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

Regular Visitor

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4 Messages

5 m ago

Were you able to get any information other than the same old replies? I’m in a different part of the country but going through the same thing. Just wondering if I’m wasting my time on this forum.
hfdanberg

Frequent Visitor

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9 Messages

5 m ago

Our service was restored this afternoon. Yay.

 

However, STILL no notification (as requested when we reported the outage) from Comcast that they did their job. 

New Poster

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1 Message

5 m ago

Cannot send a private message, where can we find service updates about when the internet is expected to come back online so that I can at least communicate with my job when I will be able to work again. This is infuriating 

Official Employee

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119 Messages

5 m ago

You can check the status of service interruptions as well as your connection status either on the Xfinity My Account app or at https://comca.st/2OQeeXp

New Poster

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1 Message

5 m ago

This is insane! I’m in the same boat and I have now lost internet 4 different times with no information. I need answers now! I have now lost 4 days of work.
55a

Regular Visitor

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5 Messages

5 m ago

I requested specific info about my exact address via private msg ( click their name ). This is their response for me in Oregon City which means they can get better details if asked:

Response:
We definitely want to provide you with all of the information we have available on the service interruption you and your neighbors are experiencing. I do see the initial issues were caused from a power issue/transformer, and the initial resolve date was 2/20; However, due to the weather in the area, the local team has marked the repair order as priority and is actively assigned to a team, but updated the estimated resolution time as unknown at this time. The node in your area is down and I know the frustration this must be causing, especially not having a definitive answer on when everything will be up and running again properly. I'm truly sorry for the inconvenience.

Official Employee

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246 Messages

5 m ago

HI @Lld33! We are sorry to hear about your connection concerns and would be happy to help investigate further! Can you please send me a Private Message including your first and last name as it appears on the account? To send me a Private Message, please click my name “ComcastAlyssa” and click “Send a message."

Again

Expert

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26.1K Messages

5 m ago


@55a wrote:
I requested specific info about my exact address via private msg ( click their name ). This is their response for me in Oregon City which means they can get better details if asked:

Response:
We definitely want to provide you with all of the information we have available on the service interruption you and your neighbors are experiencing. I do see the initial issues were caused from a power issue/transformer, and the initial resolve date was 2/20; However, due to the weather in the area, the local team has marked the repair order as priority and is actively assigned to a team, but updated the estimated resolution time as unknown at this time. The node in your area is down and I know the frustration this must be causing, especially not having a definitive answer on when everything will be up and running again properly. I'm truly sorry for the inconvenience.

What does this explanation of why you don't have service have to do with "better deals if asked"?  Unless you requested, without being asked, information about deals from a specific OE.

hfdanberg

Frequent Visitor

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9 Messages

5 m ago

@Again  

 

if I had received the response you quoted I would not be upset. But no matter to whom I respond and even when I provide specific information, all I get is the BOT response which no additional information. Also there is NO reason why Comcast can't publish on their website a map showing the extent of the outage. For reference, look at what PGE does for their customers. 

New Poster

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1 Message

5 m ago

Is there no new information about the outage in the Lake Oswego area, 4 days with no real updates is not a great look. My wife and I both rely on the internet for work and not having any idea of when this might be resovled is not alright. 

Official Employee

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217 Messages

5 m ago

Hello @aalbert45. We know that it can be frustrating to be without service, especially when you're relying on it for work! We post any updates we have regarding interruptions online on our Status Center at https://comca.st/3qxyScF. You can also check your My Account online profile for any updates as information will display on the home page for you. When you go to review the interruption details, you can also sign up to receive text alerts as soon as there is an estimated resolution time update, or once service has been restored.
 
In the event there is not an estimated resolution time provided, this would be due to us not being sure when things will come back online. We want to always be honest and upfront with our customers, and don't want to set false expectations with resolution times we may not be able to achieve. Our technicians working as fast as possible to get things back online so that our customers can go back to enjoying their services with us! We greatly appreciate your patience with us through this process.

Official Employee

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174 Messages

5 m ago

Thank you for reaching out and our team will be happy to look into applying a credit to your account for any interruption you may have experienced. We always want to do our best to make things right for our valuable customers! Can you please send me a Private Message including your first and last name as it appears on the account? To send me a Private Message, please click my name “ComcastDena” and click “Send a message."

New Poster

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1 Message

5 m ago

Same basic complaints as everyone else in this thread. Live in SE Portland but never lost power. Comcast/Xfinity service has been out since Sunday 2/14 – 4+ days. Signed up for outage updates but only received one that said service was restored; it was wrong as customer service rep soon confirmed. The text chat option is frustrating even when you can connect to a customer service representative.

Like many others on forum, I work from home and cannot do that currently. All I want are status updates and honesty about the timeline for repair even if it’s bad news. Agree w other posters that I shouldn’t have to rely on TV and print news organizations to provide information about the outage. Century Link may be the company benefitting the most from Comcast’s poor response to this event.
hfdanberg

Frequent Visitor

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9 Messages

5 m ago

Hi.

 

FWIW, My service was restored yesterday.  Since that event and as of right now, I have NOT recieved any notification via text or e-mail that this happened. 

 

Will I get a credit for the 3 days of NO service (TV, phone, internet)? How do I request this?

Regular Visitor

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2 Messages

5 m ago

In Lake Oswego, out since Sunday. Just received message there will be school tomorrow - but no idea what to do since our internet has been out since Sunday. Power was restored 3 days ago.

The customer service is non-existent. The “chat” is completely useless - same message everyone else receives. Why do we need to send a direct message - why can’t someone respond in this forum?

While I am certainly happy to have power, and realize this storm was significant, no repair and no estimate is very frustrating.

When will service be restored? Is everyone affected receiving credits for lost service?

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