Aprilcanetto's profile

New Poster

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1 Message

Mon, Feb 15, 2021 9:00 PM

Closed

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?

New Poster

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1 Message

2 y ago

Ditto to all that was said on this forum. We got excited when we actually saw two Comcast trucks outside our home...but they came and went with no result. We're on Day 4 with no wi/fi and cable. The fact that you can't get a live person to discuss status or progress speaks volumes about Comcast.  Can we get some help in SE Portland please?!

Official Employee

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348 Messages

2 y ago

Hello, @bwj12! Thank you so much for reaching out to Comcast today over our Community Forums! We can totally understand the frustration with any service interruption. Our field teams are working as fast, and safe as possible to restore services to all impacted areas. There are some areas on our network that still do not have power service, which will impact other areas that may have had power restored. 

We can look into your specific area, to see if there have been any updates. Please send us a Private Message with your first and last name. 

 

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

 

Thank you! 

Regular Visitor

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2 Messages

2 y ago

Martin, I do not see any “send a message” button

Official Employee

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348 Messages

2 y ago

Ah okay, @bwj12 if you are not seeing a blue "Send a Message" button on my profile, you will want to make sure you are signed into your Xfinity account. Once signed in, you should have the access to send us a message over our Forums. 

New Poster

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1 Message

2 y ago

6 days now and still without internet. Kids have missed nearly a week of remote school because of this and my entire home business is on pause. We get nothing but a cobbled together "status" page and bots replying here. 

 

 

Regular Visitor

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1 Message

2 y ago

Ditto for Lake Oswego.  No internet since 2/13.  It is now 2/19.  I signed up for text alerts but have recieved nothing.  Signing into my account gives me no information and same goes for the terrible automated phone tree.

XfinityRay

Official Employee

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850 Messages

2 y ago

Hello, @cjbern and @dehs! I am sorry to hear that your services are still offline. We are glad to help and dig further into the situation. I know that is tough when you need to work and the kids need it for school. We can shed further light on the subject and stay with you to ensure things get working at your homes. 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 “ComcastRayana” and click “Send a message."

55a

Regular Visitor

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6 Messages

2 y ago

Ours in O.C. went out on 2-12 and is still out.

Day 9
user_RobertB

Contributor

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350 Messages

2 y ago

@55a

Hi there! I'd be glad to ensure that this gets looked into further. Please click on my handle (ComcastRob) and send a private message with your name, the complete service address (including city, state, ZIP, suite number, etc), and the phone or account number, and any pertinent details-- like the ticket number(s)-- so we can help. 

Visitor

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1 Message

1 y ago

This company is an absolute joke. The support org has been designed intentionally to limit the distribution of infrastructure related information such as status for outages and maintenance data. They want to private message you so to take the attention away from public forum and continue to give you the runaround. You will never get past an agent based out of India, assuming you can navigate the prompts successfully and speak to a human being (hint, speak your zip code, then keep repeating agent when asked why you are calling).  One can no longer view a global outage map but are instead limited to their immediate area. Making matters worse, the FCC has been lobbied to the point where we, the consumer, have zero recourse for this type of intentional behavior by Comcast and are forced to essentially "shut up and put up". Its pure insanity and for all intended purposes, a monopoly over folks like myself who can either chose comcast or a DSL line with a fraction of the bandwidth. And at this point, DSL is looking like a better option if just for spite.

(edited)

XfinityBrie

Administrator

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644 Messages

Thank you for reaching out to us and providing feedback on your experiences. On the forums, we normally do all that we can to provide public facing information, as that is the intention of this site, though in certain situations when we’re required to access customer account details, we ask that customer privately message us this information. No one would want their name, address, or phone number floating around on any public facing forum for all to see. When it comes to service interruptions, we have to determine if there is an area wide issue, or just at the premise, which is why we request the affected service address. We also have a public facing Status Center for customers to sign-in online and check the status of their area, and we’re working to improve the messaging and provide more details on service losses through this website base on customer feedback we’ve received.

 

While we do our best to keep services up and running at all times, certain times there are issues beyond our control that can cause services to go down. At this time, we are facing a series of service losses in the Midwest due to severe weather (with more on the way) and in those situations, we are usually the last ones on the ladder to make repairs. Power, water, sewage, emergency services, etc. must all be restored before our technicians are even allowed in the area to make repairs. This is admittedly frustrating, and can lead to extended service losses with no concrete timeline. When these extreme weather events come through, we are all hands on deck. As a consumer myself, I know how incredibly frustrating these situations can be, especially as many of us have transitioned to working safely from home and do not have the reliability of a network back-up as we would on-site.

 

Other scenarios can lead to a service loss—damaged equipment due to outside forces such as car accidents, construction crews, wildlife, and even extreme temperature changes. The services are not fail safe. I recently had a customer whos’ services were taken down when the utility company set their pole on fire in error, destroying our lines. A customer could be experiencing a loss of service at their premise specific due to ingress or noise on the line as well, which can happen when interior linework is degraded or outdated.

 

Our Support Forums are always here to help, staffed with knowledgeable Experts who volunteer their time to help out their fellow consumer, and official employees like myself based out of our Corporate headquarters’ across the nation, and we’re always happy to help whenever a customer needs us. I’m sorry to hear your experiences so far have not been positive, and we’d like the chance to help in the future if ever needed.

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