Outages in Houston

I had the same problem with Comcast, but I quickly solved it. I ordered T Mobile wireless internet. It is the same price, same speed and stays on all the time even during and after the hurricane. I happened to have TMobile cell phones because they have the most bars versus other cell phone providers in my area. I also had a cell signal booster (antena on the roof and a receiver inside the house). I have excellent cell phone and internet throughout the house all the time.

@user_zaadvs I rely on my service everyday and it is frustrating when we experiencing ongoing issues. It only adds to the frustation when we feel "left in the dark" without any updates. 

Our communities design protocols to offer guidance when dealing with the aftermath of a storm in order to recover to normal working order in the most efficient way possible. If power and utilities are affected, the first priority is restoring residential homes. Once residential homes are reconnected, utility companies can address issues with commercial buildings (including our plants that deliver service to customers).

When our plants are without power, our technicians can fix physical issues that are noticeable to the eye, (assuming they were not personally affected by the storm and are able to work) but we cannot check signals until power is restored. Once power is restored, we can begin investigating the scope of damage, troubleshooting, pinpointing the source of the issue, and working on a resolution.

During the initial stages, we are uncertain about the timeframe of resolution because we are working to investigate and identify what needs to be done. Our technicians update the status page with what they know, and as soon as they know more, they update the information. This ensures they can dedicate their time to resolving the issue as quickly as possible. 

It's tough to wait for service to be fixed when you don't have a resolution time to look forward to.

Our technicians are professionally trained and I can assure you they are doing everything in their power to implement a fix so you can get back to enjoying your Xfinity services. I appreciate your patience as we work towards a resolution.

@XfinityEmilyB​ 

Thank you for your reply. You do understand that it is contradictory what you are sharing. If there is an issue with power then why is it that and I cant believe I'm quoting them, why is it that Center points map says there is power. or either one you do not know what the other is doing or your end never bothered to check that power was restored. Therefore based on your response, your technicians should be hard at work. yet there is still no signal where there is power. That does not add up. 

Furthermore, I am in an area that luckily was restored and that your so called text messages confirmed services were restored. Giving some credence to what you are saying, only to lose signal all over and be without services for days now.  Therefore again, one you does not know what they are sharing. 

@user_zaadvs You bring up good points and I understand where you're coming from. I wanted to describe the general process of handling service issues after storm damage and why you may not see resolution timeframes that are set in stone. The best place to get the most up to date information on service restoral is our Xfinity status center. This site will be updated at the same time our technicians send updates to our internal employees. You can also use that link to get a credit for the time you could not use the service. I'm so sorry for the extended time without service and I want this to be resolved ASAP. 

@XfinityEmilyB​ 

I appreciate your understanding but would prefer a resolution instead. Please know that I know people have feelings so please do not take this personally. But to illustrate the uselessness of the response from your company. I used the link you provided in good faith and here is a screenshot of where that link takes me. I kid you not.  

@user_zaadvs Thank you for pointing that out and I appreciate you trying to use it for updates. There may have been an issue with the hyperlink. Does this link work when you click it? https://www.xfinity.com/support/status

@user_f97l3u​ 

WOW you have had 15 minutes 

It's been a week today for me and I still have nothing 

This is utterly ridiculous 

They're using this as free downtime to upgrade their network(as they've been doing all year) at the expense of their customers. Google search shows a ton more of these posts in the last several days, but when you click them you get a 404 not found. These are suppose to stay publicly visible for the sake of knowledge. Very fishy. They're hiding something and are calling all of us idiots basically. [Edited: "Solicitation"] . Click2Houston is suppose to reach out to me by tomorrow. [Edited: "Solicitation"]. The more the merrier.

@user_fvm8cl​ 

There is nothing fishy going on, no conspiracy at all.  We have guidelines that have to be followed here and if a post doesn't follow them, it gets removed to a secure area.  And no, we're not calling anyone idiots.  And please, don't forget, there are people on the other side of these screens doing the best we can to help.  Houston has been hit several times in the last couple of months and nodes and head ends that were damaged and being fixed were damaged again by Beryl.  It's the nature of the coastal area.  I can guarantee you Comcast wants to get everything repaired as quickly as possible.  Electricity to everyones homes is the biggest priorities and Comcast has to wait until that is accomplished.  Removing debris from lines is ongoing and repairing the rest of the infrastructure takes time.  They can't always give a time frame because it always depends on others.

So, please, have patience, and remember that everyone is doing they best they can as quickly as they can to restore service.

Good afternoon and happy Sunday @user_q1m2h5, we appreciate you reaching out on our Community Forums and are sorry to hear that you are still without WiFi or Internet in League City. We apologize for any inconvenience while our dedicated local teams work to repair services affected by the storm. Please keep in mind that while power may be restored to your home, power must also be restored to the local Xfinity network/facility serving your neighborhood before our technicians can begin any necessary work to restore service, including repairing downed cable lines. We apologize for any delays and assure you our teams are working to get you back online as soon as possible. 

You can also track updates directly on our website here https://texas.comcast.com/alerts/ or at our status center by signing in here https://www.xfinity.com/support/status. We appreciate your patience and hope to see your services restored soon. Please let us know if you have any additional questions our team can help with. 

@user_898e7d​ 

NO NOT AT ALL NO TRUCKS, NO CREW, NO SERVICE.

Constant lies. I just want service.

But I'm glad to know it's not just in my area, that it's all over the city. More understandable to know that Houston and the surrounding areas are without service as well. It doesn't make it better but to know it's not just my area thats screwed

@user_898e7d​ no I haven’t seen one truck but I seen all other providers trucks out tho, and you can trust me on that because I drive my route all around Houston and haven’t seen one, bunch of grown men telling lies to there customers absolutely disgusting human beings

In Houston around 45 gulf bank. Not one single truck. 7 days no internet nothing 

YES! Stop telling me to use hotspots when my area doesn't have internet. I CANNOT CONNECT!!! How are they this insane?

@BUTT3RFLY728​ they absolutely should get as much scrutiny as CenterPoint