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Aprilcanetto
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Monday, February 15th, 2021 9:00 PM

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Portland area outage: no information

We have had an outage for going on 3 days. I have requested updates, I have not received anything. I get a standard response online: we are working on fixing it as soon as possible. Affecting 1-50 people. I have tried speaking with someone and the system refuses, saying nobody can help me. Check the status center. The status isn’t changing. I need more information. For example: how many people are working on this? How severe is the issue? Is this a: few days issue, a week issue? Longer? My job depends on this. There needs to be some transparency in what is happening after the outage has been going on for 3 days now. How can we get some clarification?

Question

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Updated 

3 years ago

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CCAshley1

Official Employee

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746 Messages

4 years ago

Thank you for visiting the forums! We would like to help and look into your service concern. We understand the importance of a steady connection for work and school. Please send me a private message with your full name (and the account holder's name if different from you) and the numbers associated with your service address. 

 

To send me a private message, click on my name, "ComcastAshley," and then click send a message.

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kmgreenhaw

New Poster

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1 Message

4 years ago

I'm having the same issue. Outage in Overlook Portland, OR. All day now with no Internet and no updates on a fix from Comcast. Can you please provide an estimate on when it will be fixed? My job is also dependent on Internet connectivity. Thanks.

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Dtherrattil

New Poster

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1 Message

4 years ago

Ashley, I'm still awaiting information about the outage in Portland. My roommate and I depend on a remote connection for work and need to have access for working at home. Any update would be appreciated, as there has been no update whatsoever from Xfinity 

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XfinityAlyssaA

Official Employee

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1.7K Messages

4 years ago

Good morning @kromatic, I completely understand your frustrations and where you are coming from. I apologize for any inconvenience caused by the service interruption affecting your area. You can track the status of the interruption from our 'My Account' app or by checking our website here https://comca.st/2N9zaYV.

 

 

 

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kromatic

New Poster

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2 Messages

4 years ago

Hello,

I am similarly frustrated by the lack of communication regarding the outage. CenturyLink, for example, does not seem to be experiencing the same issues as Xfinity. Why should I continue to be an Xfinity customer when you cannot at the very least inform me about the status of the outage and how soon it is expected to be fixed?

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Ampreci

New Poster

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1 Message

4 years ago

Ashley, there is no button to send you a private message. Outage affecting Lake Oswego, OR area as well. Many of us depend on internet for work now.

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XfinityJamesC

Official Employee

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1.7K Messages

4 years ago

Greetings, @hfdanberg! I can look into your concerns about the service in your area. If you could send me a private message with your full name, and the name listed on the account (if different), I'd be more than happy to look into this for you.

To send a Private Message, please click on my name (ComcastJamesH) and select “Send a message”.

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hfdanberg

Frequent Visitor

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11 Messages

4 years ago

I am in SW Portland. Service was out as of 2/15 morning.  If it wasn't for my Verizon cell phone I would not have a telephone or some internet access. WHEN WILL SERVICE BE RESTORED?

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CCMacey

Gold Problem Solver

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541 Messages

4 years ago

@Ampreci, I apologize for any confusion on how to send a private message! To send me a Private Message, please click my name “ComcastMacey” and click where it says “Send a message” in the dropdown menu. We can help from there!

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CeltsinKilts

New Poster

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2 Messages

4 years ago

There isn’t an icon or option to send you a private message. I also live in the overlook area and have an internet outage. I’ve signed up for text updates 24 hours ago and have not received a single one. Anytime I try to reach a human in the phone tree it hangs up on me when it realizes I have an internet outage. The outage map is of zero use because it only shows my specific address and states the outage affects 1-50 people. It has no other information. I need the internet for work as well and need an estimate on when it will be restored at the very least.

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ThisisMax

New Poster

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1 Message

4 years ago

So the private message does not work and I can't get a hold of anyone over the phone. Yes I probably have outage but it could be days to get any resolve. This forum is the closest I've gotten to actually getting any solid information. Thanks I guess.

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XfinityBillie

Official Employee

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2.8K Messages

4 years ago

To send us a private message you would just want to click on my hand, "ComcastBillie" and then click on the "send message" link that should be in blue to the right had side of the screen. Please let me know if that works! We definitely want to help you with your concern regarding the interruption. You can also sign up for text alerts and view updated information on the interruption by logging into our Xfinity My Account app.

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JIacoviello

Regular Visitor

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4 Messages

4 years ago

Same situation in Lake Oswego area, any ETA or information regarding the outage would be helpful. From what I hear from my neighbors, it is only the Xfinity neighbors that are impacted.

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JIacoviello

Regular Visitor

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4 Messages

4 years ago

Hey Max, it says you are a new poster the forum makes it that you only have private message enabled when you make a post. So you've done that, check again and hopefully it'll be there.

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CeltsinKilts

New Poster

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2 Messages

4 years ago

Thanks for posting that the option to message the employees only shows up after someone makes a post. I wish customer service would have informed us of that seeing that it’s another example of frustration and futility in the process of attempting to talk to someone.

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