcast Texas page with information on our progress and other helpful information such as finding an Xfinity WiFi hotspot to connect to. 

@user_lpsc1o​ Same here! We had internet during the storm. I got o work from Wednesday to yesterday morning to make up my hours and then the internet at 10 am and is still out! This is ridiculous!

Hi there, Nethugo_HTX. I apologize that there have not been any updates yet. We share as many details as we can as soon as they are available. We are working around the clock to get everyone back up and running. Our Comcast Texas page is providing daily updates surrounding the work being done as well as other information. The Status Center and Xfinity app will also reflect an estimated time of when your service will be restored when we are able to provide that.

When you see an as soon as possible message it is because there are too many ongoing factors to be able to provide an accurate estimate. Sometimes, as more work is completed, and it gets closer to the time your service will come online, you will see the app or website update with an estimated time. We appreciate your feedback! It's important to us that we improve and always look at how things went, how they could go better, and prevention. 

It’s amazing how so many words can be said with how little information is presented in the same wall of text. You’re telling me this guy is PAID for this. Wild. 

@XfinityRay​ 

I wish you all would stop apologizing, it's so annoying. Just do something about this problem. Houston has to do better preparation for these horrific storms. If you weren't prepared for this Cat1 you will not be ready for the next. We are just getting started and if this is what service is going to be like for the future, I too might have to seek out another provider 

Getting your services restored is important to us @user_1r9yc2. Power interruptions in the area account for most internet service interruptions, but we know there is damage to telecommunication lines, which crews are actively fixing right now. To keep updated on this, we have a dedicated site here.

Thanks for reaching out. Services may be out in your area due to a number of reasons, including but not limited to weather, power interruptions or other outside factors. When a service loss is declared in an area, our teams are notified and will work as quickly and safely as possible to ensure everyone is back up and running. We offer convenient self-service options to check service interruptions through My Account, the Xfinity App, or the Xfinity Status Center at http://www.xfinity.com/support/status. This is where you would get the most up-to-date information including ETAs. This is the same information all representatives have as well. Credits are applied once the service loss in the area is cleared.

@XfinityKrista​ I appreciate your response, but again, none of this is helpful. That link does not provide any information for me. The info I receive is listed below and it's the basic and generic response. 

"Channel(s), DVR, X1 TV, Internet outage detected

You may be experiencing issues with your Xfinity services due to severe weather in or around your area. Once the area is safe, our teams will begin to repair the network to restore services as soon as possible. Stay safe and we appreciate your understanding."

That's the message that I've seen for days with no actual update. No details about outside factors or that someone is working on the issues....it's just "hey, you internet is out". Can we please get more details on the issue and the ETA? Something?!?! I know you don't fix the issues but we are begging for more info. Can you please get more info for us beyond the generic response? I'm begging for this. Please. I have power. There were no trees that fell over. What is Xfinity doing? 

@Tiredofthisnonsense I understand this can be inconvenient, and we thank you for your patience. I'd be happy to check your account to see if it shows an estimated time for the services to be restored. 

To access your account, will you please send us a direct message with your full name and complete service address.

To do so, click on the chat icon located at the top right of this forums page.

Here's the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "Direct Message” icon (upper right corner of this page)

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list

• Type your message in the text area near the bottom of the window

• Press Enter to send your message

Also, the AI bot is useless. I just randomly clicked on report an outage thinking that I would somehow get an ETA on a fix and the bot said:

"Everything looks good on our end, it looks like there are no reported outages in your area. Would you like to report an outage? We'll send you a text message with any status updates."

Seriously? I give up lol

@Tiredofthisnonsense I'd be happy to check into this further for you. Feel free to send a direct message with your account information, and we can see if our system shows updated information. 

@user_lo594v​ I did not know TMobile offer internet. Thank you for sharing.

i had internet 2 days after my power was restored and now the past two days ive been without internet. it doesnt make sense

Thank you for reaching out to us @user_f97l3u! Most of the interruptions have been caused by power interruptions. If your power is restored, the location where our network equipment is in the area may still be without power. Occasionally, power companies need to finish their work before we can begin our work. Once the local power companies have completed their repairs and the area is safe, our teams will begin to repair the network to restore services as soon as possible. While repairs are done, your services may go offline until the repairs are completed. 

Do you have a ETA on that or no Aldrik? 

We have a dedicated site with live updates here @user_f97l3u.

We can certainly check if there is an estimate for your address, could you please send our team a direct message with your full name and full address? To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary
Click the "Direct Messaging" icon or  https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
 - As you are typing a drop-down list appears. Select "Xfinity Support" from that list
 - An "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it.

@user_mh8ng0​ 

We had internet for 5 days after the power was restored. But suddenly, poof, gone.  They cannot blame their inadequacy on power outage. 

Hi there, @user_1r9yc2 ! Thank you so much for reaching your Digital Care team. I appreciate your patience while you waited to connect with me. I'm very sorry for the inconvenience you are experiencing with the service interruption that is impacting your services, I know how frustrating this experience is for you. Please be assured you reached the right person to assist you. Can you please DM me your first and last name, along with your full service address so that I can assist you further.-Richard

To send a direct message [private message]:

•   Click "Sign In" if necessary
•   Click the "Direct Message" icon
•   Click the "New message" (pencil and paper) icon
•   The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
•   - As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
•   - An "Xfinity Support" graphic replaces the "To:" line.
•   Type your message in the text area near the bottom of the window
•   Press Enter to send it