Aprilcanetto's profile

New Poster

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1 Message

Mon, Feb 15, 2021 9:00 PM

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?

Responses

New Poster

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1 Message

5 m ago

With respect, the link to show the Outage map and internet status is incredibly unhelpful.

 

I reported an outage for internet in my zipcode (97219) and the map shows my address with the internet outage detected. Details shows "1-50 people affected" and hasn't changed not one iota in the last 1.5 days since I reported it.  It shows a "!" for area code 97222 with 51-500 people affected the corner of the map.

 

Now, here's the problem:

 

  • Nothing has changed on this service map.
  • I cannot zoom in or out on the map.
  • I have no idea if the data is real. I reported the incident within 10 minutes of it going down, and if "1-50" people were affected then, it hasn't changed at all.
  • I've subscribed to txt updates. I've gotten none.

This forum and the employees are simply providing circular updates where we go to that site to get updates that don't actually update with meaningful detail.  Twitter has no data, etc.  There are no UPDATES. 

 

Please provide a meaningful, public updating system. We need details and facts, please, and thank you.  This is affecting more than "1-50 people" using the metric that for every person who is complaining there are probably dozens that don't.  And yes, I live in the Lake Oswego general area (97219).

 

Constructive criticism:  A proper downtime notification system includes the current time, a status, the action plan, and the planned next update time, that is actually adhered to.  We have no idea if anyone is even looking at the problem.

hfdanberg

Frequent Visitor

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9 Messages

5 m ago

Sadly. The Oregonian gives us more information than Comcast. As of about 3 hours ago, 125,000 are without power. https://www.oregonlive.com/silicon-forest/2021/02/comcast-says-125000-oregon-customers-still-without-internet-mostly-because-of-power-outages.html

New Poster

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7 Messages

5 m ago

Yep same canned answers from their agents most of whom can barely speak English. 1-50 people affected is an obvious lie.

Regular Visitor

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4 Messages

5 m ago

Following up for any additional information as Eva did not get back to me via DM.

I echo the concerns of my fellow residents. I cannot imagine your physical technician response is lacking, but the communication to us even on the most basic of details regarding the outage brings more confusion and frustration to an already frustrating situation.

I used to work in engineer dispatch and I recall how difficult it was when I was asked repeatedly for information that I was not allowed or not able in some way to provide. But I do hope that this lack of response can be bubbled up your internal chains so they may consider that even a response that someone may not want to hear (such as multi-day waits to restore) may be more effective, satisfying support than continuous repeat canned responses with no new information. And if they are skeptical, perhaps they should look at PGE's response to this same circumstance and see the difference in user response themselves.

Nobody could stop this storm and there is damage, we know that. But some understanding of our situation of managing expectations with work and school demands by giving us some more information would go a very long way towards empathizing with your situation as well.

I'm hopeful you'll be able to give some more details very soon, I appreciate your continued efforts to provide good customer support.

Official Employee

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241 Messages

5 m ago

Hi charles29! We understand being involved in a service interruption is very frustrating, especially during times like these with so many of us working and schooling online. A quick way to check service interruption status/updates is by visiting this link: https://comca.st/37lNynF. As an alternate resource to your regular network correction, you may also try connecting to a hotspot if you happen to have any within range. You can find details here: https://comca.st/3apZsie. I did also want to mention that while your specific area/home may not have lost power, our plant that supplies the service to your home (much farther down the line) may have. We are working as quickly and efficiently as possible to get everything restored. I would be happy to take a look at your specific connection if you want to send me a Private Message and include your full name and full address.

 

To send a private message, please click my name "ComcastJeniece" then select "Send a Message" on the right side. 

New Poster

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1 Message

5 m ago

This is frustrating. 

I suggest that everyone in Portland take to Twitter and spam @ComcastCares and @xfinity about this outage and the complete lack of communication. 

 

Unlike Portland General Electric, I doubt that Comcast is bringing in repair crews from other states to help get everyone back online. We all know, from our own experiences, the quality of Comcast's support over the years.

 

With the pandemic, lack of internet is an extreme issue. 

Official Employee

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188 Messages

5 m ago

@MramPDX, thank you for taking the time to provide that thoughtful feedback. I will be sure to pass along your suggestions. It's because of our wonderful customer suggestions and help, we find ways to improve processes all the time. I am sorry this interruption has been ongoing and the information you received so far has not been helpful. I would be happy to take a look at your address specifically and provide any further updates I might have to share. Can you send me a private message with your full name and service address? To send a private message click my username "ComcastAnna" and select "Send Message" from the dropdown. I look forward to hearing from you!  

New Poster

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1 Message

5 m ago

Adding my name to the list. I am in Gresham and no internet for two days. It is impossible to find any assistance at all. They're obviously giving us the same canned message because it is just a different person repeating the same verbiage as a previous employee, with no new information and no help. It's really hard to say to your employer "my internet is out, I am unable to work and I have no idea how long it will be before I'm able to work." This is so frustrating. I have worked in customer service most of my life and I have never come across customer service like this. If a real customer service agent actually reads these posts, do you not see that we want some basic information? We aren't asking for the name of the technician working on our specific location and wanting an exact time it will be fixed, we would just like some basic information. The transparency here is nonexistent.
55a

Regular Visitor

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5 Messages

5 m ago

Day 5 for me. You guys are lucky. I'm sure @ComcastCares is cut-n-pasting a solution for me as well. #Fail

New Poster

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1 Message

5 m ago

Having similar issue getting any information. Nobody from Xfinity is providing any update as to when service will be restored in SW Portland
hfdanberg

Frequent Visitor

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9 Messages

5 m ago

Please provide your answer here not by PM. As you note in YOUR post: "We ask that you post publicly so people with similar questions may benefit from the conversation"

New Poster

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1 Message

5 m ago

Portland, Oregon. In the St Johns area. Power has been on for well over 24 hours but without internet service. 

hfdanberg

Frequent Visitor

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9 Messages

5 m ago

Same story in SW Portland. I have had power since Monday but no Comcast. 

New Poster

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1 Message

5 m ago

How is it helpful to tell people to sign up for text updates or to check the website for outage updates when we're literally complaining in this thread that those update utilities don't work, have not been updated, and are not providing updates?

Your website shows the same number of complaints and affected customers as it did when the problem started days ago. It shows no ETA for restoration. It doesn't state what the problem is. It doesn't state if you're even working on it. And I signed up for text updates three days ago and haven't received a single "update."

When our power was out, the power company provided all this information from its outage app. Why it was down. If crews were working on it. An ETA.

This is the longest outage I've ever experienced with Comcast, and for the size of your company, your inability to keep affected customers updated is severely lacking. I'll be switching to CenturyLink.

New Poster

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1 Message

5 m ago

Worthless. I have gotten to phone agents the last two days and asked for eta to just be told “soon”. That’s a hope, not an eta. So my wife and I can’t work and Lake Oswego schools are closed again Thursday due to no internet. I also have no seen a single Comcast truck around town. When I called they offered a daily refund for each day of outage, but that doesn’t cut it. Just fix it.

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