Portland January 2024 outage

Why is there no info regarding the outage and why it is taking so long? Is the system going to be exposed as having too many fail points? Nearing one full week of ‘asap’ mantra per resolution. Get out and speak to the problem.

Responses

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user_5j6kd1

3 Messages

1 year ago

Still nothing… since around 11 am 1/13. We got power back Monday night. Roads are totally drivable. As everyone mentioned. Just looking for answers. Real responses. I know how to find the virtually useless outage map. Tell us what is going on. I notice somehow NW Portland area seems to have some restoration??? Could we at least know where the seemingly skeleton crew will be headed next?

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user_1uf85z

1 Message

1 year ago

Have been with out internet in NW for more than 8 days at this point. No updates on what’s going on whatsoever. Even a “we’re not sure what the problem is but are working on it” would be better than the way it’s currently being handled. And now we’re being told we won’t be credited for the outage?? Xfinity is a truly trash company. Will be switching to fiber asap

(edited)

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user_1v957x

1 Message

1 year ago

[Edited: "Solicitation"] I was pleasantly surprised I they had availability in my small apt complex (didnt think they would)
I will be cancelling my Xfinity and switching "As soon as possible" but actually doing it.....Unlike what the Xfinibot has been saying about the restoration of internet service. (5 days now)

(edited)

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XfinityAngie

Official Employee

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1.8K Messages

user_1v957x, Thank you for reaching out to Xfinity Support. We would be happy to take a look at your account and check for any updates in your area. Please send us a DM with your name and full address by doing the following:

• 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

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1 year ago

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user_72flh5

3 Messages

1 year ago

Let's not forget phone and tv. My elderly parent lives off Dosch rd, and has been without phone or tv (xfinity bundle). he has trouble with a cell phone, and tv is his only entertainment, and having neither for several days has been awful for him. i've tried adding an antenna to the tv to get a few local channels, but it's not working. i'd like to hear from xfinity exactly what and where the issues are; is it a line down? a tree on a line? which road and when are crews scheduled to hit that location, etc. there is no excuse for the lack of more specific info.

3

XfinityWilliam

Official Employee

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1.2K Messages

Hello @user_72flh5. We can take a look at your interruption and see what is going on. Will you please send our team a direct message with your full name and full address?
~~~~
To send a "Direct Message" message:
• Click "Sign In" if necessary
• Click the "Direct Message" 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

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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1 year ago

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XfinityWilliam

Official Employee

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1.2K Messages

Thanks so much for fully verifying the account and being a wonderful Xfinity customer. My apologies that your parents are without services. It looks like the power is not fully restored in the area. This is causing a delay in our services coming back up. We are waiting for the power company to restore power to all the residents, before our services can come back. Out services run off power, and when a portion of the power is not working on the network, it can cause everyone's cable services to go out.

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1 year ago

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user_xw8fh1

13 Messages

power has been fully restored in my area for days…unlike xfinity, the discloses fully their outages, how many crew are out working, and their outage maps show as such

(edited)

1 year ago

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user_72flh5

3 Messages

1 year ago

Power was restored last Thursday :(. Still waiting for some type of eta ,

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user_vsfbuz

7 Messages

1 year ago

Still no updates on anything for anyone, I could be a customer service representative for xfinity too. So everyone your internet will be back up whenever, blah blah blah. 🙄 here's the outage map again thanks we will never get back to you.

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user_rcds01

10 Messages

1 year ago

How is it that it has been days since our outage and no information aside from the canned initial response has been forthcoming? I received an erroneous "Service is restored!" text last night. Spoiler: it wasn't.
The Xfinity app just runs me through the loop - you cannot get a response from a live person. Attempting a private message (following the suggestions of some of the "official employees" posts here and in other posts) gets me a "sending unsolicited private messages to <Xfinity Support> is a violation of our forum guidelines."

Uh....

Our area never lost power. I know other areas did in the last week and a half but checking PGE's outage map (which is LOADS better than Xfinity's outage map), shows significant progress in power restoration (currently sitting at about 650 customers affected which is down from even the 20000+ they had over the weekend).

From Xfinity? Crickets.

11

Rollett

New Poster

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18 Messages

@user_rcds01 I think the xfinity crickets are silent too... That said Ziply is out running new cables for their fiber, working over all the down Comcast lines.

1 year ago

XfinityKrista

Official Employee

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1.5K Messages

Hello, thanks for providing your account information and for taking the time to work with me today.

Services may be out in your area due to a number of reasons, including but not limited to weather, power interruptions or other outside factors. When a service loss is declared in an area, our teams are notified and will work as quickly and safely as possible to ensure everyone is back up and running. We offer convenient self-service options to check service interruptions through My Account, the My Account App, or the Xfinity Status Center at http://www.xfinity.com/support/status. This is where you would get the most up to date information including ETAs. This is the same information all representatives have as well. Credits are applied once the service loss in the area is cleared.

We recently launched a new option to process a credit yourself for the time spent without service. It's perfect for situations like this. As soon as the services are restored, 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.

I understand this can be inconvenient, and we thank you for your patience. I'd be happy to set up alerts for you through my system as well if that's more convenient for you. If so, what is the best number to reach you at?

I am an Official Xfinity Employee.
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1 year ago

0

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user_rcds01

10 Messages

@Rollett Not available at my address, unfortunately.

1 year ago

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XfinityMartyR

Official Employee

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2K Messages

Our local teams are working as safe, and fast as possible to restore services to the impacted areas. There are still power interruption concerns being reported along our network that need to clear. Comcast Oregon

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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1 year ago

0

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user_rcds01

10 Messages

@XfinityMartyR I get that Xfinity is saying it is power related. But, PGE is down to 421 customers currently without power (which is down from 650 from just 30 minutes ago).

And why did I receive a text last night from Xfinity saying service restored when it clearly was not?

1 year ago

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user_peytvd

3 Messages

1 year ago

I realized that we ever so briefly had service (5 minutes worth?) on Monday the 15th even tho from a practical experience point of view the outage was from Sat to Wed. So I guess that brief amount of internet access for Comcast for my service address reset the outage calculator. I then went back in and entered a start day of Monday the 15th and end of outage the 17th. And got the offer of a $5.00 credit, down from first offer for initial two days of outage of $7.27.

Comcast truly counts the pennies. And they appear

to know exactly how long your service was out.

By the way entering my contact info to be notified when service was restored resulted in NO notification.

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user_peytvd

3 Messages

1 year ago

And I tried to get two credits for the two 2-day outages to cover the 13 to 17th but they would only give me one credit for two days.

I’d used up my credits

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user_vsfbuz

7 Messages

I wish it was 2 days out r even 4 going on 9 over here

1 year ago

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CCJodie

Problem Solver

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1.3K Messages

@user_peytvd Hi there, I can help review the account and the past credits to be sure every day was covered! Please send us a direct message with your full name and service address.

Here are 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 no longer work for Comcast.

1 year ago

0

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user_dtio4s

1 Message

1 year ago

I cannot seem to send a direct massage via my phone. Service has been out for 9 days in 97019, with absolutely no answers from Xfinity.

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user_maldce

3 Messages

same, Xfinity Support is not populating in my address book so I can not send the message to anyone. My address book is empty.

1 year ago

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XfinityGabriel

Official Employee

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2.2K Messages

Hi, @user_maldce! Thanks for taking the time to visit our forums page and for your patience with us through this. As someone who relies on my internet services for my livelihood, I understand the inconvenience that this can cause. I am sorry to learn about this experience. We can help. If you were to visit our Digital Status Center, what results does it pull for you? You will want to sign in with your XFINITY ID and password at the welcome page.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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1 year ago

0

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user_11v1l0

4 Messages

1 year ago

when can we expect a resolution? This is day 10!

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user_v92lz4

21 Messages

1 year ago

I'm beginning to think that it should be renamed an Outrage Map....10 full days without service and counting.

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user_rrbzew

6 Messages

1 year ago

We are still out in 97231. It’s been almost a week since we got our power back. There are downed telecom wires across our road and I haven’t seen a single xfinity truck since this whole fiasco started.

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user_b7n3zr

1 Message

1 year ago

Internet came back for us (97221) Tuesday evening 01/23 and then went out Wednesday afternoon and came back that evening. The internet went out yet again at 11:40am today and is “estimated” to come back online by 8:00pm. What is even happening at this point lol, why are we still experiencing such sporadic outages?

(edited)

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XfinityAldrik

Official Employee

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2.1K Messages

Thank you for reaching out to us on our community forums @user_b7n3zr! We truly appreciate your patience while our local teams work to fix the damages caused by the storm.

Your services may be intermittent due to ongoing repairs throughout the area. There has been maintenance related to electricity in the Portland area causing our services to lose power while local utility companies are repairing their services. Our Portland teams as well as some of our tech teams from out of state are working as quickly and as safely as possible to completely restore your services.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

1 year ago

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Again

Expert

•

31.4K Messages

There is an update!

https://oregon.comcast.com/2024/01/25/approximately-98-of-comcast-network-restored-following-last-weeks-power-outages/

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

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1 year ago

0

P

pdxman123443

1 Message

1 year ago

What part of town do you live in?

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Customer Service

user_pw3p3x

Portland January 2024 outage

user_5j6kd1

user_1uf85z

user_1v957x

XfinityAngie

user_72flh5

XfinityWilliam

XfinityWilliam

user_xw8fh1

user_72flh5

user_vsfbuz

user_rcds01

Rollett

XfinityKrista

user_rcds01

XfinityMartyR

user_rcds01

user_peytvd

user_peytvd

user_vsfbuz

CCJodie

user_dtio4s

user_maldce

XfinityGabriel

user_11v1l0

user_v92lz4

user_rrbzew

user_b7n3zr

XfinityAldrik

Again

pdxman123443

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