Hi there, @e-rockrock! Thanks for reaching out to us here on the Community Forums. We know there is never a good time for service to be interrupted, but especially during busy times. Depending on the situation, there could be upgrades that necessitate work during business hours. This of course is not ideal, and we certainly avoid it if at all possible. Generally, if we do need to do it, you would get an alert about it beforehand. Did that not take place?
I’m a networking professional, I’m in charge of 100’s of thousands of instances being up across the world. You’re a residential service and the outages could be scheduled overnight in the specific time zones, when use is low. Xfinity know this, your company just doesn’t seem to care. “We’re the only game in town pretty much, and we control the utility pole commission so other providers like G-fiber can’t get in, so maybe the devil may care!”
As a consumer, this is how it feels in the seat of the pants. Soon the market will change and the poles won’t matter much anymore, you need to do better, not apologize.
I can understand your view and appreciate the feedback, @e-rockrock. To be clear, network upgrades could include physical portions of our plant that may require assistance or co-ordination with a third party, like local power for example, which may not be possible overnight or in off hours. We don't take downtime lightly, and do all we can to mitigate it as much as possible. If you would like, we can check out the status and let you know when service is expected to return. Please send a direct message to us 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. Please include your full name and complete street address.
I am an Official Xfinity Employee. Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation. Was your question answered? Please, mark a reply as the Accepted Answer.
The “upgrade” was on the pole outside my window. I watched your tech during the outage. He swapped some cables. The outage lasted while he was present and began a good hour before he was I. The bucket on the pole. This did not involve the backend from my pov. It’s irrelevant at this point as your company never explains what’s being done during an outage or what benefits it provides. It’s ok, you’ve done your job. But the execution of the “upgrade” could have been done when traffic is low on the network, not in the middle of the day inconveniencing your user base. It wasn’t. That is all you can close this thread. No reply is needed.
XfinityFrank
Official Employee
•
1.8K Messages
2 hours ago
Hi there, @e-rockrock! Thanks for reaching out to us here on the Community Forums. We know there is never a good time for service to be interrupted, but especially during busy times. Depending on the situation, there could be upgrades that necessitate work during business hours. This of course is not ideal, and we certainly avoid it if at all possible. Generally, if we do need to do it, you would get an alert about it beforehand. Did that not take place?
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