Portland January 2024 outage

This is not helpful or useful information.  It's cyclical.

For years now the playbook has been to redirect people to the app or the status center for "the most up to date information or ETAs" but the only information there is

1. You are down, and we know you're down.

2. There are more people other than you who are also down.

I also respect that this may be the only information you have as support personnel, but it doesn't make it good, right, or customer-service friendly.  We've been down for a week.  I think there is some kind of escalation that can and should be triggered internally to get helpful and useful information.  Otherwise, how can we even believe that anyone is actually working on this issue?  I've looked at my outage map and not seen anything change IN FIVE DAYS.  

I mean, if there really was a massive problem preventing the fix, someone could've posted it by now.

It's really really sad that the only way to truly get regional updates about xfinity outages is to have news organizations call and use clout to get actual executives to provide an update ... because these answers here are not helpful.  Someone please in Xfinity support, prove me wrong.  We're at 6 total days without service over a large chunk of Portland. 

Let’s get Willamette week, the Oregonian, etc on it now. Complaining here is simply not working. Posts have been respectful but ignored. 

I agree 100 percent. To even get access to this forum took at least three circuitous loops through the Xfinity system. The lack of information and how they block attempts to get it (no phone #) is out of a dystopian movie. Does Xfinity not know how much we rely on internet to communicate in our business and personal lives? Would it surprise them to find out their customers would want some information on when service will be restored? It’s hard for me to believe they can stay in business in the long term with this kind of customer service.

@user_lxw0zk I can definitely understand your frustrations with this, and while services in the area are down for many different reasons, a lot of it is due to severe weather. When there is not a safe working environment for our technicians to go to, we cannot send them there as that then creates a risk for our technicians. We know that having a working connection is crucial, especially because much of the world relies on it daily. Our whole team here does to be able to support you! However, we must also ensure that our field team is safe while making any repairs needed as without them, we'd have no one to help maintain and manage our network. We have an entire network team dedicated to monitoring the connections of our network, and when a concern is found, they send these details over to our field team to be dispatched and make any on-site repairs needed. I know it can be frustrating to not have an ETA to rely on, and while I wish there were more detail available for us to share, we have no way to further escalate this as the correct teams are already aware of services being impacted. These kind of issues are not going unnoticed and we ask that you please be patient as our field team is aware of the service issues and are working to get them resolved once it is safe, and as soon as they can. 

The truly shameful aspect of your message above, Katie, is that you continue to refuse to address the communication issue and just repeat what so many of your staff have been repeating to customers over the past 6 days. My advice? Instead, just say "we don't have a handle on what exactly is wrong" or "there's a node in this neighborhood that's under too much ice, we can't get to it yet." Whatever prevents your field team from sharing that information with you, I just don't understand. But whatever specifics you do choose to share - please just make sure they aren't complete fabrications.

The ONLY information we have received for over a week now is that our service is out or “may” be out, and, if so, it will be fixed at some undetermined time.  When I call the customer service line, I am told my service is out, but I can’t talk to a person until the service is restored.   The “outage” map shows where my house is on the map (information I already had because I know where I live), but provides no other information.  Really?

Hello there @user_o02jq2!  We greatly appreciate you taking time out of your day to reach out to us here and want to ensure you’re able to get in touch with an awesome Xfinity Mobile expert to help get this resolved. Due to account security, our options with Xfinity Mobile accounts are very limited on this platform. We're unable to perform any device or account specific requests over this platform. Have you tried calling or texting 1 (888) 936-4968, or reached out to our secure online chat at xfinity.com/xfinityassistant/?channel=xMobile where an Xfinity Mobile expert is available 24/7?

This is a perfect response.  Way to go on solving it! 

I called the number in the XFinity response and got routed to exactly the same place as when I called 800.934.6489.  See initial post.  The link provided won’t open because I have no internet.  So, more of the same.  That is, nothing.

Well written. I agree 100 percent. Has anyone seen Xfinity respond to these posts or are they just allowing us to “shout at the wind”?    

@user_lxw0zk - Our Digital Care Team is here to help. Severe weather hit the Portland area causing some power problems. We want this fixed as quickly as possible, and we're working toward that goal. Updates and estimates when available, can be found using the Xfinity App, or the Status Center. 

@user_cly1u7, I know service interruptions are never ideal, so I'm sorry this has been your experience. There may not be any further updates on a known service interruption from what's already listed on the Status Center. I can take a look at your account and review things to confirm if there are any other details or updated resolution times. In order to get started can you please send a direct message to Xfinity Support with your full name and full address by clicking the chat icon in the top right? Here's the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "Direct Message” icon (upper right corner of this page)

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list

• Type your message in the text area near the bottom of the window

• Press Enter to send your message

@XfinityMarcos​ I've done this exercise as well.  I guarantee you (and others) this provides no specific information.  It's just a way to take complaints off the forums.

Prove me wrong.  We need tangible detailed updates.  That's all.  

The best thing I've got to go on for me is looking at a service down map, and seeing the numbers for those affected go down on all the communities around me, but no idea why my specific area (with 2000+ affected) doesn't appear to change at all.

I'm left with the feeling of "oh, xfinity doesn't care about me," despite what may or may not be stated on this forum.

I guarantee you there's a "throat to choke" here.  That region could be down because of a tree and infrastructure that needs to be replaced.  But I'm just left guessing.   And if I have to guess, I'm going to say that Xfinity / Comcast are sitting in their comfy offices laughing while auto-deposited money rolls in and I'm sitting here paying extra money to cellular providers for internet services BECAUSE I NEED IT. 

And for you, xfinity, it's a loss on both ends.  Had you maybe communicated even the bad news, but accurate and informative news, something beyond "oh maybe the weather" (real stretch there), I'd be interested in the xfinity offering that does what I'm doing with cellular, but right now I'm looking for any option other than xfinity for good, reliable, communicative service.  You can always tell the good companies because they'll still talk to you and give you the straight dope even when the world goes south.   I get that things break on occasion.  I'm not a monster.  I only even started complaining after 3 days of zero updates.  That's where I draw the line.

And the most customer service I get is "we can work with you to get credit for your downtime".  Even though that's outside of the stated "no credit for weather outages", that's really big of you.

I'll try to do the bare minimum here and search for data:
Comcast Service Restoration Underway After Power Outage in Oregon and SW Washington | Comcast Oregon

Hello @user_dpmmjv, thank you for taking the time to reach out on social media.  I understand your concern with the servie interruption, and I'd like the opportunity to check into that for you.

To access your account, will you please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.

Here's the detailed steps to direct message us:

• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message

I appreciate all the comments. They capture how I feel. It would be so easy to share information. Poor public relations. Very poor. I would appreciate hearing what options other than Xfinity exist. Please send them out to the group. My neighbor has Century Link. They are out too, but he was able to call them and hear they are upgrading the system and that internet would be back by tomorrow evening. I do not think Xfinity is working with the urgency they should to fix this issue. Like many I run a business out of my home and have lost a week’s work  already. I am suspicious of the “when it’s safe” we will send our crews out. What does that mean? 45 degrees and no weekends? My hats off to the PGE folks. Our power was out three times and they were on it, working at night and in freezing rain. I have still not seen a single Comcast truck in my area (97225). Of course no one should work in a dangerous situation but when you see some working and others not - it does beg the question - what exactly does that statement mean? 

just adding one more thought: that bot thing has to go. It’s the worst. I typed in, please give me the customer service phone number and the response said it couldn’t?! What is that exactly? Complete stonewalling and we are their customer. Hard to fathom how poor their customer service is. It is basically a utility and [Edited: Language] near a monopoly. Are they regulated or have any service standards? It feels like they have it too easy as a business. No pressure to be accountable at all. They can say anything as an excuse for the long delays and we as consumers would have no idea if we are just being told a story to appease angry customers rather than the truth. 

I saw 2 Comcast trucks yesterday. They were parked at a Thai restaurant

Thank you for reaching out to us here @user_9xjcbw. I would be happy to look into any service interruption for you from here. Could you send me a direct message with the full name and complete address for your service? 

To send a direct message [private message]:

   Click the "Direct Message" icon or  https://forums.xfinity.com/direct-messaging

   Click the "New message" (pencil and paper) icon

   The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.

   - As you are typing a drop-down list appears. Select "Xfinity Support" from that list.

   - An "Xfinity Support" graphic replaces the "To:" line.

   Type your message in the text area near the bottom of the window

   Press Enter to send it

Hi @user_xvngba,

Thank you for visiting our official Xfinity Community Forums support page. We apologize for the extended downtime of services. There are many factors that come into play in order to restore services. Please rest assured that our engineers and services technicians are working around the clock and tirelessly working to restore services as soon as possible. 

We do recommend using our Xfinity app and web portal to know when services have been restored. You can also visit our Comcast Oregon community page where some updates will also be provided. It is hard estimate when services will be restored after weather even such as this. In many cases, we are unable to assess the damage and issues until power has been restored and emergency services have deemed the area safe for our technicians to access the areas for assessment and repairs. 

By using the resources above, you will have access to the latest information available. If there happens to be anything more we could assist you with, please do not hesitate to ask. We are always happy to help.

Thank you for taking the time to reach out to us. Please send us a direct message with your first/last name and full address. You can start by clicking the "direct message" icon on the upper right page of the forum page. Once you click on that, input our shared handle "Xfinity Support" to send us a direct message. If you're signed in to your forums profile and because you have already posted to the public page, you should have the option to do so.

today is the 10th day without any xfinity service. Our power was restored five days ago. We’re in 97230. Answers are needed now. Your chat is useless and the operator hangs up on me instead of giving me a real person to talk to. We’re considering options to comcast but right now we need to know when this will be resolved. We both need to be able work from home. 

I'm sorry to hear about the service interruption in your area, @tandoor47. The best way to stay updated and get an estimated time for resolution would be online or through our awesome Xfinity App. You can visit our Status Page for more information. Have you checked our Status page already? 

Thanks for posting on our community forums, @tandoor47. We'd be happy to help with the status of the interruption. Could you please send our team a Direct Message with your name and service address? Our team can take a further look.

To send a Direct Message:

Click "Sign In" if necessary

• Click the "Direct Messaging chat" icon

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line

• Type your message in the text area near the bottom of the window

• Press Enter to send it

Hello @user_vsfbuz, thank you for taking the time to reach out on social media.  I understand your concern with the service interruption, and I'd like the opportunity to check into that for you.

To access your account, will you please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.

Here's the detailed steps to direct message us:

• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message

@XfinityKrista​ it just tells me it's down due to weather no update on time eta

I wish there was a time frame I could provide. Unfortunately, the service issues are unforeseen. When we see multiple or longer interruptions, it usually indicates a larger issue with the lines or nodes in the area, and sometimes getting to the exact root cause takes time.

Xfinity does offer credit to customer accounts for the time their services are not working. I'd be happy to personally watch the account and reach out to provide a credit when the services are restored. Here is a link if you would like to set up text alerts that will notify you when services are working again comca.st/2pKE17c.

We recently launched a new option to process a credit yourself for the time spent without service once they're back up and running. It's perfect for situations like this. If you visit comca.st/3s4H9FM and sign in you will be taken to our service center. Scroll to the bottom and you will see an option to check for eligibility for a credit: comca.st/3cS1ec0 You will be asked a few questions regarding the interruption and based on the eligibility a credit will be issued.  A computer generated email regarding the credit will be sent to the email address on file within 24 hours and it will appear online within 72 hours and on your next bill. 

Credits are not offered when outage due to weather

@XfinityKrista​ your pr people are telling the Oregonian newspaper there will be no credit for this weather. Even though it’s now nine days without service while all the other local services (power, mail, even fedex and Amazon) have been up and running for a few days. So who is correct, you or the spokesperson who spoke with our local news?